Head of Customer Experience and Market Insight
Become an active part of the green transition through the sale of digital solutions and services!
REEN is a green-tech company in Larvik that works to create a more profitable and sustainable world by making waste management more efficient. Today we have 60.000 subscriptions and operate in Norway, Finland, Sweden and the UK, where we deliver the rawest and most unique technology service within smart waste management. REEN AS has several well-known brand names in its customer portfolio, both within the private and public sector. We make it easier for our customers to achieve the UN´s sustainability goals with higher customer satisfaction on savings, reduced greenhouse gas emissions and satisfied employees.
REEN is at the forefront of sustainable innovation, and we are now looking for a dynamic and commercial Head of Customer Experience and Market Insight. This is a business-critical role that reports directly to the Managing Director and sits on the Senior Management team. As Head of Customer Experience and Market Insight you will be responsible for ensuring that REEN´s operational activities and processes are aligned to meet current and future business needs, and support REEN´s mission to provide the best service delivery.
Your leadership, influencing & relationship building skills will be complemented by a hands-on approach to managing change and you will have a natural talent for motivating and getting the best out of the teams working under your direction.
Aim of role
- Ensuring that REEN offers world class customer experience
- Making sure that the main commercial strategy and social mission of REEN is embedded in all the resources in the Customer Operations department
- Making sure that our operational procedures towards all customer interaction are optimised towards reaching overall company goals and objectives
- To stimulate for innovation and out of the box thinking
- Being responsible for the Customer Journey experience at REEN
Responsibilities and tasks
- You will lead the department called Customer Operations, consisting of Customer Support, Logistics, Field work and Customer Onboarding
- Setting up and optimizing processes for all teams
- Setting up and reporting on KPI´s related to all teams on a daily, weekly and monthly basis
- Secure that quality and compliance in all our operations are within the rules and regulations of the countries and entities involved
- Maintain, build and supervise the use of involved applications such as the ITX and linked apps that are vital to this department and functions
- Be responsible for budgeting and maintaining rolling forecast of department and sections
- Member of Group Management
- Lead the personnel within the department in line with REEN value-based leadership principles
These key tasks are not intended to be exhaustive, but they highlight a number of major tasks that the post holder may be reasonably expected to undertake.
We offer a challenging and meaningful leadership role in a growing company, where you get the opportunity to influence the company´s strategy and direction. You will work together with supportive and collaborative colleagues. We offer competitive conditions, as well as great freedom to manage your own everyday life.
You are most welcome to contact out advisers at Capus Financials or Nora Sørsdahl for a confidential and interesting conversation!
We look forward to receiving your application and to exploring together how you can contribute to shaping a more sustainable future through your leadership at REEN AS!