Head of Customer Experience to SF Anytime

Job Description

Do you thrive in an environment thats buzzing with film quotes and the next upcoming film premiere Are you looking for a Head of Customer Experience role within streaming This is your chance - we are looking for a Head of Customer Experience to SF Anytime!

SF Anytime part of SF Studios is the leading video on demand service in the Nordics and Baltics and offers a variety of films ranging from the latest Hollywood blockbusters to independent movies and local Nordic favorites. With a 20-year history we work with both transactional VOD and EST directly to consumers as well as through operators. We currently offer over 15.000 films and 4.000 series episodes and we had over 10 million streams in 2024. SF Anytime also owns and operates the leading Danish streaming service Blockbuster.

We are raising the bar in our ambition to drive sales towards our existing customers and we are now recruiting a Head of Customer Experience. You will lead the business area within e-commerce to understand the needs of consumers and take relevant actions for our consumer dialogue. Your job will be all about transforming each consumer interaction into an opportunity to increase customer commitment. The environment is characterized by high growth ambition rich content (from Hollywood movies to local niche TV series) and a Nordic market scope. The Head of Customer Experience will report to the Managing Director SF Anytime and will be part of the SF Anytime management team. You will work closely together with the Head of Sales and the sales teams within the B2C environment across our markets.

Responsibilities

Lead and coordinate the daily operational work within the functional area of Customer Experience

Set the strategy to drive the development of the customer base (from lead generation to win-back of churned customers) including relevant KPIs for the business area

Lead the work in designing and implementing mechanisms for more efficient customer base management e.g. marketing automations and loyalty concepts

Manage business requirements to improve the CRM support (e.g. customer database analytics tool and marketing automation support) and secure more relevant communication channels

Apply customer frameworks (e.g. Customer Lifecycle Customer Touch Points and Segmentation) to accelerate customer centric ways of working

Support colleagues to develop a customer first attitude e.g. by offering customer research support in product development projects and set up interaction plans for the customer dialogue

Track the use of the commercial spend towards our existing customer base to prioritize the most efficient enablers of customer lifetime value

Contribute joint efforts as a team player e.g. to develop the customer promise and to deliver major campaigns towards our users

Skills & Requirements

To be successful in this role we think you have/are:

A degree in marketing management business or equivalent area

At least 5 years experience in the CRM field optimally combined with a broader Customer Experience role

Previous P&L responsibility

Previous experience in managing daily operations of a team within the field

Strategic thinker but also an operational doer

Good conceptual skills and the ability to progress based on models and frameworks

Strong analytical skills optimally with hands-on experience of customer research

Experience from setting the tone of voice for the communication strategy

Excellent communication skills (both written and oral) in English and either Danish Norwegian or Swedish

Experience of implementing and using CRM and marketing automation tools as well as Excel PowerPoint & Word

Eager to coach and train peers with diverse skills and perspectives

As a person we believe you are a business and team-oriented person. We think you have good social and interpersonal skills and can work cross-functional and manage key stakeholders at different levels. Furthermore we think you operate without prestige and are happy to work high and low. One of our values is to work together as one team which we take pride in.

At SF Anytime you will work with highly engaged people with competencies ranging from e-commerce to streaming to movie and TV production to finance and sales and in a digital and tech driven environment. We are diverse but the one thing we all have in common is our passion for movies. If you have a great interest for movies you will feel right at home!

Application

If this sounds like a dream job for you apply today! We look forward to your application.

For questions turn to Michael Holmberg Managing Director SF Anytime emailprotected

About the company

SF Studios founded in 1919 is one of the worlds oldest film companies and the leading film studio in the Nordic region. Its business includes production and distribution of feature films and TV series and the streaming platform SF Anytime. SF Studios has its head office in Stockholm Sweden and subsidiaries in Oslo Copenhagen and Helsinki and is part of the leading Nordic media company Bonnier AB.