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Vil du være kundens stemme i Fortums strategiske forretningsutvikling?

Customer Centricity Manager

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Fortum Consumer Solutions is the largest electricity retailer in the Nordics with 2.4 million customers. We offer our customers more convenience, smarter products and time efficient services. Through strong cross-functional collaboration, sustainability focus, as well as agile and lean working methods, we strive to make our customers’ increasingly digital lives easier with our services.

As a Customer Centricity Manager we offer you an opportunity to be part of the journey when we drive the change for a cleaner world together with our customers. You will have a key role in driving customer centricity in Fortum Consumer Solutions.

Vil du være kundens stemme i Fortums strategiske forretningsutvikling?

In a competitive marketplace, understanding the needs and desires of our customers is more crucial than ever. To strengthen customer relationships and further develop our customer experience, we are now looking for a Customer Centricity Manager who will drive this work across all aspects of Fortum's B2C business in Norway. In this role, you will play an important role in bringing the customer's voice into operations, analyzing customer insights and supporting data-driven decision making to improve customer value and customer satisfaction. With a focus on actionable customer insights and customer experience strategies, you will steer initiatives that deliver the greatest value to both customers and our company.

In this position you will actively participate or lead relevant strategic and operational projects to improve our customer relationship. You bring innovative ideas to life, and play an active role in implementing and monitoring their success. With a combination of local and global responsibilities, you will be part of a dynamic team across Norway, Sweden and Finland within our Consumer Solutions Living brands. We value experience in similar and relevant work at the intersection of data, strategy and business. You are passionate about customer experience and used to working in an agile way.

Your main responsibilities will consist of

  • Develop and implement customer-centric strategies to ensure that all areas of the business are aligned and adopted with the customer's needs and preferences
  • Conduct necessary analysis to identify trends, preferences, patterns and insights that facilitate customer experience and loyalty development 
  • Lead or be a member of cross functional teams and projects working with loyalty and customer satisfaction 
  • Further develop Net Promoter System together with Customer Centricity team
  • Work closely with different stakeholders across the Nordics to ensure that customer-centricity is integrated into all aspects of the company's culture and operations


  • Bachelor's degree in business, marketing, engineering or a related field; an advanced degree is a plus
  • 3+ years of relevant work experience
  • Experience in driving strategy work and commercial B2C initiatives is a plus
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams
  • Strong analytical skills and experience with research and analysis
  • Comfortable with stakeholder management
  • Fluency in Norwegian and English

Who are you?

  • Passionate about understanding what constitutes a great customer relationship and what levers can be pulled to improve it
  • You are good at running projects and leading cross-functional teams, but you are not afraid to do the job yourself if necessary
  • Genuinely curious, exploratory and willing to get to the bottom of complex problems
  • Strong commercial mindset and business acumen, with a strong drive and strategic goal orientation
  • Great analytical skills, structured thinking and naturally taking a data-driven approach in decision making
  • An excellent team player with success in building relationships and networks across large and complex organizations

What we offer

  • A dynamic and challenging position at the heart of the organization, working cross-functionally with multiple stakeholders and aspects of the organization
  • The possibility to influence and develop our strategic direction through leading the planning and implementation of exciting customer centric initiatives
  • You will have excellent opportunities for professional growth at the largest power company in the Nordics
  • Being a part of a supportive work environment with a strong team spirit where we work together to achieve our goals. We believe, want and expect the best from our people.
  • Competitive compensation and benefits packages, including flexible working arrangements

The recruitment process

Fortum collaborates with Kvant in the recruitment, and you will throughout the process meet representatives from both Kvant and Fortum

The process:

  1. 1.First interview with Kvant (virtually)
  2. 2.Meeting with Fortum (virtually)
  3. 3.Conducting tests and preparing a case
  4. 4.Final interview with Fortum and Kvant
  5. 5.Reference check
  6. 6.Offer

Want to know more?

Markus Ringstad

Recruitment partner

+47 458 47 181

Application deadline: 27.02.2023