For our talented Nordic team in Copenhagen, we are looking for an Associate Director of Active Customers. Working in our Product & CX team, you will be leading one of our key strategic priorities focused on maximizing customer lifetime value through targeted retention initiatives across lifecycle management (e.g. customer onboarding campaigns), loyalty programs (e.g. loyalty challenges), error recovery (e.g. compensation policy) and general customer experience improvements. You’ll be based in our Nordic head office in Islands Brygge and report to Sr. Director of Product & CX. 

This is a highly cross-functional role that will require you to operate with an understanding of implications across Product, Marketing and Fulfillment Operations. If you are an ambitious, engaged  and collaborative leader who thrives in analysis, structure and delivering measurable results, this is the perfect opportunity for you! 

• Lead and develop a small team of Retention Managers with a strong managerial focus on direction, structure, feedback and coaching
• Be a part of the Nordic functional Product & CX leadership team to help set the direction for both our physical product assortment and customer experience 
• Become a Nordic subject matter expert on post-purchase customer activation and retention and take ownership of all related KPIs
• Set and drive the retention agenda for all Nordic markets to improve customer value through increased order rates and reduced cancellation
• Ideate, prioritize, execute and report on strategic retention initiatives and experiments in close partnership with a broad range of cross-functional stakeholders 
• Solve complex analytical problems to establish actionable insights. As part of this, use A/B testing to understand impact of initiatives and validate business cases
• Manage budgets and reporting on retention  post-purchase activation targets and trends

• 5+ years of experience in Customer Activation/Retention/Experience, Business Development, Product Analytics, Product Management, Consulting or similar
• Experience in managing an agile team of highly engaged talents
• Data driven mindset with strong business acumen within retention metrics and advanced analytical capabilities
• Expert level problem solving skills with an ability to take vague, ambiguous problems and break them down into solvable plans and actions 
• Advanced project management skills and the ability to juggle multiple projects and stakeholders
• Intellectual curiosity with a desire to go beyond the scope of a given assignment when needed to understand the “why” 
• Ability and experience in presenting major insights and major recommendations to senior leadership in a credible, impactful, data-driven way 
• Experience with A/B testing and experimentation design
• Fluency in English. Nordic language capabilities not required

• Make a meaningful impact on increasing the lifetime value of our customers
• A significant discount on your weekly HelloFresh box
• Annual learning and development budget
• Subsidized healthy lunches
• Comprehensive relocation assistance to move to the Nordics plus visa application support 
• Mental health support through online subscriptions
• Monthly pension scheme including health insurance benefits 
• A diverse and vibrant international environment of 35+ different nationalities
• The chance to have a significant impact on one of the fastest-growing technology companies in Europe 
• Additional perks: Nordic Language classes, discounts for our neighboring gyms, company events and parties, fruit & snacks in the office and free Friday bar

• Apply with your CV (In English please)
• If we see a match, you’ll have a call with one of our recruiters to share more about what you can bring to the team
• Are both sides still positive? Then we proceed to the assessment stage to assess key skills required for the job
• We will be conducting interviews on an ongoing basis and will close down the position once the successful candidate has been found.