GRAD ApS

Market coordination and customer excellence manager

The company

GRAD ApS is the Perfect Serve company - a Danish lifestyle startup on a mission: to sustainably refine the global beverage cooling industry. Located on Vesterbro in Copenhagen and based on its patent pending technology and award winning design, GRAD has developed a portfolio of “Perfect Serve” cooling products for the global hospitality industry.  The products have gained international traction and the company is currently scaling up fast on several markets globally.

The position

Location: B!NGS, Vesterbrogade 149, Copenhagen

Role: Market coordination and customer excellence manager

Start date: From 1st of August (with flexibility)

Salary: Competitive

You will be part of a friendly and international team in a super fun and growing industry (global hospitality industry) where you will be handed the important role and responsibility of coordinating and help executing our market efforts globally, as well as coordinating internal communication while always having the customer in focus. You will work closely with the sales/market team towards the customers – and internally with the operations teams to help run efficient processes and communication with each and every customer (both b2c and b2b customers). You have a bachelor or masters degree in business/brand/service management or similar field (or a similar professional bachelor).

You will be expected to positively and genuinely develop strong, trustworthy and long-term relationships with customers, key accounts and other partners – both externally and internally.

You are a social, natural relationship builder with a positive, can-do service attitude. Furthermore you are a result oriented team player with a friendly “killer instinct” and you like to win together with customers and colleagues as a team and understand the mechanics of customer success. It is important that you also have a very detailed oriented personality type that ensure all lose ends are being picked up and a top class result always is being delivered.

The role is versatile and will be developed as the company grows but at the beginning it will be a mix of market coordination, customer excellence and customer support. To succeed in the market coordination role you need to have a blend of analytical thinking, communication skills, and strategic awareness since you will be the bridge between different areas of the organization. To respectively succeed in the Customer Excellence/Support part of the role, you need a combination of empathy, resilience, and a strong service mindset. You will also be expected to respond to customer inquiries, complaints, and technical issues via phone, email, chat, or social media and provide timely and accurate solutions to ensure customer satisfaction.

You will be part customer support, part problem-solver, and part relationship builder and a service-first attitude will help you thrive in this role and help turn customer into loyal brand champions.

You can expect to be an integral part of the company from day one and with Grad´s global scale-up you need to be fluent in English (one of the Nordic languages would be beneficial as well).

Work assignments

• Develop and implement strategies to enhance the overall customer journey

• Act as first point of contact (customer support)

• Conduct root cause analysis for recurring issues

• Use insights to drive continuous improvement initiatives

• Work with departments like sales, marketing, product, and operations to align on customer-centric initiatives

• Ensure internal processes support a seamless and consistent customer experience

• Advocate for customer needs and expectations in product and strategy discussions

• Ensure the organization remains customer-centric at all levels

• Ensure timely delivery of materials, messaging, and support

• Serve as the point of contact between marketing, sales, and product team

• Identify gaps or inefficiencies in coordination processes

What we offer

We offer a place in a market leading, fast growing company with a cutting edge product portfolio and a transparent and flexible work environment where we appreciate a good cup of freshly brewed coffee (or several) and each other’s company. 

You can expect to grow personally and professionally and over time to become an expert of international business and global business scale-up and for the right candidate there will be good opportunity to develop towards a higher operational or market side role.

Website: www.grad.dk

Note: Please send all CVs and cover letters in English