Interim Head of Customer Engagement

Interim Global Head of Customer Engagement Start of assignment 1st of April 2026 End of assignment 31st of December 2026 Scope We are seeking an experienced, customer-centric leader to join the Customer Experience team. If you are deeply committed to customer excellence, bring strong leadership capabilities, understand customer communication and support operations, and take pride in delivering high-quality experiences that create real business value, this may be the ideal next step in your career. In this role, you will be part of the CX leadership team, leading a group of specialists and collaborating closely within an agile organizational structure. You will report directly to the Global Head of Customer Experience and play a key role in shaping how the company supports, engages, and communicates with customers worldwide. The position is based at the Global Headquarters in Gothenburg, Sweden. The organization operates within a hybrid working model that balances the advantages of in-person collaboration with the flexibility of remote work. What matters most is having the right time, tools, and trust to deliver exceptional results - and to do so in an environment where you can thrive. Level Senior 7-10 years Assignment description and main responsibilities In this role, you will drive the global Customer Engagement agenda by leading specialist teams in customer communication and support, ensuring strong operational alignment between HQ and markets. You will secure the prerequisites needed for efficient operations and play a central role in future-proofing and delivering strategies that strengthen customer support and communication to drive loyalty, customer satisfaction and world-class operations. You are a leader in your field and come with extensive experience and know-how always ready to engage, improve and constructively guide teams forward. Key Deliverables · Deliver on Customer Engagement OKRs and strategic priorities · Drive and implement customer support and communication strategies · Lead specialist teams within customer communication and support · Ensure operational prerequisites and frameworks are in place for effective execution · Manage and optimize the budget for Customer Engagement initiatives, ensuring effective allocation and cost control · Responsible for ownership resolution areas within commercial goodwill, technical goodwill and buybacks Competence Requirements To thrive in this role, you are proactive, adaptable, and detail-oriented. You take ownership, meet deadlines, and are comfortable adjusting direction when needed. You can work independently with sensitive information while also thriving in a collaborative, cross-functional environment. You are equally confident driving strategic initiatives and handling hands-on operational tasks, especially being comfortable in direct customer dialogue. You have executive presence and can influence peers and senior colleagues using data, storytelling and clarity in delivering presentations and successful projects. We believe you have: · A bachelor's degree in Business Administration, Communication, Customer Experience, or a related field · 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 Other requirements · 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 The team You will lead two HQ-based specialist teams within the global Customer Experience organization, each managed by a dedicated line manager. Community Engagement A team of specialists responsible for customer communication across social media and the Community Platform. Their scope includes brand and product communication, customer loyalty, support messaging, and social media monitoring. They collaborate closely with Product, Quality, and PR. Engagement Operations A specialist team supporting global contact centers with second-line support, performance management, roadside assistance, and both commercial and technical goodwill operations. They act as the central operational hub ensuring consistent and efficient customer support worldwide.Vi offererar ofta löpande. Det innebär att vi ibland tar bort uppdraget från vår webbsida tidigare än sista ansökningsdag. Är du intresserad av ett uppdrag rekommenderar vi dig att ansöka omgående.PayExpess: Vi erbjuder nu en snabb och smidig betalningslösning, så du slipper långa väntetider. Med oss får du din betalning inom 3-5 dagar efter att din tidrapport har blivit godkänd. Denna fördel ingår som standard i nästan alla våra avtal utan extra arbete från din sida. Läs mer på nedan länk: https://knowledge.eworkgroup.com/payexpress-get-paid-within-days-not-months