Head of CX Communication - Viaplay

Om tjänsten

Do you have a passion for working digitally with customer experience and communication? Excellent, we could have a match! We’re currently looking for a Head of CX Communication to our office in Stockholm. If you fit this description - make our day and send us your resume! 

We are looking for a person who can lead and develop the Viaplay CX Communication team in a central organization with pan-nordic responsibility. You’ll be analyzing customer behaviour and suggesting activities that will develop and retain our customers - digital only. You will be responsible for both calendar driven messaging and automated processes, driving usage and decreasing churn. The purpose for the Nordic Entertainment Group is to telling stories, touching lives and expanding worlds, and as part of the CX team you will be delivering on that purpose for our customers and make them stay as long as possible with us. The Head of CX Communication will have five direct reports and reports to Head of Customer Experience.

Based on our customer communication strategy you will make sure the team initiate, build, execute and follow up on different activities. You will make sure to create the best customer experience by coordinating with other internal stakeholders from e.g. the local marketing departments, Product, Content and Customer Service team. Responsibilities include:

• Lead, engage and empower the team with clear vision, purpose and goals
• Deliver on customer strategy and roadmap to ensure alignment with company goals
• Responsible for communication plan that will develop, retain and win back our customers
• Planning and distribution of activities within the team
• Driving initiatives to develop messaging capabilities and automate communication
• Collaborate cross-functionally to establish shared priorities and road maps
• Continuously optimize way of working, develop competences, systems, tools and methods to maximize team engagement and productivity
• Define and follow up on annual cost budget

As a person we believe you have a proactive, self motivated and problem solving mindset and focus. Besides getting the bigger picture, you also have an ability to analyze content and communication. Structure and efficiency are your middle names. You coordinate and communicate internally in your sleep. You are also digital and curious about new systems.

• +5 years’ experience from leading roles in CRM or loyalty, client or agency side
• Proven ability of growing and developing teams
• Post-secondary education, an MBA with specialization in Marketing or equivalent
• Excellent analytical skills
• Understanding of databases and interest in working with customer insight data
• Experience from data driven messaging and personalization
• Strong Swedish and English skills
• Experience from the online media industry 

Extra information

Status

Stängd

Ort

Stockholm

Typ av kontrakt

Heltidsjobb (erfaren)

Typ av jobb

Marknadsföring / PR, IT

Körkort önskas

Nej

Tillgång till bil önskas

Nej

Personligt brev krävs

Nej