This is a high-impact interim assignment for a senior leader who thrives on building efficient, scalable customer service operations. Based in Stockholm, this role offers the opportunity to shape a global Customer Service function with a strong focus on delivering world class customer service at scale.  

As Global Head of Customer Service, you will lead and scale the global Customer Service function, ensuring consistent, high-quality support across all customer touchpoints. The role combines strategic ownership with hands-on operational leadership and full accountability for performance, delivery, and service model development. 

Responsibilities 

Service Strategy & Operating Model 

• Define and own the global Customer Service strategy, roadmap, and operating model 

• Develop and evolve service offerings, including channels, SLAs, and support scope 

• Lead implementation of scalable solutions with a strong focus on automation, AI, and self-service 

• Own and manage the Customer Service budget 

• Define and govern global KPIs and performance targets 

Customer Service Operations 

• Own end-to-end Customer Service operations across all markets 

• Ensure effective workforce planning, scheduling, and case management 

• Monitor and optimise performance across all channels (email, chat, phone, marketplaces) 

• Act as the final escalation point for complex or high-impact customer cases 

• Ensure compliance with policies, data privacy requirements, and financial controls 

Performance, Improvement & Leadership 

• Monitor and optimise operational and quality KPIs (e.g. CSAT, FRT, AHT, resolution rate) 

• Analyse customer contact drivers to identify inefficiencies and improvement opportunities 

• Drive continuous improvement initiatives to increase efficiency and service quality 

• Build and maintain a high-performing, service-oriented team culture 

• Set clear expectations, goals, and performance follow-up routines 

Stakeholder Collaboration 

• Act as the primary interface between Customer Service and internal stakeholders 

• Provide structured insights on customer issues, trends, and operational challenges 

• Maintain a consolidated view of customer-facing issues and escalations 

• Ensure effective cross-functional follow-up with logistics, product, digital, and other teams 

• 7+ years of leadership experience within the Customer Service industry 

• Proven ability to lead and operate high-volume, multi-channel support environments 

• Strong understanding of Customer Service KPIs, workforce planning, and service operations 

• Solid financial acumen and understanding of cost drivers within Customer Service 

• Strong interest and engagement in efficiency, automation, and AI-driven service models 

• Fluent in English, with strong analytical and problem-solving skills 

 

Apply with your CV and motivation in English by June 7 2026. Our team reviews applications on a rolling basis, so seize the opportunity to join us by submitting your application today! Please note that the position may be filled before the set end date.     

GANT stands as an emblem of American Sportswear, symbolizing timeless style and innovation across 70+ global markets. As a company, we blend heritage with contemporary flair, crafting apparel for the bold, the curious, and the imaginative. Our brand represents more than fashion; it's a tradition of excellence and authenticity. As an employer, we foster a culture of continuous learning and creativity, inviting high performers to join our diverse team of innovators. At GANT, we're not just shaping the future of fashion; we're redefining what it means to dress with purpose and passion.