Alexandra Holm Email & Phone Number

Stockholms Kommun, Stockholms Län, Sverige

Leading the Business & Product Management department within business area Tur with some of Swedens biggest and most loved brands such as Triss, Lotto and Keno with 10 direct reporting employees in 4 teams with ~10 BSEK in yearly turn over including business strategy, business plan, goal seting & steering, portfolio/product vision/mission, commercial roadmap, budget/product profitability, pricing, business- & product management & development, production, daily functionality/quality and risk & crisis management. Part of business area management team.

Leading the Product center of excellence team within business area Tur with some of Swedens biggest and most loved brands such as Triss, Lotto and Keno with 18 direct reporting employees in 5 teams with ~10 BSEK in yearly turn over including innovation lab, portfolio/product vision/mission, commercial roadmap, budget/product profitability, pricing, business- & product management & development, production, daily functionality and quality. Part of center of excellence leadership team.Key achievements:- Build-up of a new, well-functioning organizational structure and teams with high employee satisfaction- Set-up of new agile and customer centric way of working model focusing on increasing transparency, teamwork and efficiency- Launched multiple new and adjusted products- and services focusing on increasing customer satisfaction and profitability

Leading the consumer unit´s strategy-, transformation- and business execution with ~5,5 million customers under 4 brands and ~20 BSEK in yearly turnover including commercial strategy-, roadmap and operational plan, budget, way of working, change management, requirements, prioritization, risk assessment and mitigation planning. Leader of cross functional teams for business- and product development. Part of the Swedish transformation management team.Key achievements: Built up and implemented a new, consolidated commercial strategy and operational plan structure, with aligned KPI score card and new way of working, creating clear ownership, full transparency and increased employee engagement from strategy to execution (focus on doing the right things, at the right time to the right cost)

Leading the Go to Market team within the consumer mobile unit with ~6 direct reporting employees, ~2,5 million customers, ~6 BSEK in yearly turnover and ~500 MSEK in sales budget including commercial roadmap, budget, pricing, offering development, lead and optimize all product- and offering projects/launches and continuous sales steering/optimization. Part of consumer leadership team.Key achievements:- Built up a new, well functioning team with high employee satisfaction and efficiency- Set up of new way of working with go to market strategy and conceptualization- Launched new family focused product portfolio and sales flow, launched multiple family focused 3rd party services (Xbox, Netflix, C More) and several campaigns increasing sales, profitability and KPIs such as NPS and brand preferance

Stockholm, Sweden

Responsible for the business area Halebop with ~2 BSEK in yearly turnover including business- and product strategy/roadmap, PnL, business development, pricing, product marketing, customer experience and sales. Leader of cross functional teams for business- and product development. Part of Halebop leadership team. Key achievements: - Won SKI title for most satisfied mobile consumer customers both 2017 and 2018- Implemented new way of working with business strategy and roadmaps for efficient resource allocation- Business- and product development in several steps with focus on profitable growth and increase customer satisfaction- Launched multiple successful campaigns with focus on profitable growth- 130% improvement in support errands per customer despite strong base growth (from 0,9 to 0,7 errands per customer)

Stockholm, Sweden

Responsible for the business area prepaid with ~300 MSEK in yearly turnover including product strategy/roadmap, product PnL, product development, pricing, product marketing, customer experience and sales. Leader of cross functional teams for business- and product development. Key achievements: - Re-claimed the SKI title for most satisfied mobile consumer customers from 2016 and onwards- Launched new digital sales channel, Halebop Ladda-app, to drive digitalization and increase sales- Launched new business area Halebop Re-loved (buy back and re-sell of used phones) to generate growth in new segment

Stockholm, Sweden

Responsible for the business area value added services with ~500 MSEK in yearly turnover including product strategy/roadmap, budget, product development, pricing, product marketing, customer experience and sales. Leader of cross functional teams for business- and product development.Key achievements:- Re-worked portfolio in several steps and launched new products and payment methods, leading to high increase in sales, revenue and profitability- Launched the concept 3Prova to lower threshold/barrier for new customer intake- Launched the product 3Hemtelefon to broaden product portfolio and take market share in traditional fixed line segment

Stockholm, Sweden

Responsible for outsourced customer support with ~100 agents including channel strategy, budget, operational efficiency, quality/customer experience incl. training, routines and processess and sales. Leader of cross functional teams, participated in starting up/moving locations and interim manager for 6 direct reporting employees during 6 months.Key achievements: - Implemented new channel strategy and customer dialogue, leading to reduced cost and 140% increase in customer satisfaction (from 25% to 65% within 6 months)- Negotiated and implemented new incentive models for outsourced partners- Implemented new concept for service with sales, implemented new system for training and routin data base and launched new payment method for invoice payment

Stockholm, Sweden

Responsible for customer experience in direct sales channels including handling and analysis of customer cases, continues improvement work, campaign realization, customer- and sales channel communication, purchase of profile merchandize and for arranging sales events and galas. Contact person towards external partners.Key achievements:- Implemented quality improvements resulting in reduced cost and higher customer satisfaction- Implemented new way of working with personalized offerings (early stage of NBO/NBA)- Arranged several events and galas with +150 guests

Karlskoga, Sweden

Responsible for newly educated customer support teams with ~15 employees including responsibility for daily operations, sales, quality assurance and coaching. Contact person towards the client (Tele2). Initially in the position as customer service agent and then product specialist/trainer.Key achievements: Created profitable teams with very high customer satisfaction through clear focus on delivering service and sales.

Bachelor'S Degree, Business Administration And Management, General

Education record