Head of Customer Service to Haypp

Would you like to take full ownership of developing a modern, data-driven and customer-focused Customer Service organisation? Do you thrive in a strategic leadership role where you can combine business development, operational excellence and digital transformation? Then this could be the opportunity for you!

We are now looking for a Head of Customer Service for a parental leave cover lasting just over one year, starting in October 2026 and running through January 2028.

This is an opportunity for someone who wants to step into a strategically important role and a strong opportunity to make an impact. During your time in the role, you will have the opportunity to develop ways of working, the organization and the customer experience, while driving initiatives that can create a clear and lasting impact on the business.

About Haypp

Haypp Group is leading the global shift from smoking to reduced risk alternatives. With roots in the pioneering smoke-free alternative markets of Scandinavia, Haypp uses its e-commerce leadership and regulatory expertise to bring compelling value to over 1.1 million consumers. Operating through eleven distinct e-commerce brands, the Group is active in six countries in Europe and the USA.

About Haypp Group | Leading the global smoke-free transformation

About the role 💜

As Head of Customer Service, you will have overall responsibility for developing and leading the company's Customer Service function across the Nordic, European and UK markets. You will be a key driver in creating a world-class customer experience while ensuring an efficient, data-driven and scalable operation.

You will lead two Team Managers and a System & Insights Manager, all based in Stockholm, who together oversee a team of approximately 25 employees. Through them, you will lead the function and create the conditions for a high-performing organisation with clear goals, structures and ways of working.

You will work both strategically and operationally, with a strong focus on development, change and digitalisation. Through data-driven insights, smarter processes and new digital solutions, you will help create the conditions for increased customer satisfaction, loyalty, retention and profitability - while driving changes that can have a clear and lasting impact on the business.

Your responsibilitiesz

In this role, you will:

• Develop and implement the Customer Service and Customer Experience strategy across the Nordic, European and UK markets.

• Lead and develop three managers and a total team of approximately 25 employees.

• Drive initiatives that strengthen customer satisfaction, loyalty and retention.

• Own KPIs, forecasting, capacity planning, quality and operational performance.

• Identify and drive process improvements, efficiency initiatives and preventative measures to reduce unnecessary customer contacts.

• Lead cross-functional initiatives focused on improving customer experience and business results.

• Own and develop the roadmap for digital transformation within Customer Service.

• Drive the development and implementation of AI, automation and self-service solutions.

• Ensure customer and business data is used to identify trends, opportunities and areas for improvement.

• Develop the organization’s capabilities, leadership and ways of working.

• Represent Customer Service in strategic and cross-functional forums.

• Take responsibility for budget, resource prioritization and compliance with relevant laws, regulations and internal policies.

We are looking for you 💜

We believe you are an experienced leader with a strategic and analytical mindset, combined with a strong operational drive. You are business-oriented and customer-focused, with an understanding of how Customer Service can contribute to both stronger customer relationships and increased profitability.

You are motivated by developing people, ways of working and the business, and see change and digitalization as opportunities to create better customer experiences and tangible results.

As a person, you are humble, communicative and a natural team player. You build trust easily at different levels of an organization and bring positive energy to the everyday workplace. You thrive in an open and relaxed team culture where people take ownership, collaborate and support one another.

To succeed in this role, we would like you to have experience in:

• Strategic leadership within Customer Service, Customer Experience or a similar function.

• Leading through other managers or Team Leads and developing high-performing teams.

• Business performance management, using KPIs, data and business analysis as a basis for decision-making.

• Process improvement and operational efficiency.

• Digital transformation, automation and preferably the implementation of AI-based solutions.

• Change management and organizational development.

• Stakeholder management and the ability to create engagement and alignment across cross-functional and international organizations.

• Experience from a SaaS company and/or scale-up environment is considered a plus.

• Fluency in Swedish and English, both written and spoken.

Employment details

Full-time, 40 hours/week, parental leave cover from October 2026 through January 2028. You will be employed as a consultant via us at The Place.

You will be based at Haypp's inspirational office at Handenterminalen 5 in Handen, Stockholm, with a minimum of three days per week in the office.

The Place - Where happy work happens

Does this sound interesting and you still want to apply? Good - if you manage to get the spot, you will also become part of The Place! As an employee at The Place, you are offered a network, mentoring and secure conditions. In The Place, you have a Worklife Partner who is interested in following and developing your working life over time.