About this role
**Your Role**
We are looking for an experienced and driven Channel Manager for a long-term consulting assignment with a major player in the energy and customer service sector. You will be replacing someone going on parental leave and will play a central role in developing and optimizing customer service delivery in collaboration with both internal teams and external partners.
This assignment is suitable for you if you have previously worked in similar roles with documented good results, possess strong business acumen, and thrive in an environment where you lead, follow up, and drive improvement initiatives at a tactical level.
**Your Responsibilities**
As Channel Manager, you will be responsible for:
• Defining requirements, coordinating, and following up on assignments with a focus on quality, SLA, and delivery precision
• Monitoring and analyzing data, both current status and future needs
• Collaborating with various stakeholders regarding regulatory changes and process impacts
• Following up on results and demanding actions where improvements are needed (SLA, scorecards, KPIs)
• Conducting analyses and developing Business Cases
• Working closely with customer service teams and agents, including joint listening and quality dialogues
• Driving optimization of processes within business and customer service flows
• Preferable: defining requirements for the further development of chatbot solutions (Chatbot 2.0)
**Qualifications**
We are looking for someone who has:
• 5–7 years of experience in similar roles within customer service, channel management, or process management
• A very good understanding of customer service operations and the interplay between customer service and sales organizations
• Experience in leading and following up on external partners/suppliers
• Experience in process mapping, analysis, and improvement work
• Strong business acumen and experience in sales to existing customers
• Excellent ability to work data-driven and conduct analyses
• Fluent Swedish and English in both spoken and written form (English is needed for documentation, reading materials, and presentations)
**Desirable Experience**
• Experience in the development or requirement specification of chatbot or automation solutions
• Experience from larger customer service organizations or the energy sector
• Familiarity with working on tactical and strategic improvement initiatives
**Placement**
• The assignment will be performed on-site in Solna, at least 3 days a week (Wednesdays are mandatory + two optional days).
• The remaining time can be worked remotely by agreement.
**Timeline and Scope**
Start: December 1, 2025
Scope: 100% (40 hours/week)
End date: August 31, 2026 (project employment)
This is an assignment for you who want to contribute to a business in transition and who are passionate about customer service, quality, and business development. Submit your application and become part of our consulting team – we look forward to hearing from you!