Som Det Kongelige Teaters Customer Experience Manager er det min rolle at:• Drive og videreudvikle det tværgående strategiske arbejde med kundeoplevelsen for alle kunderejser og kontaktpunkter.• Sikre en ensartet, dragende, ubesværet og mindeværdig oplevelse på tværs af kanaler, kontaktpunkter og serviceydelser. Herunder at kundeløfterne lever og respekteres i hverdagen.• Identificere strategiske og taktiske kundeudfordringer (pain points) for herefter at sikre og lede eksekveringen.• Sikre etablering og anvendelse af kundeindsigt som væsentligt beslutningsgrundlag i arbejdet med kundeoplevelsen.• Kortlægge, analysere og optimere eksisterende kunderejser med henblik på at sikre høj kundetilfredshed- og loyalitet.• Være det overordnede koordinerende samlingspunkt for projekter og indsatser, som vedrører den tværgående kundeoplevelse. • Sikre at dialog om, samt formidling af, det tværgående arbejde med kundeoplevelsen. • Deltage i udviklingen/tilpasningen af den kunderettede ’servicekommunikation’ på tværs af segmenter.• Være overordnet tovholder for teaterets servicekoncept herunder programmet for træning af eksisterende og nye medarbejder.

Hjælper virksomheder med at designe den kunde- og medarbejderrejse som forvandler øjeblikke til mindeværdige oplevelser og vinder kundernes loyalitet. www.hxd.nu

Ansvarlig for:- rammerne for al kommunikation og markedsføring med samtlige kunder, interessenter, politikere og ansatte- rammerne for al betjening af samtlige kunder, interessenter, politikere og ansatte- at drive og koordinere det tværgående arbejde med kundeoplevelsen- at udvikle og implementere servicedesign og ønskede kunderejser for alle kundesegmenter- koordinering af serviceuddannelsen og udviklingen af selskabets kunde- og servicekultur- etablering og brug af kundeindsigt

- Ansvarlig for at drive og koordinere det tværgående arbejde med kundeoplevelsen i Fors A/S.- Kortlægger, udvikler og implementerer servicedesign og kunderejser i alle forsyningsområder.- Varetager løbende kundetilfredshedsmålinger i prioriterede kontaktpunkter. - Sikrer at kunde- og markedsindsigt bliver forankret i Kundecenteret og på tværs af forretningen.- Udvikler og eksekverer en kundecentreret markedstilgang særligt i forbindelse med Varme.- Indgår i Fors A/S’ Lederforum som koordinator for Fors A/S' Kundeprogram.

-Prioriterer og koordinerer opgaver i Kommunikations-teamet.-Koordinerer og driver arbejdet med den gode kundeoplevelse.-Sikrer og eksekverer en strategisk, kundecentreret kommunikationstilgang.-Indgår i Fors A/S’ Lederforum.

Communication's Team LeadStrategic Project Manager: Excellent Customer ExperinceStrategic Project Participant: Developing a model for Co-creation Responsibilities include:- Moving Fors A/S towards a stronger market position by increasing brand awareness - Develop customer centric marketing and communications initiatives - Designing customer journey and forming excellent customer experiences - Customer Experience Management- Participate in developing communication strategy and KPI’s - Executing the annual customer satisfaction survey- Develop, plan and execute events

Responsibilities include:- Overall department management of activities, campaigns, budget and employees.- Development of new go-to market approach with an offset in Customer Journey Design.- Omni-channel campaign development, execution and evaluation. - Management of digital marketing projects (e.g. Intranet, Website, SoMe, Content, SEO/SEM).- Sponsor- and partnerships management.

Responsibilities include:- Overall marketing responsibility for 3 of the 5 sales divisions - Overall responsibility for all digital media and online marketing activities- Project Management of cross-functional business development projects.- Designing and conceptualizing marketing elements, campaigns and events.- Daily department management

- Managing DFDs digital media and online presence ‐ including SEO, SEM and newsletters.- Forming social media code of conduct and strategy.- Designing and conceptualizing marketing elements and campaigns.

Responsibilities:- Updating, launching and administrating website and intranet (SharePoint 2010).- Securing consistency in the internal and external communication efforts.- Managing brand identities and design manuals according to international guidelines.- Coordinating and developed cross-border marketing activities.- Facilitating a strong collaboration with Corporate Marketing in US.

Maternity temp for the Sales- and Marketing CoordinatorResponsibilities:Update and manage website and intranet. Counselling clients in effective communication.Coordinate marketing activities.Develop product descriptions with strong key selling points.

- Production Leader, productions with actors (16-20 years of age) 6 different setups- Production Leader, for the adult independent theater group Teater Etcetera- Technical Responsible / Set Designer- Performance Leader, at the Independent Theater Festival Wildskud 2003- Director at Frederiksberg Teater- Assistant Director, for the adult independent theater group Teater EtceteraI have worked on voluntary basis with theater over a period of 8 years. In this context, I have handled many different functions, all of which provides me with concrete managerial skills. These are derived from years of experience with:- overall production/project planning- responsibility for planning and coordinating gate in/gate out of different venues- managerial responsibility for major and minor groups of technicians - responsibility for planning and organizing set/scenography construction (including budget control and purchase)