Sales and Customer Service Manager

We are looking for and Sales and Customer, Service Manager to join Business Technology Services at Stora Enso starting as soon as possible.

You will be joining Business Accelerator Services / E2E Business Process Services team focusing to lead business transformation in sales, customer service and customer self-services areas. You will be reporting to E2E Business Process Lead.

Purpose

In this senior role you will lead our team responsible for multiple areas and support transformation in all our key business areas. Key is to ensure that we can achieve our business targets in different areas delivering the plans agreed together with the key stakeholders.

Your responsibilities

Lead your own team to improve

Align and coordinate business development actions with the business areas people responsible.

Lead transformation and development in CRMs (Salesforce, MS365 Dynamics), Marketing (HubSpot integration), Customer Service coordination (Salesforce, Teams Voice), Price Management (Conga, Simon-Kucher), Process Automation (Celonis integration), Customer Self-Service Portals (Salesforce eBox, web eFlowOnline), AI development connected in multiple platforms, backup systems management and operation, information security systems in platforms, GDPR compliance

Ensure approach is aligned with business cases and different business stakeholders

Responsible to run scrum meetings and guide development with the main vendors

Coordinate project work and participate projects as needed

Coordinate applications releases, maintenance, contract renewals, vendor relationships, support management in all levels and development work including integrations

Coordinate weekly level actions and arrange quartal level steering meetings with stakeholders

Change Management to drive and support business transformation

Ensure business value generation with agreed KPIs

What will you bring

Experience to lead teams in this responsibility area

Senior level experience managing this area with ha