Consumer Service Manager

Thule Sweden AB, Malmö; Malmö kommun; On-site; SEK 500,000 - 650,000; Full time

Job summary

Thule Sweden AB in Malmö is seeking a passionate Consumer Service Manager to lead our consumer service team across Europe and Rest of World. You will ensure outstanding support while continuously improving team performance and processes.

The ideal candidate will have proven experience leading service teams, strong operational and organizational skills, and a fluency in English. Join us to be part of a team that thrives on communication and continuous improvement.

Qualifications

• Proven experience leading customer or consumer service teams.
• Strong organizational and multitasking skills in a fast-paced environment.
• Experience managing structured service environments with targets.

Responsibilities

• Lead daily operations of the consumer service team.
• Drive operational excellence and maintain KPIs.
• Develop people through onboarding and performance development.

Skills

Leadership skills

Operational excellence

Excellent communication

Organizational skills

Solution-oriented

Fluency in English

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.

Responsibilities

Lead the daily operations of the consumer service team across Europe & Rest of World, ensuring outstanding support and continuous improvement.

Drive operational excellence: maintain KPIs, keep backlog at zero, follow up with team performance, manage workload, prioritize and handle escalations.

Develop people and processes: onboard new employees, maintain product knowledge, support performance development, conduct performance reviews, collaborate on employment decisions.

Act as a driving force for improvement initiatives across EROW: initiate, implement, and follow up on process improvements, document and align across regions, contribute to efficiency and consumer‑experience projects.

Qualifications

• Proven experience leading customer or consumer service teams, driving performance, engagement, and operational excellence.
• Experience managing structured service environments and achieving targets such as response times, resolution rates, CSAT, backlog management.
• Strong organizational, solution‑oriented, and multitasking skills in a fast‑paced environment.
• Excellent communication and collaboration abilities, engaging across functions and levels.
• Leadership skills: coaching, developing others, making difficult decisions when needed.
• Fluency in English.
• Comfortable with digital tools and awareness of modern service technologies, AI‑driven solutions, and automation.

Why Join Us

We value teamwork within and across teams, encouraging an open, curious culture that shares knowledge and seeks continuous improvement.