Senior Service Manager at Fazer Resume Sample

Hired by: Fazer

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Senior Service Manager at Fazer Resume Sample (Full Text Version)

David Barnes

Address: Street 1, Canada

Email address: hello@kickresume.com

Phone number: 999-9999

Profile

More than ten years of experience in solving customer needs, developing new services and new ways of doing things. Focused on developing customer experience in sales, marketing and customer service.

My key skills are:

Digital Services
Business Development, planning and execution
Sales & Marketing

Work experience

11/2021 - present, Senior Service Manager, Fazer, Vantaa

Planning and development of B2B sales systems (eCommerce, CRM, Marketing Automation)
System architecture, API's, backlog management and roadmapping

12/2018 - 10/2021, Digital Development Manager, Vattenfall, Helsinki / Stockholm

Developed the digital landscape and roadmaps for online and marketing automation in consumer sales
Collaborated with cross functional teams to increase client participation and effectiveness
Main responsibilities eCommerce, Customer Self Service and Marketing Automation

02/2016 - 11/2018, Business Service Manager, GS1 Finland, Helsinki

Service concepting and development with customers
Service portfolio management and international cooperation
Digital Asset Management service development and launch

06/2014 - 01/2016, Product Manager, Digital Services, VV-Auto Group, Vantaa

Business owner for service and product eCommerce channels
Planning and follow-up on digital marketing
Redesigned Master Data Management process

08/2010 - 06/2014, Product Manager, Volkswagen Aftersales, VV-Auto Group, Vantaa

Increased our key service segments customer retention by 4 pp
Planned and executed our new customer marketing concept
Increased accessories sales per car by 11 %

Education

08/2002 - 07/2008, Master of Science (Econ. & Bus. Adm.), Helsinki School of Economics, Helsinki

Marketing, Accounting, Economics

Master’s thesis: Customer Relationship Management

Skills

Professional Skills

Development

Projects

Marketing

CRM

Analytics

Agile/Scrum

Other Skills

Adobe PS, InDesign

Office

Jira / Confluence / Azure DevOps

English

Swedish

Courses

Agile Methodologies, Vattenfall
Service Design, Aalto PRO
K Digital Academy, Dentsu Aegis Network
eCommerce training, Finnish Commerce Federation
Project Management Fundaments, HP Education

Achievements

Planning Digital Services roadmaps and initiatives to achieve strategic goals.
Taking eCommerce in-house from external partner. Service design, customer needs mapping and future proofing for increasing online sales,
Mapping Marketing Automation state, classifying development needs and planning for a new operating model,
Developing and launching a new service and pricing model for FMCG and Retail Grocery industries in 9 months.
I was responsible for the process, sales and development of Audi, SEAT and Volkswagen eCommerce channels.

Position Overview:

As a Senior Service Manager at Fazer, you will play a crucial role in ensuring exceptional service delivery and customer satisfaction. Leading a team of service professionals, you will oversee the planning, execution, and continuous improvement of service operations. Your responsibilities will include managing client relationships, resolving escalated issues, and implementing service strategies to meet business objectives. The ideal candidate should have a strong customer-centric mindset, exceptional leadership skills, and a proven track record in managing service teams. With your expertise, you will contribute to Fazer's reputation for outstanding service and contribute to the company's overall success.

Company Overview:

Fazer is a well-established company renowned for its expertise in the food industry. With a rich heritage spanning over a century, Fazer is known for producing high-quality food and confectionery products. The company's diverse portfolio includes bread, biscuits, chocolates, pastries, and ready-to-eat meals. Fazer is committed to sustainability and responsible sourcing, ensuring the use of ethically sourced ingredients. With a focus on taste, quality, and innovation, Fazer continues to delight consumers with its wide range of delicious and wholesome food offerings. The company's dedication to excellence has earned it a strong reputation and a loyal customer base.

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