Service Offer Leader (5)

Why we will love you
We are looking for a Service Offer Leader who is truly passionate about the opportunities in the growing service business and eager to provide an excellent service experience in all our customer meeting points!
You know how relevant service offers contribute to sales growth and can take a holistic view when identifying new business opportunities. Together with your strong interpersonal skills and your ability to communicate in an inspirational way, you influence internal and external stakeholders and build trustful relationships. You are motivated by increasing customer value, co-creating, and get inspired by working in a fast paced and complex environment.
To succeed in this role, you have the following:
• Background in sales, customer experience, or service execution from omnichannel retail
• Good understanding of all dimensions of the service eco system and the related processes
• Familiarity with performance and portfolio management
• Solid experience in stakeholder- and change management
• Passion for service design, commerciality, and understand innovation and business development in a digital collaborative set-up
You demonstrate open-mindedness and an outside-in approach; having our customers first in mind and being ready to lead change and new ways of working.
Your responsibilities
In the role as Service Offer Leader, you will lead, develop, and secure a seamless service offer in an omnichannel environment and contribute to a rewarding customer experience. You will define, lead and develop a consistent end-to-end service offer experience across all customer meeting points and ensure it optimizes sales growth, is relevant and scalable and aligned with the expectations and needs of our customers.
More specifically, you will:
• Pro-actively identify improvement areas of the service offer together with all relevant stakeholders and countries
• Lead the service design implementation processes to ensure competence and comparability of the complete services offer to secure great customer experience in all customer meeting points
• Collaborate in new service development initiatives to identify new business opportunities
• Support markets and relevant stakeholders with insights, transparency, and visibility of the service offer portfolio, performance, and related processes
• Lead the service offer agenda in collaboration with home furnishing core areas, Service Fulfilment operations and relevant stakeholders
There are five open positions for the Service Offer Leader withing the following areas:
• HF Services Engagement, Planning and Design
• HF Services Convenience, Delivery and Collect, Assembly and Installation
• HF Services Circular offer, Aftercare and sustain services such as Removal, Buyback and resell service
This role is in Malmö, and you will report to the Service Offer Portfolio Communication & Selling Manager, Anneli Palm.
About this work area
We deliver sustainable, extraordinary growth by creating a new, unique, inspiring, and convenient meetings with the customers. We deliver an affordable and profitable omnichannel experience that adds value to the many people and inspires a home furnishing movement.
The mission for Market Support is to enable extraordinary growth by supporting the markets in a new era of meeting the customer. We will empower the markets to realize a simple, unique, and seamless meeting. We will provide our markets with economy of scale and exceptional quality in common solutions for all. We will organize for efficiency and effectiveness.