Customer Service Director | Kjell & Company

THE OPPORTUNITY

At Kjell Group, we are accelerating our journey to become the most trusted and accessible destination for consumer electronics and services in the Nordics. With strong momentum and clear growth ambitions, we are now elevating customer service into a true competitive advantage.

We are looking for a leader to lead this shift – a business-critical role with the mandate to transform customer service from a reactive support function into a proactive, insight-driven, and value-creating capability.

You will own and evolve our end-to-end customer service and delivery experience across all channels, with clear accountability for key metrics such as NPS, resolution efficiency, and cost-to-serve. Working closely with senior leaders, you will help shape how Kjell Group delivers on its customer promise – turning customer interactions into measurable business impact.

Building on a strong foundation, you will define the next chapter by creating a scalable, high-performing function that strengthens both customer loyalty and commercial results.

YOUR KEY RESPONSIBILITIES

• Own and drive the Customer Service strategy, ensuring clear and measurable business impact
• Lead the transformation towards a proactive, scalable, and insight-driven customer service capability
• Hold end-to-end responsibility for the customer experience across the order and delivery journey
• Drive performance across key metrics such as NPS, resolution efficiency, and cost-to-serve
• Build and lead a high-performing organization, with full responsibility for people, culture, and results
• Act as a key cross-functional partner, aligning customer experience with commercial, operational, and digital priorities

WE BELIEVE YOU HAVE

A senior, forward-leaning and customer-obsessed leader who knows how to translate customer needs and behaviors into scalable solutions and measurable business impact.

• Extensive experience from leading customer service, customer experience, or operations in multi-channel, high-volume environments
• Proven ability to drive transformation and build scalable, high-performing operations
• Strong commercial mindset, with the ability to turn customer insight into tangible business results
• An inspiring and confident leader who builds trust, accountability, and high-performing teams

You bring a structured and data-driven approach, combined with a collaborative and pragmatic mindset. You create clarity, alignment, and momentum across teams and stakeholders – and balance strategic direction with hands-on execution.

WHY KJELL GROUP

At Kjell Group, you step into a role with real influence and visibility in a company with strong momentum and clear ambitions.

You will have the opportunity to shape both strategy and execution – and see the direct impact of your work on customer experience, operational performance, and business results.

We offer a collaborative, fast-moving environment where ideas turn into action, and where leadership is defined by ownership, curiosity, and a strong drive to improve.

OTHER INFORMATION

The role is part of the Retail Management organization and reports to Chief of Retail (CRO). Some travel may be required.

Please note that a background check may be conducted as part of the recruitment process. This applies to all positions at Kjell & Company.

We review applications on an ongoing basis and encourage you to apply as soon as possible.

APPLY TODAY – and be part of shaping the future of customer experience at Kjell Group.