Sebastian Juul Jensen Email and Phone Number

I have the overall responsibility of bridging the gap between the customer and the organisation, in order to create extraordinary experiences. Main responsibilities I undertake:• Frontrunner on the service culture• Determine Customer expectations through feedback collection and analysis• Omni-channel development• Ensure consistency in the service we deliver

I was responsible for IT and Technology. The primary focus was to drive system implementation and integration in order to improve the experience of our customers through automation and optimization of business processes. • SHAPING NEW TOMORROW became the fastest growing company in Denmark in 2021. I started as the first employee 3,5 years earlier and celebrated this feat with 130 others. A moment on this incredible journey that I am very proud of.• Key stakeholder in succesful selection and implementation project of Oracle NetSuite.• Led implementation of new Omni-channel Point of Sale system.• Co-led selection and migration to a new 3PL provider in Belgium. I managed all the technical aspects of this project.• Led integration of ML driven size advisor.• Led return portal migration.• Key stakeholder in optimizing internal communication and crossfunctional cooperation.

I had the overall responsibility of interactions related to customer service and customer experience.The focus was to build and optimize systems and processes that improved upon these interactions as well as managing the Customer Service Team.• Built a scalable technical support platform from the ground up with Zendesk at the core with numerous integrations to relevant systems.• Helped navigate the company through an extremely busy post "Løvens Hule (danish equivalent of Shark Tank/Dragons Den)" time period. Due to overwhelming success and a suboptimal ecommerce platform I managed to keep over 95% of 2500 oversold orders in our system through personal and unique engagement.• Formed and managed a fantastic support team, that helped raise the bar for personal and extraordinary customer service in Denmark. The support team averaged 99% Customer Satisfaction across all support channels through the entire time period.• Led implementation and integration of Review Platforms.• Handled carrier communication.• Reponsible for communication and optimization with 3PL.• Led implementation of return portal and designing the related key processes.