VP Customer Journey, Reason Studios

We are passionate about music. Our office and Slack are often buzzing with discussions about beats, tunes and music making. Ever so often you will see somebody cranking out tunes in our own music studio.

Our passion for music also means we have a close relationship with our users and regularly interact with musicians and producers world-wide. We want to make it easier for them to make great music.

We are respected in the industry, but still a small, yet independent team. This means that you instantly become an important part in our mission to reimagine the music industry. We know what sparks innovation, and therefore we have many means of letting our employees explore new routes, work on a solution they are exited about if you are restless for new ideas, we´re ready to take you where you want to go-and beyond.

About the role

We are looking for someone to understand and create an industry leading journey for music makers from finding Reason to making their first beat to producing great sounding results.

Is this role you will report to the CEO and be part of the management team, being the expert in how we can improve the customer journey.

·      Map and analyze the customer journey, creating a framework that investments decisions are based around.

·      Develop listening points in the journey (e.g. usage, satisfaction, etc.) that help understand the customer journey.

·      Lead and inspire the CRM and Customer Success teams to provide industry leading interactions with music makers.

·      Ensure that the customer journey team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.

·      Define segmentation of our music makers and set a strategy for how the company should approach the different segments.

Personal requirements

You are someone who deeply cares about the customer experience and understand that the customer experience is defined by all aspects of the company: our marketing, the interactions with our products, the response from customer success in a difficult support case and so on.

As a person you are analytical and curios, always digging deeper to find answers.

Requirements

·      Background from VP/Management positions in either Product or Customer Engagement.

·      Demonstrated experience from change management where you changed the way of working for team or org.

·      Enthusiastic and creative leader with the ability to inspire others.

Interested?

Feel free to contact Charlotte Mårdh, charlotte.mardh@capasearch.se, 0730-22 83 53 or Sofia Magnusson, sofia.magnusson@capasearch.se, 0769-49 59 00 for any further information.