Vacant job

We are looking for an experienced and driven Channel Manager for a longer consulting assignment with a major player in the energy and customer service sector. You will replace a person going on parental leave and will play a central role in developing and optimizing customer service delivery in collaboration with both internal teams and external partners.

The assignment is suitable for you who have previously worked in similar roles with documented good results, have strong business understanding, and thrive in an environment where you both lead, follow up, and drive improvement work at a tactical level.

As a Channel Manager, you will among other things:

• Define requirements, coordinate, and follow up assignments with a focus on quality, SLA, and delivery precision

• Monitor and analyze data, both current situation and future needs

• Collaborate with various stakeholders regarding regulatory changes and process impact

• Follow up results and demand actions where improvements are needed (SLA, scorecards, KPIs)

• Conduct analyses and develop Business Cases

• Work closely with customer service teams and agents, including joint listening and quality dialogues

• Drive optimization of processes within business and customer service flows

• Meritorious: define requirements for further development of chatbot solution (Chatbot 2.0)

We are looking for someone who has:

• 5–7 years of experience in similar roles within customer service, channel management, or process management

• Very good understanding of customer service operations and the interplay between customer service and sales organizations

• Experience in leading and following up external partners/suppliers

• Experience in process mapping, analysis, and improvement work

• Good business understanding and experience in sales towards existing customers

• Very good ability to work data-driven and conduct analyses

• Fluent in Swedish and English in both speech and writing (English is needed for documentation, reading materials, and presentations)

• Experience in developing or defining requirements for chatbot or automation solutions

• Experience from larger customer service organizations or the energy sector

• Familiarity with working on tactical and strategic improvement work

• The assignment is performed on-site in Solna, at least 3 days a week (Wednesdays mandatory + two optional days).

• The remaining time can be worked remotely by agreement.

Start: December 1, 2025 Scope: 100% (40 hours/week)

End Date: August 31, 2026 (project employment)

This is an assignment for you who want to contribute to a business in change and who is passionate about customer service, quality, and business development. Submit your application and become part of our consulting team – we look forward to hearing from you!