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Klarna

Sr Manager Customer Operations, Social Media

Stockholm, Sweden
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 smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 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 17 different markets, hosted by 5000+ employees from 100+ nationalities.

About the role

Social media and community management from a Customer Service perspective is a broad problem space that Klarna wants to invest and push further during 2022. As of now, it spans from operational support in customer service queries in social media channels, It continues with various delighters when opportunities arise (i.e. customer jokes about Klarna on Twitter and Klarna engages to delight and create further engagement) all the way to opportunities that are not currently covered from our offering such as community management in a dedicated Klarna community forum, customer service support in new channels where consumers are already talking about us (e.g. Tik Tok).

As the leader of this global and high visibility problem space, you will be responsible for ensuring that our offering is standardised from a quality, training, process standpoint across our markets. 

You will be responsible for our Customer Service as well as marketing agency suppliers in order to ensure that our offering is continuously being improved according to our KPIs (consumer preference, contact resolution, complaints, SLAs etc).

You will be working very closely with our marketing organisation in order to ensure alignment across various initiatives and marketing campaigns. 

You will have the autonomy to set the vision, what success looks like and your roadmap for this problem space and you will then be able to work together with the product/engineering teams and/or 3rd party suppliers to realise those.
This role will be part of the Consumer operations organisation within the Customer Service domain and will report directly to the Director of that function.

What you'll do:

  • Vendor and Agent management - handle the regional relationship with our vendors and in-house agents, ensuring consistency in approach and service across all markets
  • Define, implement and optimize performance metrics. Optimize area operations to get to Klarna’s standard service levels.
  • Global work - As the bridge between global and local teams; translate the global strategy for your markets, input into innovative customer experiences we can scale.
  • Measurement - Report on performance indicators like brand favorability and trust on a monthly basis for our key markets, and explain the implications of results to craft the work accordingly.
  • Processes - Implement global scalable processes, tooling, and best practices
  • Integration with brand marketing: Liaise with the Klarna brand and country marketing managers to optimize campaign creatives for social channels
  • Deep-dive on data to produce valuable insights and lead initiatives to get our Social Media service to the next level
  • Coordinate with several markets for a best in class service across the world

What you'll need

  • At least 6+ years of experience working with social media channels, customer support and working on creative and innovative social media campaigns preferably in a fast-paced environment
  • Understanding of Customer Experience needs and best practices
  • Previous experience with Customer Service related roles/areas preferred 
  • High service standards applied to the day-to-day work
  • Large experience dealing with KPIs and working towards ambitious objectives
  • Strong project management skills, experience with managing multiple projects with tight deadlines
  • The ability to take initiative in a constantly changing work environment
  • Experience working for a global brand or matrixed organization
  • Deep understanding of how brands should use social media to show up authenticity
  • Specialist in developing social customer service strategies that are native to each channel and that can deliver tangible results
  • Ability to collect, analyze, and use social data to inform decision making
  • At the groundbreaking of social trends and culture, knowing how to credibly and sensitively harness them while maintaining brand safety and values
  • Deep understanding of how paid and organic content and strategies work together
  • Understanding of Customer Experience needs and best practices
  • Previous experience with Customer Service related roles/areas preferred 
  • High service standards applied to the day-to-day work
  • Large experience dealing with KPIs and working towards ambitious objectives
Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.

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