Nordic Aftersales Operations Senior Manager

About the job

The main purpose of the role is to lead and develop our after-sales operations across the Nordic region, ensuring facilitation of sharing best practices between our chains in Norway, Sweden, Denmark, and Finland.

The role is responsible for our chain development, customer service, and repair operations across our 400+ stores in the Nordics by:

• Defining and implementing improved processes related to customer and product handling for repairs and customer support in-store.
• Develop and report on common KPI’s across 4 markets and 400+ stores.
• Facilitating training of operations employees in-store, including being responsible for our annual Elkjøp Campus event with 600+ attendees.
• Developing after-sales areas in-store in cooperation with our store format & design department.
• Maintaining control of our routines related to after-sales operations and driving improvement of accessibility and efficiency in cooperation with our Nordic Customer Care Center.
• Maintaining control of our routines related to after-sales operations and driving improvement of accessibility and efficiency in cooperation with our Nordic Customer Care Center.

The main responsibility will be to ensure and improve our customer experience related to repairs and after-sales service, measured by our customer NPS score, efficiency KPIs, and cost of operations.

Why should we choose you?

You are the one both we and the customers rely on. To be able to contribute to our team we believe you have:

• A bachelor's degree and/or 5+ years of experience from relevant areas within the scope of the role.
• Demonstrated leadership and interpersonal skills.
• Strong communication and project management skills.
• Experience working in a matrix organization with stakeholders in Norway, Sweden, Finland and Denmark.
• Curiosity and engagement to make a difference. You are result-driven and solution-oriented. You love to reach your goals and know solving problems will get you there.
• The ability to travel as needed to our chain offices across the Nordic region (approximately 20 days per year).

Why should you choose us?

Working in Elkjøp Nordic is fast-paced, fun and exciting. We are at the forefront in both technology and customer experience, and always eager to find new and better ways.

At our Nordic HQ you will benefit from working with around 470 highly skilled employees and experienced leaders who want you to achieve your goals. You will be part of a team that makes a difference every day, where your most important job is to make life easier for our retail colleagues and our business- and private customers. When you reach your goals, we for sure will be there to celebrate with you.

We have been around since 1962 and have a thriving business, with a strong culture that is the foundation of our success. Our common goal is to always make sure our customers are happy, and our values Responsibility, Engagement and Efficiency guide us in everything we do. With us, your engagement, ambitions, and commitment will take you far – because we love to help colleagues grow and find exciting new opportunities within the company.