Malin Hellberg Email & Phone Number

Malmö, Se

Malmö, Skåne County, Sweden

Lund, Skåne County, Sweden

- Responsible for two business areas, comprising 50% of the annual company revenue- Drives business & product development according to the company’s key objectives and strategic plan- Manages and develops the end-to-end customer journeys, spanning marketing, sales, activation, recruitment, operations, retention and loyalty- Does customer research to understand and validate customer needs and behaviors through various sources of insights; qualitative interviews, behavior studies, and… Show more - Responsible for two business areas, comprising 50% of the annual company revenue- Drives business & product development according to the company’s key objectives and strategic plan- Manages and develops the end-to-end customer journeys, spanning marketing, sales, activation, recruitment, operations, retention and loyalty- Does customer research to understand and validate customer needs and behaviors through various sources of insights; qualitative interviews, behavior studies, and focus groups as well as quantitative surveys and CRM data- Manages and develops company partnerships- Contributes to the strategic and organizational C-level work to drive vision, mission and culture, to maximize growth and results Show less

Lucerne, Switzerland

Lucerne, Switzerland

- Oversaw and orchestrated the global CX/ omnichannel projects and initiatives - Identified gaps in the customer journey/s and promoted improvements and harmonization- Tracked the overall CX/omnichannel roadmap and priorities- Prepared, followed up and stayed connected to projects for Steering discussions and decision-making throughout implementation and roll-out- Updated the board on status and decisions on key projects and initiatives- Connected teams across projects and… Show more - Oversaw and orchestrated the global CX/ omnichannel projects and initiatives - Identified gaps in the customer journey/s and promoted improvements and harmonization- Tracked the overall CX/omnichannel roadmap and priorities- Prepared, followed up and stayed connected to projects for Steering discussions and decision-making throughout implementation and roll-out- Updated the board on status and decisions on key projects and initiatives- Connected teams across projects and departments, supported the development of cross-functional communication and innovation- Provided CX expert advice and coaching to central and regional teams Show less

Zurich, Switzerland

- Implemented, managed and developed the global Customer Experience Management (CXM) & Voice of Customer Program- Analyzed and presented customer insights throughout the customer journey that guided leadership decision-making and experience design- Drove customer first initiatives by prioritizing and designing high impact business improvements that acted on customer pain points - Managed CX projects end-to-end: buy-in, planning, design, implementation, validation, stakeholder… Show more - Implemented, managed and developed the global Customer Experience Management (CXM) & Voice of Customer Program- Analyzed and presented customer insights throughout the customer journey that guided leadership decision-making and experience design- Drove customer first initiatives by prioritizing and designing high impact business improvements that acted on customer pain points - Managed CX projects end-to-end: buy-in, planning, design, implementation, validation, stakeholder communication- Analyzed and reported on CX metrics (CSAT, NPS) throughout the customer journey, drove BI development and visualized CX value and trends - Worked with all levels and cross-functions of the business- Single point of contact for remote stakeholders and virtual teams in 20+ markets - Customer journey mapping, empathy mapping, personas- CX advocate, acted as Voice of Customer, raised CX awareness, created and delivered employee trainings Show less

Lucerne, Switzerland

- Responsible for 8 direct reports in a multinational operations department- Oversaw and designed travel production processes and operations for worldwide educational tour programs - Monitored sales forecasts and planned tour capacity to balance supply and demand for 100,000+ travelers- Developed short- and long-term procurement strategies and forecasts of supply needs- Controlled inventory for 50,000+ flight tickets: budget ($32M), cost, and quality- Developed quality… Show more - Responsible for 8 direct reports in a multinational operations department- Oversaw and designed travel production processes and operations for worldwide educational tour programs - Monitored sales forecasts and planned tour capacity to balance supply and demand for 100,000+ travelers- Developed short- and long-term procurement strategies and forecasts of supply needs- Controlled inventory for 50,000+ flight tickets: budget ($32M), cost, and quality- Developed quality assurance and operational performance tools and processes- Point of contact and on-site trainings with U.S. sales teams and worldwide operational teams - Negotiated and built relationships with airline suppliers- Lead and developed strategy for department’s employee recruitment, on-boarding, training, and career development Show less

Lucerne, Switzerland

- Supported the Manager to monitor team performance, oversee and develop operations

Lucerne, Switzerland

- Managed a specific tour region and owned every aspect of the process, from initial planning, budgeting and booking reservations, to the operational peak and cost and quality follow-ups- Procurement and inventory management of 8000+ flight tickets ($4M budget) for group and individual travelers- Negotiated prices and finalized contracts with airline suppliers, delivered year-end under budget results - Monitored and acted on airline industry trends to assure lowest available cost… Show more - Managed a specific tour region and owned every aspect of the process, from initial planning, budgeting and booking reservations, to the operational peak and cost and quality follow-ups- Procurement and inventory management of 8000+ flight tickets ($4M budget) for group and individual travelers- Negotiated prices and finalized contracts with airline suppliers, delivered year-end under budget results - Monitored and acted on airline industry trends to assure lowest available cost, quality itineraries and highest possible customer satisfaction- Developed and managed strong networks and relationships with internal and external stakeholders and suppliers Show less

Central Europe

- Lead and guided 9-14-day bus tours through some of Central Europe's most popular destinations- Created fun and memorable experiences for our guests- Effectively planned and organized travel routes, tour logistics and components - Researched alternatives and adjusted plans in the moment upon changes - Build strong and personal relationships with hotels, restaurants and cultural tourist attraction vendors

Ischgl, Austria

- Managed all operations and guest activities in the ski resort, such as hotel allocations, invoices and relationships, group skiing, social events, and airport transfers.

Bachelor Of Science (Bs), Service Management

German Studies