We are looking for an experienced Channel Manager for an assignment within the customer service area, where you will play a central role in leading and developing collaboration with external delivery partners. This assignment is to cover a parental leave and requires a person who has previously worked in a similar role with excellent results.
In this role, you will work closely with the customer service organization and be responsible for steering, monitoring, and improving the delivery from third parties. You need to have a tactical mindset, understand the business, and drive requirements, analysis, and follow-up with a clear focus on quality and goal achievement. The work will take place on-site at least three days a week, including Wednesdays.
Responsibilities
• Requirement setting, coordination, and follow-up of assignments, including monitoring the current situation and future processes
• Collaboration with internal stakeholders regarding regulatory changes and process impact
• Ongoing follow-up of results and requirement setting for actions (e.g., SLA and scorecards)
• Conducting analyses and developing business cases
• Joint listening and dialogue with customer service teams and agents
• Optimization of processes related to business-customer service
• Desirable: requirement setting for a new chatbot solution (version 2.0)
Requirements Profile
• Experience in process mapping
• Good understanding of how customer service operations are structured and how the interaction between customer service and sales works
• Very good understanding of sales to existing customers
• 5–7 years of relevant experience
• Fluent in Swedish and English (reading, documentation, and presentation materials)
Apply today, selection will be ongoing.