Customer Service Director
THE OPPORTUNITY
At Kjell Group, we are accelerating our journey to become the most trusted and accessible destination for consumer electronics and services in the Nordics. With strong momentum and clear growth ambitions, we are now elevating customer service into a true competitive advantage.
We are looking for a Customer Service Director to lead this shift – a business-critical role with the mandate to transform customer service from a reactive support function into a proactive, insight-driven, and value-creating capability.
You will own and evolve our end-to-end customer service and delivery experience across all channels, with clear accountability for key metrics such as NPS, resolution efficiency, and cost-to-serve. Working closely with senior leaders, you will help shape how Kjell Group delivers on its customer promise – turning customer interactions into measurable business impact.
Building on a strong foundation, you will define the next chapter by creating a scalable, high-performing function that strengthens both customer loyalty and commercial results.
YOUR KEY RESPONSIBILITIES
Own and drive the Customer Service strategy, ensuring clear and measurable business impact
Lead the transformation towards a proactive, scalable, and insight-driven customer service capability
Hold end-to-end responsibility for the customer experience across the order and delivery journey
Drive performance across key metrics such as NPS, resolution efficiency, and cost-to-serve
Build and lead a high-performing organization, with full responsibility for people, culture, and results
Act as a key cross-functional partner, aligning customer experience with commercial, operational, and digital priorities
WE BELIEVE YOU HAVE
A senior, forward-leaning and customer-obsessed leader who knows how to translate customer needs and behaviors into scalable solutions and measurable business impact.
Extensive experience from leading customer service, customer experience, or operations in multi-channel, high-volume environments
Proven ability to drive transformation and build scalable, high-performing operations
Strong commercial mindset, with the ability to turn customer insight into tangible business results
An inspiring and confident leader who builds trust, accountability, and high-performing teams
You bring a structured and data-driven approach, combined with a collaborative and pragmatic mindset. You create clarity, alignment, and momentum across teams and stakeholders – and balance strategic direction with hands-on execution.
WHY KJELL GROUP
At Kjell Group, you step into a role with real influence and visibility in a company with strong momentum and clear ambitions.
You will have the opportunity to shape both strategy and execution – and see the direct impact of your work on customer experience, operational performance, and business results.
We offer a collaborative, fast-moving environment where ideas turn into action, and where leadership is defined by ownership, curiosity, and a strong drive to improve.
OTHER INFORMATION
The role is part of the Retail Management organization and reports to Chief of Retail (CRO). Some travel may be required.
Please note that a background check may be conducted as part of the recruitment process. This applies to all positions at Kjell & Company.
We review applications on an ongoing basis and encourage you to apply as soon as possible.
APPLY TODAY – and be part of shaping the future of customer experience at Kjell Group.
Kjell & Company is one of the largest omnichannel consumer electronics accessories retailers in the Nordics. With operations in Sweden, Norway, Denmark as well as China we live our vision of improving people’s lives through technology. Our mission is to help and inspire people to use technology in ways they didn’t think were possible. We do that with the support of our highly knowledgeable and engaged colleagues across our stores and offices, as well as a concept which combines closeness to the customer with unique service experience. Kjell & Company was founded in 1988, has headquarter in Malmö Sweden and is listed on Nasdaq First North Growth Market since 2021.
Kjell & Company is growing! We are an innovative and purpose driven organization. We believe that right culture, values, and empowerment create healthy people and business. Do you want to join our journey? Read more about what it is like to work at Kjell & Company:
At Kjell & Company, we love to share our knowledge and experience with each other as well as with our customers through world-class service. We care about each other and collaborate in a modern organizational setup and a unique company culture which we call the Kjell Spirit. We are an international, dynamic team of innovators who drive to find new, sustainable ways of future retailing offering the best products and solutions for our customers as well as honest and fair company culture for our employees and partners. Joining us, you are joining an ambitious team and a fun environment of continuous improvement and new opportunities. High pace, agile approach is as obvious as having a Friday coffee or breakfast with a team of colleagues who have become your close friends. We develop together and we share the joy together.
Do you want to know more? Let our colleague Emil tell his story! https://www.youtube.com/watch?v=YVfDSn8kzuM
