Market Lead (Copenhagen)

Job summary

This role involves leading a team in the e-commerce sector, focusing on customer service and AI-powered operations. The Market Lead will oversee client relationships and team performance while ensuring quality interactions.

Qualifications

• Minimum of 12 months experience as a Client Specialist, E-commerce Manager, Customer Service Manager, or similar role.
• Proficient in using AI tools and data analysis for quality improvement.
• Proven ability to manage client relationships independently.
• Experience in team development and leadership.
• Fluent communication skills in English and Swedish, both written and spoken.

Responsibilities

• Lead a team of Client Specialists and E-commerce assistants, setting expectations and conducting one-on-ones.
• Monitor AI performance across client accounts and ensure quality in both AI and human interactions.
• Serve as the senior escalation point for clients, fostering strong relationships and identifying growth opportunities.
• Report on team performance, client health, AI quality, and market developments to the Head of Client Success.

Skills

• Strong leadership and team-building capabilities.
• Excellent communication and relationship management skills.

Education

• Relevant experience in e-commerce or customer service management.

Tools

• Familiarity with AI tools and data assessment methodologies.