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Customer Operations Lead

Copenhagen, Hovedstaden, DenmarkCommercial Excellence

Job description

The catalyst for growth lies in fostering a culture of customer engagement. Are you up for creating the best possible culture of Customer Engagement and do you have what it takes to deliver solid growth, then you are exactly what Famly is looking for!

Famly’s new Customer Operations Lead will join our Commercial Excellence team to ensure that our Customer Operations teams deliver an incredible customer experience, generate maximum value for Famly’s customers and actively contribute to Famly’s overall revenue growth. We have recently transformed our Customer Operation setup and the Customer Operations Lead will be responsible for delivering the strategic journey for our new Customer Operations setup, by analysing data and designing strategic initiatives in very close collaboration with the Customers Team Leads in each of our primary markets; UK, US and DACH.

The role requires the ability to combine strategic thinking, data analysis, and process improvements and enhancements. The Customer Operations Lead collaborates with numerous stakeholders and experience with stakeholder management would be a benefit. Project management skills will definitely also be useful in this position.

What you'll be doing:

  • Using data, metrics and various software systems to monitor account metrics to achieve customer and business goals while growing customer satisfaction and fostering loyalty

  • Be a consultative and supportive element to the upscaled customer teams focusing on Key Account Managers and Customer Advisors contributing to the operational dimension of customer excellence

  • Develop and lead new upsell and churn processes to drive better activation and performance

  • Develop processes and governance for our new Key Account Management setup

  • Engage in Enterprise Account planning

  • Own and operate Planhat

  • Collaborate across Famly’s teams to create cohesive customer experience

  • Engage closely with the Customer teams to understand the challenges and opportunities in driving revenue

  • Collaborate with Commercial management team members to create and execute training programs

  • Draft Customer Operations playbooks

Job requirements

About you:

  • You are passionate about helping people and love seeing them succeed.

  • You’re a patient and innovative coach who is focused on seeing your team thrive

  • You’re curious and inquisitive about processes and how to make them better.

  • You have 5-7 years of experience with Customer Success, Customer Operations, Customer Excellence, revenue operations or commercials excellence

  • You have the determination to drive necessary change in Commercials and have the confidence to stand your ground, bolstered with your knowledge, expertise and data.

  • You have great stakeholder management and communications skills, and are able to navigate leaders and C-level to clear roadblocks

  • You speak and write English as a native speaker

  • You are able to run and implement medium to long projects with high impact

  • You have experience working across a tech stack including Intercom, Planhat, Plecto, and more.

Who are Famly? wonder…
Once upon a time our co-founder Henrik’s daughter was ready to start at daycare. He couldn’t believe the amount of work being done on paper - and how distant he felt from his first child during the day. The paper ‘parent’ books they exchanged once a month just weren’t cutting it. Together with his friend, our co-founder and CEO Anders, they set about solving that.

That was then. Today, the 150 of us building Famly talk about trying to do two things for our many customers across the UK, Germany, Switzerland, Denmark, Norway and the US:

  • Giving children the best possible start to life.

  • Championing the vital work that goes into making that happen

Famly is on a mission to completely transform the childcare industry. We do that with software that brings hundreds of thousands of parents closer to their child’s day while they’re away from them. We also make financial, pedagogical, and planning tools for more than 34,000 childcare professionals, saving them hours and reducing their admin stress. Ultimately, that gives them more time and headspace for the little ones that really matter. We’d love for you to help us make that happen.

Famly is built on transparency, less talk - more action, and making sure the person sitting next to you, rather than yourself, is the one shining. We care about each other and the work we do, and are a close knit-team of around 150 people, from many different countries, sitting across the world. No matter where we are, whether in our Copenhagen office, Leicester, London, Berlin or Washington D.C., we like to eat lunch together every day, and celebrate with cake. Sometimes with champagne.

You’ll love working here because:

  • We’re all about hiring clever people who are good humans too. It means Famly is full of top thinkers and generous teammates waiting to help you shine.

  • We like to give a lot of ownership both in terms of responsibility and freedom to try new things. We’ll get you up and running and collaborate along the way, of course.

  • Flexible hours in a hybrid work environment. We fit work around our lives - not the other way around. If you need to work different hours sometimes or take the day from home we trust you to do just that.

At Copenhagen HQ, you can enjoy:

  • A yummy daily buffet and a well stocked drinks fridge (did someone say snack corner?)

  • Our private rooftop courtyard in the centre of Copenhagen

  • Team and company fun with dinners out, office BBQs, Friday bars, quarterly social events, game nights, and more!

  • 25 days of annual holiday, on top of all those Danish bank-related holidays during the spring (and the other festive holidays, too!)

Interested? Let us know! We're looking to fill the position as soon as possible, so get your application in today by sending us:

  • Your CV

  • A cover letter, in which you tell us about yourself and why you’re the best person for this position. Don’t hold back!

This is what our interview process looks like:

  • Video conversation with Senior People Partner

  • Logical test

  • Interview with the Director of Commercial Excellence

  • Home assignment (case)

  • Final interview with the Director of Commercial Excellence and a senior member of the commercial management team.

We are looking forward to hearing from you!

Famly is committed to creating a more diverse, equal, and inclusive workforce, building teams that represent a variety of backgrounds, perspectives and experiences. It is a fundamental policy at Famly not to discriminate on any basis or characteristics and celebrate diversity. Everyone is welcome and encouraged to apply.