Drive the global Customer Engagement agenda by leading specialist teams in customer communication and support
Ensure strong operational alignment between HQ and markets
Secure the prerequisites needed for efficient operations
Play a central role in future-proofing and delivering strategies that strengthen customer support and communication
Drive loyalty, customer satisfaction and world-class operations
Manage and optimize the budget for Customer Engagement initiatives
Responsible for ownership resolution areas within commercial goodwill, technical goodwill and buybacks

A bachelor's degree in Business Administration, Communication, Customer Experience, or a related field
Minimum 3 years people management experience
At least 5-7 years of experience in customer engagement, customer support, customer communication, or a similar CX-focused role, preferably at a senior or leadership level
Strong knowledge of customer engagement frameworks, communication principles, and support operations
Strong analytical and problem-solving abilities
Excellent written and verbal communication skills
Experience collaborating across multiple countries, cultures, and time zones
Preferably experience in coordinating urgent response and delivering clear, timely communication under pressure.
Contact center experience, understanding performance driving concepts and KPIs
A high level of discretion when handling confidential or sensitive information
Experience in handling escalated customer cases

Strategy Project Manager

Key skills