Head of Customer Experience

Do you thrive in an environment buzzing with film quotes and the excitement of the next upcoming film premiere? Are you ready to shape the customer experience at the forefront of the streaming world? This is your opportunity – join SF Anytime as our Head of Customer Experience and help us take our audience on an unforgettable journey.

We are now raising the bar on customer engagement and growth – and this is where you come in. As our Head of Customer Experience, you’ll be responsible for developing and improving the customer journey, from first-time users to loyal repeat customers. You’ll build a data-driven CX function by creating automation, segmentation, and CRM flows, while also defining how we communicate with our customers.

Your focus will be on understanding customer needs and turning them into concrete improvements. Every interaction with our users is a chance to create stronger engagement and loyalty. With ambitious growth targets, a broad content library – from Hollywood blockbusters to local Nordic favorites – and markets across the Nordics and Baltics, your contribution will make a real difference.

At SF Anytime, culture is everything. We collaborate across functions, roll up our sleeves, and build things together. We are a small and entrepreneurial team where strategy and execution go hand in hand. You’ll be surrounded by highly engaged colleagues with expertise ranging from e-commerce and streaming to movie and TV production, sales and finance – all working in a digital and tech-driven environment. We are diverse in backgrounds and skills, but united by one thing, a strong passion for customer journeys – and movies. 

What you’ll do

• Lead and coordinate the daily operations within Customer Experience – setting direction while staying close to execution.
• Define and drive the strategy for developing our customer base – from activation to loyalty and win-back of churned customers – with clear KPIs to track success.
• Design and implement smarter ways to manage the customer base, including marketing automation, segmentation, and loyalty concepts that truly make a difference.
• Be the key stakeholder in rolling out and maximizing Salesforce, ensuring tools and processes are set up for growth.
• Strengthen our CRM capabilities – from customer database to analytics and marketing automation to secure more relevant communication channels.
• Apply customer frameworks (e.g. Customer Lifecycle, Touch Points, Segmentation) to accelerate customer-centric ways of working.
• Support colleagues to develop a customer first attitude, e.g. by offering customer research support in product development projects and set up interaction plans for the customer dialogue.
• Track and optimize the use of commercial spend towards our existing customer base, ensuring the most efficient enablers of customer lifetime value.
• Contribute joint efforts as a true team player – from developing our customer promise to driving major campaigns towards our existing customers.
• You will report directly to the Managing Director and work closely with the Head of Sales and our B2C teams in all markets, with a strong focus on operational impact.

The toolkit for success

• At least 3 years’ experience in CRM, preferably combined with a broader Customer Experience role within a digital consumer business.
• Strong analytical skills with a passion for data and the ability to turn insights into real impact.
• Skilled in creating and shaping the tone of voice for customer communication.
• Experience in implementing and working with CRM and marketing automation tools – ideally Salesforce. 
• A proven ability to combine strategic thinking with operational execution.
• Relevant education in marketing, business, or a related field – university degree is a plus, but proven experience is what truly counts.
• Excellent communication skills, both written and oral in Swedish and English.

Who you are

We are looking for a self-driven, proactive, and business-minded “doer” who thrives in a dynamic, fast-paced environment. You combine strong analytical skills with the creativity to bring customer communication to life. You are comfortable operating on both strategic and hands-on levels – and we’d love it if you also enjoy crafting compelling campaign copy.

You build strong cross-functional relationships, communicate with clarity, and take ownership with confidence. Above all, you are motivated by delivering measurable customer impact – and if you share our passion for film, you’ll feel right at home.

If this sounds like your dream job – apply today! We can’t wait to hear from you!

About SF Anytime
SF Anytime is owned by SF Studios and is the leading video on demand service in the Nordics and Baltics. It offers a wide variety of films, ranging from the latest Hollywood blockbusters to independent movies and local Nordic favorites.

About SF Studios
SF Studios, established in 1919, is one of the world’s oldest film companies. Today SF Studios is the leading film studio in the Nordic region with its headquarters in Stockholm, Sweden and offices in Oslo, Copenhagen and Helsinki. The company is producing and distributing feature films and TV series as well as providing the streaming services SF Anytime and Blockbuster. SF Studios is part of the leading Nordic media company Bonnier.