Head of Customer Lifecycle Management – CLM

This is a fully remote position, open to applicants in Europe.

📋 Description

• Lead, develop, and enhance the Customer Lifecycle Management capability area throughout the Nordics in the Business Area Private.

• Take ownership of the strategic direction and key concepts for comprehensive customer lifecycle management, encompassing acquisition, onboarding, engagement, retention, and win-back.

• Contribute to marketing, sales, service, and loyalty frameworks that foster growth, align with business priorities, and address customer needs.

• Collaborate closely with Tribes and key business stakeholders from Sales, Product, and Partnership teams to identify opportunities and assess customer and business impacts.

• Transform business objectives into scalable lifecycle frameworks, customer relationship models, and omnichannel lifecycle orchestration principles.

• Drive cross-market alignment among Tribes, business units, and enabling functions.

• Work in partnership with Customer Analytics, CRM, and other Capability Areas to convert lifecycle strategies into actionable customer engagement and automation requirements.

• Lead and mentor Chapter Leads within the capability area.

• Oversee a team of three leaders for Customer Engagement Chapters, comprising approximately 20 specialists.

• Assist in establishing and growing the Capability Area model in Customer Engagement & Analytics.

• Report directly to the Head of Customer Engagement & Analytics.

• Travel to other offices as required.

⛳️ Requirements

• Extensive experience in customer lifecycle management, customer strategy, customer engagement, loyalty, retention, and business growth within a complex organization.

• Strong understanding of lifecycle strategies, customer engagement models, customer value propositions, and the development of omnichannel customer experiences.

• Experience in leading teams, developing competencies, or enhancing capabilities in a Nordic, multi-market, or matrix environment.

• Demonstrated ability to facilitate alignment and decision-making across markets, business units, and enabling functions.

• In-depth understanding of how customer insights, analytics, segmentation, and CRM execution contribute to lifecycle development and measurable business results.

• Analytical and conceptual mindset, capable of transforming complex customer needs into scalable strategies, frameworks, and operational principles.

• Exceptional communication, facilitation, and coaching skills in both strategic and operational contexts.

• Ability to take full ownership of a broad capability area and drive it from strategic direction to practical implementation.

• Proficient in English; proficiency in local languages is considered an advantage.

🏝️ Benefits

• An inclusive work environment where everyone is welcome.

• Opportunities for career advancement and development within the largest insurance company in the Nordics.

• A highly skilled and collaborative professional environment.

• Flexibility for a hybrid workplace.

• A health-promoting workplace featuring wellness allowances and sports activities.

• Excellent insurance benefits, lunch allowances, and substantial pension savings.