Customer Experience Strategy Manager

At Nordic Entertainment Group, we entertain millions of people every day through our streaming services, radio networks, TV channels and production companies. From live sports and films to music and our own original shows, our purpose is to tell stories, touch lives and expand worlds. We’re now launching our Viaplay streaming service in a wide range of new markets and aiming to become the international streaming challenger. As a Nordic company with a global perspective and clear values, we’re looking for the best people to join us on our journey.

If this sounds like a challenge you’re interested in, we’re now looking for a Customer Experience Strategy Manager to strengthen our team in our office in Stockholm.

The position
One of the most important goals at Viaplay is to create a world-class customer experience that engages our customers and makes them stay longer with the service. We are working with many ways to improve the overall customer experience covering everything from content discovery and recommendations, personalized communication, rewards, product development, packaging, customer service and much more. Customer insights, from both behavior data and customer research, is almost always the starting point for every initiative.

The Customer Experience Strategy Manager will work with stakeholder management and ensure cross-functional alignment around initiatives that improve loyalty and satisfaction, increase lifetime and reactivation of previous customers. The work can also include launching, driving and facilitating these initiatives. A key part of this role will also be to work with the GTM strategy for our expansion markets.

Your key responsibilities will include:

- Utilizing our Customer Journey as a foundation, you will be analyzing customer behavior data and KPIs and identifying activities for improvements
- Responsible for different Customer Experience-related initiatives from start to finish, within areas such as customer strategy, lifecycle management, loyalty, customer insights, segmentation, packaging, one-2-one communication.
- Work with our GTM strategy for expansion markets with focus on identifying and recommending the right target group and value proposition.
- Suggest and develop business cases for both strategic and operational initiatives and activities that will develop and retain customers
- Lead or take part in cross-functional initiatives and represent Customer Experience in working with other departments such as Marketing, Content, Product etc.
- Stakeholder management
- Contribute to and drive initiatives that ensure a customer centric culture within NENT


What we are looking for
We are looking for a fast-learning candidate with a combination of qualitative and quantitative analytical skills, preferably along with consulting experience in helping clients achieve their business goals. You are business-minded, results-oriented, driven and structured, and good at presenting and communicating. You are able to work independently on both a strategic and operational level, and we think you have experience from digital services You have an ear to the ground and are curious about understanding customer behavior and attitudes and what drives loyalty and engagement. Your qualities as a team player will be appreciated and the same goes for your ability to lead and inspire.


Ideal candidates also meet the following requirements:

- 5+ years of experience from business development, management consulting, customer experience or marketing
- Strong analytical skills
- Comfortable both with working with data analysis and driving initiatives within Customer Experience based on acquired insights
- Experience from digital products
- Post-secondary education
- High proficiency in English
- Experience in Microsoft Office


Bonus requirements:

- Passionate about movies and series and/or sports
- Project management experience


What we offer you
We are a company that prioritises people over everything else - from every single employee to every single one of our millions of customers. What unites us all at NENT Group is our passion to create meaningful moments and evoke emotions with our content.

The essence of our values is defined by the beat we all have pulsing inside us. Defined by our people. Defined by the boundless passion we all share at NENT Group. Defined by how we inspire everyone around us, letting them feel that powerful, energising beat.

Bravery, Equality, Appreciation and Trust are our NENT values - and together, they form a powerful BEAT.

It’s time to hit play
If this feels like your kind of challenge, please apply and attach your CV and cover letter through our career page (https://careers.nentgroup.com/). We do not accept applications through email. Applications are handled ongoing. We encourage you to apply as soon as possible to ensure your application is included in the process. If you have any questions, please don’t hesitate to contact our recruiter Mathias at mathias.gunnstedt@nentgroup.com.

http://www.nentgroup.com/) is committed to equality and diversity and we welcome applications from all qualified individuals regardless of race, religion, age, gender, sexual orientation, disability, and marital status. We want to make sure your recruitment experience is the best it can be - so, if you’re selected for an interview, please let us know if there are any adjustments we can make that would be helpful for you.

Nordic Entertainment Group AB (publ.) (NENT Group) is the Nordic region’s leading entertainment provider. We entertain millions of people every day with our streaming services, TV channels and radio stations, and our production companies create content that is experienced around the world. We make life more entertaining by telling stories, touching lives and expanding worlds - from live sports, movies and series to music and original shows. Headquartered in Stockholm, NENT Group is listed on Nasdaq Stockholm (‘NENT A’ and ‘NENT B’).