Market Lead (E-commerce, Copenhagen)

Job summary

The Market Lead will oversee a team focused on enhancing customer service and client success within the e-commerce sector, leveraging AI tools to optimize operations. This leadership position requires a blend of e-commerce expertise and a commitment to client satisfaction.

Qualifications

• Minimum of 12 months experience in roles such as Client Specialist, E-commerce Manager, or Customer Service Manager.
• Proficient in utilizing AI tools and data analysis to enhance service quality.
• Proven track record of independently managing client relationships.
• Strong team development skills and ability to foster a collaborative environment.
• Excellent communication skills in English, both written and spoken.

Responsibilities

• Lead and mentor a team of Client Specialists and E-commerce assistants, ensuring skill alignment and capacity.
• Monitor AI performance across client accounts, maintaining high standards for both AI and human interactions.
• Serve as the primary escalation point for clients, nurturing relationships and identifying growth opportunities.
• Report on team performance, client health, AI quality, and market trends to the Head of Client Success, proactively addressing risks.

Skills

• Leadership and team management.
• Client relationship management.
• Data-driven decision-making.
• Proficiency with AI tools in customer service contexts.

Education

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

Tools

• Familiarity with AI tools and customer service platforms.