Customer Operations Manager

Actona Group A/S; Denmark; On-site; DKK 900,000 - 1,100,000; Full time

Job summary

Actona Group A/S is seeking a Customer Operations Manager to lead a team of approximately 10 colleagues and to elevate our B2B customer experience across all touchpoints. You will translate strategic goals into concrete actions, drive performance through KPIs, and foster a culture of accountability, collaboration, and continuous improvement.

In this role you will partner with Sales, Supply Chain, Procurement, Logistics, Product Development, and Finance to ensure seamless customer journeys and

Qualifications

• Experience leading a customer operations or operations team.
• Proven track record in driving performance and improving processes.
• Experience in international or global settings are advantageous.
• Strong leadership and change management skills.

Responsibilities

• Lead, motivate, and develop a team of approximately 10 employees.
• Drive an excellent B2B customer experience across all customer touchpoints.
• Translate company goals and priorities into clear team objectives, actions, and results.
• Continue to strengthen a culture of accountability, customer centricity, collaboration, and continuous improvement.
• Drive process optimisation, standardisation, digitalisation, and adoption of new technologies, including AI-enabled solutions.
• Lead through KPIs and ensure transparency, ownership, and performance management across the team.
• Collaborate closely with Sales, Supply Chain, Procurement, Logistics, Product Development, and Finance to ensure seamless customer journeys.

Skills

People leadership

Change management

Process improvement

KPIs & performance management

Cross-functional collaboration

Tools

AI-enabled solutions

Job description

Actona Group is on an ambitious transformation journey. As we continue strengthening our Customer Operations organisation, we are looking for a Customer Operations Manager to lead a team of approximately 10 dedicated employees.

Reporting to the SVP Customer Operations & People, you will play a key role in developing both people and processes while helping shape the future Customer Operations setup.

At Actona Group, we believe that excellent products must be matched by an excellent customer experience. In this role, you will be responsible for ensuring a consistently high-quality B2B customer experience across our key customers while driving operational excellence, continuous improvement, and team performance.

This is a role for someone who thrives on leading people, driving high-performance, and improving the way things are done. We are looking for a proactive leader who thrives in a changing environment, is motivated by creating results through others and who wants to take an active part in Actona Group's transformation journey.

Your Responsibilities

• Lead, motivate, and develop a team of approximately 10 employees.
• Drive an excellent B2B customer experience across all customer touchpoints.
• Translate company goals and priorities into clear team objectives, actions, and results.
• Continue to strengthen a culture of accountability, customer centricity, collaboration, and continuous improvement.
• Drive process optimisation, standardisation, digitalisation, and adoption of new technologies, including AI-enabled solutions.
• Lead through KPIs and ensure transparency, ownership, and performance management across the team.
• Collaborate closely with Sales, Supply Chain, Procurement, Logistics, Product Development, and Finance to ensure seamless customer journeys.

What success looks like

From day one, we will support you in understanding the business and setting you up for success. Here's what success could look like during your first year:

First 3 months:

You build strong relationships, gain a deep understanding of the business, and create clarity around priorities and expectations.

First 6 months:

You have established yourself as the team's leader, implemented initial improvements, and translated company priorities into clear team objectives and actions.

First 12 months:

You lead a highly engaged and high-performing team, have delivered measurable improvements to customer experience and operational performance, and are recognised as a trusted leader who creates results through people and actively contributes to the transformation of Customer Operations.

Who Are You?

You are a strong people leader with a genuine excitement for developing others and creating results through your team.

You bring leadership experience from a customer-facing or operational environment, preferably within an international organisation, and have a proven track record of driving performance, improving processes, and leading teams through change.

Most importantly, you are:

• A motivating and engaging leader.
• Thrives in a dynamic environment and remains focused and constructive during periods of change.
• Proactive and naturally inclined to take ownership.
• Comfortable leading through KPIs and performance management.
• Ambitious and eager to grow alongside the business.

Why Join Actona Group?

This is an opportunity to become part of a company with strong ambitions and a clear transformation agenda.

You will join an international environment where you can make a real impact on people, processes, performance, and customer experience. As Actona Group continues its transformation journey, we offer exciting opportunities for personal and professional growth for individuals who demonstrate ambition, ownership, and the ability to create impact through people and performance.

We are looking for someone with ambition, drive, and a desire to grow with the business. Someone who is excited by change, motivated by improvement, and eager to help shape the future of Customer Operations at Actona Group.

We encourage all qualified candidates to apply, regardless of gender, age, ethnicity, or background

About Actona Group

Actona Group is an international furniture company headquartered in Denmark, operating in more than 90 countries. We develop, source, and sell modern furniture solutions to some of the world’s leading retailers and private label customers.

We are on a continuous journey towards becoming a larger, stronger, and more sustainable company. We will create continued growth and value-adding services for the benefit of our customers and partners. With a sustainable focus, we also want to minimise our environmental impact.

Facts about Actona Group:

• 2,500 employees worldwide
• Headquarters, showroom, and European distribution centre in Tvis, Denmark
• Furniture production and local administration in Lithuania, Poland, and Ukraine