CRM and Loyalty Specialist i Stockholm (Solna)

Do you want to join our agile transformation as our new CRM and Loyalty Specialist?

Vattenfall Consumer Sales Nordic is accelerating towards a future with the connected energy landscape, new solutions, empowered customers and disruptive competitors. We have very high ambitions going forward and will continue to be a leader through innovation, customer focused solutions and signature customer experiences.
We recently implemented an agile structure, governance and way of working - a major shift in becoming even more fleet-footed and to put the customer in the center of everything we do. We work with customer-centric business models in agile cross-functional teams and we aim for increased market leadership in Sweden and in Finland! We are on our way to become fully customer centric and thus provide a first class customer experience – no matter what information, channel, app or individual you get in touch with.
All daily work in Consumer Sales Nordic is carried out in cross-functional Scrum teams. Ensuring we are in the forefront in each competence area all employees will belong to a chapter i.e. centers of excellence. Chapters are groups of functional competences that will share best practices and develop their expertise. This position will belong to our Chapter Traders – Business Developers.

Vattenfall is now looking for a CRM and Loyalty Specialist who will join our Swedish loyalty and retention team and reporting to the Team Manager within Vattenfall Consumer Sales Nordic.
Consumer Sales Nordic serves over one million customers in the consumer and small & medium business markets in Sweden and Finland. In this role, you will be one of our key contributors in shaping the future for Vattenfall and our customers.

As a CRM and Loyalty Specialist, you will be a core team member to further drive our development within loyalty and retention. The team manages our most extensive consumer processes and by far the largest sales channel – the renewal process for electricity contracts. The team creates segmentation for these processes, develops pricing strategies and develop consumer communication, both through digital and postal channels.
In our hyper competitive market we are challenged in keeping our customers. We want you to contribute with your experience and knowledge within retention- and anti-churn, both on a strategic and operational level. You will plan, execute and analyze these strategies through campaigns and sales channel initiatives. Here you have the opportunity to strongly contribute to the success of big impact initiatives that will have long term effect on our business results.

More specifically, the responsibilities include:
• By really understanding the customers and our market analyze the factors affecting churn.
• With innovation develop anti-churn strategies based on consumer insights and knowledge.
• Execute and follow up decided strategies in our sales- and marketing channels.
• Monitor, tweak and coach the channels.
• Analyze and report findings and optimize the campaign based on these findings.
• Together with the team find new ways of retaining the customers and create value.
• Cherish our agile way of working by helping out were needed, both support and challenge your colleagues and always looking forward.

We are looking for a top of the line CRM and Loyalty Expert who has an university degree preferably in marketing, communications or sales. You have working experience from telecom, insurance, energy or bank and have a good understanding for the business logics in these industries. You have excellent consumer insights as well as always staying close to the future of consumer behaviors and new market innovations. From an operational perspective you have worked with CRM applications and you have planned and executed CRM campaigns. In addition, you have thorough knowledge of customer service operations and other customer facing channels.

In addition, the following qualifications are important or a merit for this position:
- Broad experience of and good knowledge in Customer Journey Development.
- Managing sales channels, either from a stake holder perspective or within a direct sales organization.
- Hands-on experience of development in an agile context, preferably SCRUM. 
- Experience from the energy market.
- Fluent in English and Swedish language (both written and oral).

Your personal characteristics
You have high ambitions and work hard to achieve them. You focus on the job ahead and actively seek the relevant challenges that are hard and complex to solve. You have an analytical mindset and are used to process and analyze data in order to drive improvements. You are always seeking innovative solutions, applying a fact based approach and strong communication skills.

The location of this position is in Solna, Stockholm.