Interim Head of Customer Analytics & Digital Experience

Clas Ohlson is a leading retail company with a strong Nordic footprint and a clear omni-channel strategy. We operate 244 stores across Sweden, Norway, and Finland, supported by a rapidly growing digital business. Today, eCommerce accounts for almost 20% of our total turnover and is a key pillar in how we meet our customers across channels. With more than 6 million Club Clas members, customer data, insights, and digital engagement play a central role in our continued growth.

The role

We are looking for an experienced and hands-on Head of Customer Analytics & Digital Experience to join us on an interim basis during a parental leave (minimum 9 months, from MAY-26.). In this role, you will lead a broad customer-facing scope at the intersection of eCommerce, CRM, analytics, and customer engagement, and act as line manager for a team of 11 specialists.

You will have full end-to-end responsibility for eCommerce operations, ensuring a high-performing, compliant, and always-on 24/7 site that drives conversion, customer satisfaction and profitable growth. Your team continuously optimise the digital sales funnel and accelerate commercial performance through data‑driven insights, as well as orchestrate seamless execution across merchandising, marketing, logistics, and customer experience. 

You will also lead CRM operations, overseeing all customer communication to Club Clas members across transactional, lifecycle, automated, and commercial flows for both B2C and B2B.

Furthermore, the role owns customer strategy, analytics, and insights, driving engagement, retention, and loyalty for more than 6 million Club Clas members, while acting as the central point of contact for Club Clas-related initiatives. In addition, you will contribute to cross-functional customer initiatives that strengthen a unified customer perspective across the organisation.

Most important experience

Strong skills and background in eCommerce, with proven experience in building and driving digital sales
Experience from working with eCommerce in a product-based company or retail environment (rather than a pure service business) is considered a strong advantage

Skills

• Strong cross-functional leadership skills, with proven ability to lead and influence in a matrix organization
• Strong and well-grounded people management skills
• Strong leadership- and communication skills
• Analytical capability, combined with ability to balance operational excellence with strategic development in a fast-paced environment

In the role you report to Director of Customer & Brand and are part of the Customer & Brand Leadership Team.

Welcome Home
Clas Ohlson offers an inclusive and encouraging work environment where everyone is expected to dare to try new things and to take initiative. Your drive and your willingness to develop Clas Ohlson are what will keep us one step ahead. We believe in diversity and see our co-workers various backgrounds, personalities, experiences, and skills, as important to our success.

Welcome with your application!