Head of Customer Care & Success

Do you want to lead exceptional customer experiences at EFKT and Zigna?

Are you passionate about extraordinary customer experiences, strong customer relationships and developing a team? Are you motivated to drive results through hands-on leadership, high service quality and commercial understanding?

At EFKT and Zigna we are looking for an ambitious Head of Customer Care & Success who will help improve and set new standards for our customer service.

We deliver visual solutions to real estate agents and know that our customers' daily work requires high quality, quick response and a partner they can always rely on. Therefore, we have high ambitions to create an sublim e customer experience that not only meets expectations but also makes a real difference to our customers' daily lives and their business.

Your role

As Head of Customer Care & Success you will be responsible for leading and developing our customer service function across our two companies EFKT and Zigna in Denmark.

You will ensure a strong service culture, where we combine professional and personal customer service with a proactive and customer-oriented Customer Success approach. We strive to be ahead of customers' needs, create real value in the collaboration and strengthen the good long-term customer relationships.

You will be an important driver in creating a shared direction, strong workflows and close collaboration across our brands and organization. At the same time you will take a central role in leading with a hands-on approach, developing the team and ensuring that our ambitions are translated into great customer experiences every day.

Your key areas of responsibility

• Exceptional customer experiences: Setting the standard for an exemplary and cohesive customer experience, where quality, availability and understanding of real estate agents' daily needs are in the center.
• Customer Success and customer loyalty: Create a proactive and value-creating approach to customers focusing on their needs, satisfaction and long-term relationships.
• Leadership and team development: Lead, motivate and develop the team through hands-on leadership with a clear direction, close customer contact and a culture characterized by engagement, responsibility and high professionalism.
• Cross-functional collaboration: Build a strong, accessible and flexible customer service function across EFKT and Zigna with common standards, knowledge sharing and close collaboration with sales, production and other teams.
• Operations and development: Ensure an efficient daily operation and drive ongoing improvements of the customer journey, processes and digital solutions, based on data, customer feedback and business needs.

Who are you?

You are an experienced leader with at least 5 years of management experience and a strong passion for customer service and a natural understanding of how good customer experiences create loyal customers and business value.

You thrive in the intersection of people, service, operations and development and are able to both set direction and make things happen.

We envision that you

• Have solid experience leading within Customer Care, Customer Service or Customer Success.
• Are a clear, engaged and present leader who builds followership and develops people.
• Have a strong customer and service focus with a good commercial understanding.
• Work in a structured and data-driven way with quality, customer satisfaction and continuous improvements.
• Have experience developing workflows, processes and cross-team collaboration.
• Are action-oriented, solution-focused and thrive with both strategic development and operational responsibility.

Familiarity with the real estate brokerage industry is an advantage but not a requirement. The most important is your ability and willingness to understand our customers' business.

Close to the team and everyday life

We believe that strong leadership and a good service culture are created through presence, collaboration and common ambitions.

Therefore we are seeking a leader who thrives on being a visible and active part of everyday life at our office in Copenhagen. You are close to your team, have your finger on the pulse and are happy to lead the way when needed.

For us, flexibility and trust go hand in hand with the value of being together, sparring and achieving results collectively.

What do we offer?

You will take a central leadership role with great opportunity to shape the development of our Customer Care & Success efforts.

You will become part of an ambitious organization where we work closely across brands and disciplines, and where your ideas and initiatives can make a real difference for customers, employees and the business.

Do you want to take the customer experience to the next level?

We look forward to hearing from you.

Workplace: Scandiagade 8, Copenhagen

Reference: COO

Application deadline: We conduct interviews on an ongoing basis and will close the posting when we have found the right candidate. Therefore, we encourage you to send your application as soon as possible.