Head of Customer Service
About The Position
At Haypp Group, we’re driven by a higher purpose: to help put an end to smoking. With more than 1 billion people still smoking globally, our goal is to empower adult nicotine users to make less harmful choices. We do this by being the go-to online retailer for safer nicotine alternatives. Haypp Group is one of the Nordic region’s leading e-commerce retailers in safer nicotine alternatives, with 17 digital storefronts across 7 countries. Our U.S. business is our fastest-growing market, and we’ve served millions of customers through our dedicated U.S. site, Nicokick. With around 280 team members across Europe and the U.S., we’re now scaling our local operations in Arlington, Virginia. We’re an innovative, fast-moving company where ideas are welcomed, collaboration matters, and people are encouraged to make an impact. As we continue expanding in the U.S., we’re looking for a Head of Customer Service to lead our customer service strategy, operational excellence, and digital transformation agenda. Reporting to the VP of Customer Retention, you will be responsible for building and leading a scalable, customer-centric service organization that delivers exceptional customer experiences while driving operational efficiency and business performance. You will serve as the voice of the customer, partnering across the business to improve customer outcomes, reduce friction, and ensure our service operation is positioned for future growth. This is a key leadership role for someone who combines strong operational expertise with a passion for innovation, technology, and continuous improvement. This is a full-time hybrid role based in Arlington, Virginia, with in-office collaboration Tuesday through Thursday.
Requirements
- 10+ years of leadership experience within Customer Service, Customer Experience, Contact Centre Operations, or Customer Operations
- Proven experience leading high-volume customer service organizations in consumer-facing industries, preferably e-commerce, retail, FMCG, or subscription-based businesses
- Strong track record of improving customer experience, reducing complaints, and driving operational excellence
- Experience leading digital transformation initiatives involving AI, automation, self-service, analytics, and customer engagement technologies
- Strong analytical and problem-solving skills with the ability to translate data into actionable business insights
- Experience leading cross-functional initiatives and influencing senior stakeholders across multiple functions
- Strong commercial acumen, including budget ownership and business case development
- Excellent communication and leadership skills with the ability to inspire and develop teams
- Bachelor’s degree in Business, Operations, Customer Experience, or a related field
Nice To Haves
- Experience in e-commerce, direct-to-consumer, or subscription-based businesses
- Experience leading omnichannel customer experience and service transformation programs
- MBA or other advanced business qualification
- Certification in Continuous Improvement, Lean, Six Sigma, or Operational Excellence
- Experience working with AI-powered customer service tools, customer intelligence platforms, or predictive analytics
Responsibilities
- Define and execute the long-term customer service and customer experience strategy aligned with business goals and growth plans
- Own customer satisfaction, loyalty, service quality, and customer advocacy across the U.S. business
- Lead customer service operations, governance, workforce planning, and performance management
- Drive complaint reduction, case prevention, and root cause analysis initiatives to improve customer outcomes
- Partner with Commercial, Operations, Supply Chain, Marketing, Digital, IT, and Finance teams to enhance the end-to-end customer journey
- Lead the customer service digital transformation roadmap, including AI, automation, self-service solutions, and service technologies
- Leverage customer insights, analytics, and operational data to identify trends, prevent issues, and drive strategic decisions
- Establish KPI frameworks, reporting, and executive dashboards to measure performance and progress
- Build, lead, and develop a high-performing customer service organization and foster a culture of accountability and continuous improvement
- Manage budgets, resources, and strategic investments while ensuring compliance with company policies and regulatory requirements
Benefits
- generous vacation allowance
- comprehensive health benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
