About The Commercial Organisation

The Commercial organization sits at the heart of our business, and enables the Sales, Operations and Financial teams throughout the contractual lifecycle globally. The Organisation operates with a global remit.

Led by the Global Chief Commercial Officer (CCO), who reports to the Global CEO, the Commercial organization includes all commercial and solution functions, with experts in Solutions (CX, IT, People, Integrated); Client Strategy & Advisory; Data, Analytics & Reporting (collectively known as “The Solutions Group”), Bid Management; Pricing; Contract Management; and more. The departments interoperate to deliver growth excellence.

About Client Strategy & Advisory

The Global Client Strategy & Advisory (CS&A) Department is a core growth enablement function which spans two key areas: Advisory & Client Strategy. Ultimately, our role is to enable our clients and prospects to understand where they are today, where they want to be tomorrow, and how to navigate the journey in-between. Our teams work spans the end-to-end client lifecycle, providing unique insights and understanding to create growth.

Key aspects of the function include:

• Defining and designing client facing transformation strategy
• Consultative selling across the client lifecycle
• Commercial acumen and negotiation
• Deep abilities to define solutions which span technology, people and process and are commercially meaningful to Foundever and our clients.

The Opportunity

We are seeking dynamic a Client Strategy Manager to support a key client in the Nordics region, to deliver exceptional client facing programmes. The ideal candidates will have demonstrable experience in contact centres, customer experience programmes or technology deployments. The role combines commercial understanding, analytical skills, programmatic skills and salesmanship. The Managers partner directly with Client partner, Account Directors and Operational Leadership to surface insights, track value, develop recommendations, and support programme delivery across multiple client engagements. The successful candidate will join a high performing existing team with significant room for growth.

He/She/They will be working on: a) high-profile deals with clients; b) building strong and meaningful programmes of work which enable our clients; c) developing our practise and methodologies; d) their own learning and development.

Key Responsibilities

This role is broad in its nature, core responsibilities are below:

• Analyse client performance across core CX metrics (e.g., NPS, CSAT, AHT, FCR, CES, Sales performance and conversion, quality KPIs) to identify trends, risks, and opportunities.
• Run and manage client facing programmes to uncover additional opportunities and needs.
• Identify routes through operational and technological change to improve our Clients Customer Experiences.
• Support value tracking & ROI modelling, ensuring outcomes are clearly linked to CS&A initiatives.
• Perform market and competitor analysis, identifying insights that inform proposition strategy and client recommendations.
• Convert complex data sets into compelling executive narratives, visuals, and decision-driving insights.
• Build high-quality executive decks, visual reports, and data stories used in client workshops, business reviews, and internal forums.
• Prepare client-facing reports that clearly articulate findings, recommendations, impact, and next steps.
• Support the coordination, tracking, and documentation of strategic initiatives and transformation workstreams.
• Develop and maintain value cases, programme plans, and tracking tools.
• Facilitate alignment across CS&A, Operations, and Client Partner teams to ensure progress, clarity, and impact.
• Participate in client meetings, workshops, QBR/MBR preparations, and presentations.
• Demonstrate client-facing confidence, strong communication, and the ability to challenge constructively both internally and externally.
• Contribute to the preparation and delivery of business cases and strategic recommendations.

About you

You are an able and motivated individual who has experience in Customer Experience Operations and/or Technology. You are motivated by learning and development and are looking for a role in which to grow and progress. You enjoy working as part of a team to create a meaningful difference for your clients.

Key relevant experience required:

• Programme Management: Track record of leading change programmes
• Analytical skills: Ability to understand, deep-dive and uncover data-based insights and needs.
• Insight to ideas: Ability to develop potential solutions to complex multi-faceted client needs.
• Stakeholder Engagement: Capability to influence and gain buy-in across internally and externally
• Industry Knowledge: Understanding of emerging trends, technologies, and the ability to apply to varying verticals and niches.
• Communication Skills. The ability to tailor mass and individual communications to different audiences.
• Presentation Skills: Strong English fluency is required (written, oral). Good presentation skills are required (ppt).
• Experience: 2 years in CX operations, technology or consulting roles

Preferred experience:

• 3 years working for Consulting organisation, Systems integrators or CX BPO organisations
• Experience with data modelling (Alteryx, Excel, PowerBI) preferred.
• Lean Six Sigma skilled preferred.
• Experience of using conversational analytics solutions.
• Additional language fluency (Swedish preferred)
• Bachelor’s degree in business management, Programme management, Communications, or similar.

Hiring Manager - James Bedford

Language requirements: Swedish and English

Location: Flexible

The application must be written in English

Application deadline: 25 March.