Marketing Communications Expert for Customer Service Domain

Klarna makes shopping smoooth. And we do it with flair because shopping is fun. Every day, we help customers, businesses, and partners explore just how smoooth the modern shopping experience can be. 

It means we’re constantly changing the game. Always trying out new things. And we encourage our people to do the same. To grow. To develop. Because we don’t believe roles have to stay fixed. Instead we inspire our people to take an irregular career path. As a company of 350 dynamic start-ups, our whole business is built for it. So once you’re in, there’s no telling what will happen next.

Klarna’s customer service operations have gone through several major transformations during the past 3 years, with a heavy growth in size and added complexity in terms of products supported. With all these changes going on, the core task remains: to deliver a superior customer service experience to all consumers using Klarna. For the long haul, the service that we deliver to our customers has been identified as a key differentiator to establish the Klarna brand compared to our competitors. Due to this, we have launched a new team, CS Offering Definition, to challenge the current ways of working and to build the future service offering - a superior, best in class customer service experience.

As communication undoubtedly is a core component of everything that we do within Customer Service, we’re looking for someone that can bring knowledge and expertise as well as be the day to day driver in leveling up our communication efforts. You will play a key role in developing and executing communications and engagement strategies to drive our main KPIs. You will also strive to turn complex propositions into simple communication so that our customer service agents and our end consumers find it easy to understand the Klarna value proposition. This will involve partnering closely with internal stakeholders (such as marketing, product and customer service) as well as external stakeholders (primarily outsourcing partners).. You will be part of a multi-competence team with significant mandate and an opportunity to make a real difference.

You will:

  • Play a crucial role in driving Klarna’s communication efforts within customer service, bringing Klarna’s story to life and helping to build the future customer service experience.
  • Build an overall communication strategy that will support our journey towards a best in class customer service, focusing on improving the way we communicate towards our customers. This will involve engaging with our customer service agents and ensuring that they’re set up for success in terms of how we communicate with our customers.
  • Ensure day-to-day implementation of communication activities within our Global Customer Service footprint that convey the Klarna message in the best way. You will need to be able to move between multiple audiences and contexts.
  • Build and maintain strong relationships with internal and external stakeholders as well as partners, such as outsourcing service providers. Identify opportunities proactively, investigate and build business cases and execute when needed.
  • Attract, coach and develop others, understanding team dynamics and strengthening the overall capability of the organization.

Who you are:

  • Be passionate about your job and enjoy a fast-paced working environment. You are customer obsessed, proactive by nature, can move between high strategy and small details, relish problem-solving, want the ability to think creatively and love the satisfaction of brilliant execution. 
  • Minimum 5 years of experience in communications roles, both in-house and/or agency, preferably in high-growth and/or payments or technology environments. Previous working experience from customer service operations is considered a big advantage.
  • Proven experience and leadership in running strategic communications to advance a company’s mission and commercial goals 
  • You are proactive and hands-on by nature and come up with new thinking that adds value and innovation to the work we do. It is crucial that you can take initiative, be strategic and forward-looking while at the same time taking personal ownership for everyday delivery.  
  • Flexibility and adaptability to manage complex issues in a regulated environment. 
  • Experience collaborating with cross-functional teams but also working with a wide variety of external partners preferable.
About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then, we’ve changed the banking industry forever. And now we’re creating the world’s smooothest shopping experience. We serve 80 million consumers worldwide, and partner with 190,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world’s leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 18 different markets, hosted by +3000 people from 90 nationalities.