About Nordgreen

Nordgreen’s aspiration is to become the world’s most sustainable accessory brand. The mix of a dedicated team, a great product line that includes watches, sunglasses & jewelry, excellent customer reviews, a foundation in Scandinavian design and a strong ESG agenda has proven to be a strong formula for success. Nordgreen is at a really exciting stage. We have clear proof of concept and have developed from a startup to a company with a +100 mio DKK annual revenue in just three full years. From our online pure play beginning with 7 localized webshops operating from Asia to the America’s, we have expanded into multi-brand retail stores, moved into new markets and have exciting new products in the pipeline. We are a strong, international team with more than 16 nationalities in our Copenhagen office, where a fun working environment is merged with a high-performance culture.

The opportunity

Our Head of Customer Experience is going on maternity leave and we are looking for a person who leads the whole Customer Experience department in Copenhagen. The start date is 1st December and the contract is time limited, yet more than a year contract with a possibility for extension.

The department consists of 6 market/language based teams and you will overlook customer experience activities across all markets. 

As the Head of Customer Experience, you will be responsible for the overall team performance, as well as achieving KPIs. On a day to day basis, you will ensure that the team is responding to customer inquiries in a professional and friendly manner within reasonable time and that we are delivering the best possible service and experience. In addition, sharing issues, feedback, and data with the relevant teams is also an important task. Beside the daily tasks, you will own and lead various exciting projects. 

Duties & Responsibilities

• Lead and manage the whole team consisting of 6 country teams serving customers from all over the world

• Continuous training, coaching, mentoring, recruiting and onboarding the members

• Implement and optimize the tools and methods as well as create and update the guidelines and workflow

• Ensure that the information across webshops, return platforms, FAQ, email templates etc is correct and updated 

• Expand and implement new initiatives to deliver great customer experience and increase customer loyalty as well as to increase sales

• Gather, analyze and report customer service related data and feedback 

• Work closely with country managers, logistics team, product team, brand team to enhance whole customer experience

• You will report directly to the CMO

You are the perfect candidate if

• You have +2 years experience in similar role or in B2C customer service, customer support, customer experience preferably in E-commerce industry

• You have experience with Shopify and Gorgias or similar ticketing / helpdesk system

• You are a great listener and can think in others' shoes (both for your team members and customers)

• You can keep your head cold even in hectic and difficult situations

• You have problem solving skills as well as logical thinking and are happy to help people 

• You are based in Copenhagen

• Proficiency in Danish is a big plus

We offer

• A fixed salary and bonus scheme

• A workplace with a strong entrepreneurial spirit, we prioritize a fun environment where people can enjoy their work but also grow.

• Be part of a highly enthusiastic team, with the aspiration to become a globally known accessory brand

Application

At Nordgreen we celebrate diversity. All applicants are welcome. We thrive in an open environment with a commitment to diversity, equality, and inclusion.

Perks:

• Lunch is served in the office every day by our professional chef

• Free coffee

• Friday bars every month

• Flexi-working (working from home 1 day a week)

• Professional development

• Team events