Consumer Service Manager

Thule Group; Malmö kommun; On-site; SEK 600,000 - 720,000; Full time

Job summary

Thule Group is seeking a Consumer Service Manager in Malmö to lead and develop their consumer service team across Europe and the Rest of World. This role focuses on delivering outstanding consumer support while improving team operations.

The ideal candidate will have solid experience in customer service leadership and a proven track record of driving performance and engagement. A strong communicator with leadership capabilities is essential to foster a productive team environment.

Qualifications

• Proven experience in leading consumer service teams.
• Strong understanding of service quality and efficiency balance.
• Fluent in English.

Responsibilities

• Lead daily operations and development of the consumer service team.
• Drive operational excellence and manage team performance.
• Initiate and implement process improvements.

Skills

Team leadership

Operational excellence

Customer service

Communication

KPI management

Job description

Are you passionate about leading teams, driving consumer excellence, and turning service operations into a world-class experience? If so, this role might be the right one for you.

At Thule, we are looking for a Consumer Service Manager to lead and develop our consumer service team within Europe & Rest of World (EROW), ensuring we deliver outstanding support to consumers while continuously improving our ways of working.

What you’ll do at Thule

As Consumer Service Manager, you will lead the daily operations and development of the consumer service team, ensuring high-quality support and efficient handling of consumer cases. A core focus of the role is to build a strong, engaged team culture where performance, ownership, and continuous improvement are central.

You will be responsible for driving operational excellence, including ensuring KPIs are consistently met and backlog is maintained at zero. This requires close daily follow-up of team performance, proactive workload management, and clear ownership of priorities and escalation handling.

You will also play a key role in developing people and processes. This includes onboarding new employees, maintaining high product knowledge within the team, supporting performance development of team members, and taking responsibility for performance reviews and employment decisions in collaboration with stakeholders.

In addition, you will act as a driving force for improvement initiatives across EROW. You will initiate, implement, and follow up on process improvements, ensure documentation and alignment across regions, and contribute to projects that increase efficiency and enhance the consumer experience.

What you bring

To succeed in this role, you bring solid experience in leading customer or consumer service teams, with a proven track record of driving performance, engagement, and operational excellence. You are confident in managing both people and processes, and you understand how to balance service quality with efficiency and clear KPI delivery.

You have experience working with structured service environments and are comfortable taking ownership of targets such as response times, resolution rates, CSAT, and backlog management. You are highly organized, solution-oriented, and capable of managing multiple priorities in a fast-paced environment.

You are a strong communicator and collaborator, able to engage effectively across functions and levels of the organization. You have a natural ability to lead, coach, and develop others, and you are not afraid to take difficult decisions when needed.

Fluency in English is required. You are also comfortable working with digital tools and have an awareness of modern service technologies and trends, including AI-driven solutions and automation.