Head of Customer Lifecycle Management – CLM

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🔥 0 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 12%

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If Insurance

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💸 Finance

👥 B2C

Insurance • Finance • B2C

If Insurance is a customer-centric insurance provider that focuses on insuring valuable aspects of life, including people, animals, homes, and cars. With 7,900 skilled employees serving 3. 6 million customers, If aims to provide comprehensive coverage while ensuring a seamless experience for clients. The company prides itself on its international working culture and commitment to diversity, while emphasizing its approachability as the 'undifficult insurance company.

📋 Description

• Lead, develop, and evolve the Customer Lifecycle Management capability area across the Nordics in Business Area Private • Own the strategic direction and key concepts for end-to-end customer lifecycle management across acquisition, onboarding, engagement, retention, and win-back • Contribute to marketing, sales, service, and loyalty frameworks that drive growth, support business priorities and customer needs • Partner closely with Tribes and key business stakeholders from Sales, Product, and Partnership teams to identify opportunities while measuring customer and business impact • Translate business ambitions into scalable lifecycle frameworks, customer relationship models, and omnichannel lifecycle orchestration principles • Drive cross-market alignment across Tribes, business units, and enabling functions • Collaborate with Customer Analytics, CRM, and other Capability Areas to translate lifecycle strategies into executable customer engagement and automation requirements • Lead and coach Chapter Leads within the capability area • Lead a team of 3 leaders for Customer Engagement Chapters, consisting of approximately 20 specialists • Contribute to establishing and developing the Capability Area model in Customer Engagement & Analytics • Report to the Head of Customer Engagement & Analytics • Travel to other offices as expected

🎯 Requirements

• Strong experience working with customer lifecycle management, customer strategy, customer engagement, loyalty, retention, and business growth in a complex organization • Solid understanding of lifecycle strategies, customer engagement models, customer value propositions, and omnichannel customer experience development • Experience leading people, competence development, or capability development in a Nordic, multi-market, or matrix environment • Proven ability to drive alignment and decision-making across markets, business units, and enabling functions • Strong understanding of how customer insights, analytics, segmentation, and CRM execution can support lifecycle development and measurable business outcomes • Analytical and conceptual mindset with the ability to turn complex customer needs into scalable strategies, frameworks, and operating principles • Excellent communication, facilitation, and coaching skills in both strategic and operational contexts • Ability to take ownership of a broad capability area and drive it from direction-setting to practical implementation • Fluency in English; local language skills are considered a plus

🏖️ Benefits

• An inclusive work environment where everyone is welcome • Career and development opportunities in the biggest insurance company in the Nordics • A highly skilled and collaborative professional environment • Possibility of hybrid workplace • Health promoting workplace with wellness allowance and sports activities • Great insurance benefits, lunch benefit and high pension savings