Nordic Head of Customer Service
- Oslo
- Fast
- Fulltid
SATS is looking for an experienced and strategic Nordic Head of Customer Service who will be responsible for delivering and continuously improving our member experience. This role is critical to ensuring that strategy, processes, technology, and operations come together to provide the best possible customer service across brands and countries.About the roleAs Nordic Head of Customer Service, you will have overall responsibility for customer service in Norway, Sweden, Denmark, and Finland. You will drive both strategy and operational execution, ensuring unified processes, KPIs, and routines across all markets. The role also includes close collaboration with local leaders to secure strong implementation, and coordination of shared functions such as back office, quality assurance, digital service management, workforce management, and reporting.A key part of the role is leading the digital transformation of customer service, introducing smart automation, AI solutions, and innovative digital tools to enhance the member experience.Key responsibilities
- Strategic leadership and development of the customer service function in Norway, Sweden, Denmark, and Finland.
- Ensure a common operational model with standardized processes, KPIs, and routines across countries.
- Lead and coordinate shared functions such as back office, quality assurance, digital service management, workforce management, and reporting.
- Collaborate closely with local leaders to ensure local implementation of strategic decisions.
- Ensure member experience is central to all customer service activities and that teams deliver on defined KPIs such as:
- Member satisfaction and NPS
- CSAT, and First Contact Resolution, and initiate improvement actions as needed.
- Agent utilization and response time
- Service goal achievement and quality score
- Digital transformation & technology:
- Drive the development and adoption of digital tools and AI solutions within customer service. Promote smart automation and innovation in customer interactions.
- 5–8+ years of leadership experience within customer service, ideally in a Nordic or international setting
- Leadership excellence: Demonstrated ability to lead leaders and large teams, driving performance and engagement.
- Strategic thinking: Ability to translate insights and performance data into actionable business plans.
- Data-driven decision-making: Strong ability to understand and navigate data to ensure holistic thinking and guide strategic direction. Able to digest complex data into clear strategic actions and present a comprehensive view of customer service performance.
- Strong strategic and operational understanding.
- Ability to motivate and develop leaders and teams.
- Experience with KPI management and reporting.
- Excellent collaboration skills across functions and geographies.
- Insight into digital solutions and self-service strategies.
- People person with an interest in fitness and health.
- Strong leader with the ability to inspire and motivate large teams.
- Highly motivated and performance-oriented
- Analytically strong with high working capacity
- Identifies with SATS’s values:
- Members First – Accountable – Professional – Extraordinary.
- Strong communication and interpersonal skills.
- Practical executor who gets things done.
📍 Location: Oslo, Norway.#SATSNorge
#LI-AB1SATS Group, through our brands and concepts SATS, ELIXIA and Fresh Fitness, is the leading provider of fitness and training services in the Nordics with over 275 clubs, some 10 000 employees and around 700,000 members. At SATS, everyone is welcome and our members have full flexibility to tailor packages for their individual needs. We offer cutting-edge studio facilities for individual training, the broadest offering of group training programs, and highly qualified personal trainers for specialized training and individual coaching. We also focus strongly on supporting our members with online training and digital tools when they are unable to visit our club facilities. We are constantly working with trend research and innovation to be the industry’s best and most forward-looking fitness chain.