Customer Portfolio Director Denmark

Management Team position

Verisure is seeking a talented, innovative, passionate Customer Portfolio Director for Denmark. The role will lead Customer Services, Retention, Customer experience, and cross-selling and upselling for our entire customer portfolio in Denmark, eventually responsible for the long-term value and contribution to the bottom line of our strong portfolio of customers. The role reports to Managing Director Denmark and is part of the Management Team, and will be based on Glostrup, Denmark.

This is an exciting opportunity with high exposure across our organization, creating value as in a high growth business that brings peace of mind to families and small business owners. This is a fantastic moment to join a strong Management Team and onboard our growth journey where the Customer Portfolio Director will play an instrumental role in delivering on the overarching strategic growth ambition of the Danish organization, with a core responsibility for maximizing the satisfaction and commercial value of our portfolio customers.

The successful candidate will be someone who will thrive in a fast-growing, international and entrepreneurial business environment.

The company’s success depends on its people and it invests in them every day. Working with Verisure is being part of an industry leading world-class company that has a strong entrepreneurial spirit.

Company and Strategic context

Verisure is a leading provider of professionally monitored security solutions. We trade as Verisure in most of the countries where we operate, and as Securitas Direct in Spain and Portugal - we are proud to have this strong portfolio of brands. The company has more than 4 million customers in 17 countries across Europe and Latin America. Our business model integrates product development, design and sales with installation, service and a 24/7 professional monitoring solution. Thanks to a strong focus on high quality, the company’s customers are amongst the most satisfied and loyal in the industry. The group has grown to be the second largest home alarm provider in the world and is on average 3.5 times the size of its nearest competitor across its footprint. The company is part of the Hellman & Friedman investment portfolio. Our range of products include home security, fire and water safety, personal security and smart home systems.

Over the past years, Verisure has experienced an exceptional and resilient financial performance with a very long track record of double-digit growth - thanks to continuous drive for Innovation, our very sophisticated Go To Market and replicable business model for expansion into new countries. Our strong and visionary Management Team is now supporting the business’ next phase of growth with a robust business plan for value creation.

Amongst other recent milestones, Verisure received the backing of high-quality investors such as Hellman & Friedman, GIC (Government of Singapore Investment Corporation) and Alba Capital. In December 2019, we’ve formed a strategic partnership with Arlo Technologies, a world leader in connected cameras and acquired all rights to Arlo’s European business. This allows us to offer connected camera services in Europe as a complement to our professionally monitored security service. It also allows us to access new go-to-market opportunities in retail and e-commerce.

Verisure Denmark

Verisure is the market leader in Denmark with approximately 160 000 customers and has a long history going 30 years back. The Danish company currently has revenues of DKK 650 million. The growth has been rapidly since 2017 and today we have one of the largest driving sales forces in Denmark. The headquarters is located in Glostrup, just outside of Copenhagen, and has about 440 employees and an extended network of approximately 100 people working as Verisure Partners.

Recently the Danish operations welcomed a new Managing Director as well as new Management Team members creating a high performance and high caliber team. Under new leadership the company has engaged on an ambitious and profitable growth transformation journey.

Role and Responsibilities

The Customer Portfolio Director will be instrumental in the overall sustainable growth of Verisure in Denmark, by protecting portfolio and creating higher values. The role will be responsible for Customer Services, Retention/Loyalty and Customer Experience, as well as cross-selling and upselling.

These areas are together the main contributor to the bottom line, growth and cost of growth – and will therefore impact greatly on the profitability of the company.

The portfolio organization oversees a total of 60 FTEs, spread between Customer Services, Retention andd CX & Upsell.

Responsibilities will include:

• Be a strong business partner to the Managing Director and the Management Team and contribute to the overall business strategy
• Be the key representative of oour Customer Portfolio in the Management Team.
• Build a Strategy and Operational plan for the Portfolio Management function, developing it to a high performing function.
• Maximise the value per customer through driving effective customer revenue streams while controlling and optimizing costs per customer.
• Ensure correct execution and supervise that different initiatives are implemented in accordance with the marketing plan
• Ensure a strong and improving trend on customer NPS, resulting in high customer loyalty and time in portfolio.
• Lead continuous improvement and marketing portfolio projects to consolidate best practices
• Monitor and analyze relevant KPIs that represent marketing portfolio evolution of the business
• Reports directly to the Local Managing Director and is accountable for identifying business needs at the Country level, defining the strategy and ensuring that the local business objectives are achieved
• Minimise customer attrition through the right value propositions.

The Customer Portfolio Director role will work closely with the rest of the organization including:

• Commercial function - sales organization, including Go-to-Market
• Marketing Acquisition – from brand to customer acquisition
• Operations – Monitoring, tech and Service partners
• HR –3 HRBPs and 3 recruitment consultants supporting the commercial areas.
• Finance
• Fleet and logistics

The Customer Portfolio Director for Denmark will also have the opportunity to impact on Nordic and global initiatives.

The portfolio organization oversees a total of 60 FTEs, spread between Customer Services, Retention andd CX & Upsell.

Candidate profile

Experiences and Qualifications

We see this role as critical for the achievement of Verisure’s growth and organizational transformation goals. We are looking for a high potential / top performer individual, highly independent, practical, ambitious and with focus on results. The candidate should have not only strong performance, but huge potential to continue growing with the business and the Company. Finally, excellent communication and cooperation skills are required as the candidate will have a very central role to play in the organization as well as in cooperation with the other Group and cluster marketing teams.

• Top tier education background with a minimum of a Bachelor’s Degree ideally in Business, Finance or Engineering
• At least 5 years of relevant work experience gained in a global, fast paced, and commercially focused organizations
• Previous formal leadership experience, people and process skills with a strong track record of creating results through others via coaching, motivation, inspiration and support.
• Significant experience in multi-national and multi-cultural environment 
• Excellent MS Office skills (MS Excel, MS PowerPoint)
• Fluent in Danish and English
• Excellent written and oral presentation and communication skills

Competencies

• Strong analytical and numerical skills with a high aptitude of drawing conclusions from data and implementing actions based on that.
• Ability to work effectively at both strategic and operational levels. Being a strategic thinker, who can develop a clear agenda and strategy for the Portfolio function, but at the same time a hands-on operational leader with the ability to closely support junior team members where needed.
• Effective project management skills with ability to manage and participate in multiple projects.
• Ability to research and leverage best practices and network internally and externally.
• Very high EQ and level of judgment.
• Enthusiasm and high energy with a strong drive to create a positive work environment.

Strong fit with our Company DNA

Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.

Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.

Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.

Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.

With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.

Strong fit with our Verisure Leadership Model

• We are responsible owners
  • We act as a long-term owner
  • We always put the customer first
  • We think and act big
  • We are accountable and responsible
  
  

• We drive outstanding performance
  • We motivate others for high performance
  • We prioritise and decide with an analytical approach
  • We execute with excellence and with a sense of urgency
  • We empower our people
  
  

• We build and grow a high-performance, diverse organization
  • We consciously build a learning culture
  • We set continuously higher standards for ourselves
  • We take responsibility for growing others
  • We build high-performance, diverse teams
  
  

• We inspire and lead with courage, integrity, and purpose
  • We inspire our people, honouring our mission and purpose
  • We lead with positive energy and genuine empathy
  • We act with self-confidence, humility, and resilience
  • We always behave with personal integrity and honesty, role-modelling our DNA
  
  

The Company

We Are People Who Protect People

We are the leading provider of professionally monitored alarms for residential households and small businesses in Europe.

Peace of mind for families and small businesses

We believe it is a human right to feel safe and secure. We now protect more than 3.5 million families and small businesses. Our service includes 24/7 monitoring, expert verification and response, customer care, service and maintenance services, and professional technical support. As well as protecting against intrusion, we protect against fire, attack, theft, life-threatening emergencies and other hazards. Verisure people are dedicated and committed and provide what we believe is the best customer service in the industry.

Leading across a broad footprint

We are the leading provider of residential and small business monitored alarms in Europe. We operate in 16 countries across Europe and Latin America. Our business is driven by organic growth, based on our differentiated business model. We attract high quality customers. We work hard to ensure that our customers are happy. This contributes to an industry leading level of attrition and a long customer lifetime.

A technology-enabled human services company

Our 22,000 team-mates are the foundation of our company. Our business model combines technology and human expertise to protect people. We are a human services company. More than 80% of our colleagues interact with customers every day. This connection provides the insight that inspires our innovation. These insights are a source of advantage. We leverage these insights with the significant investment we make into product and service innovation. The close customer contact also fuels the pride which drives engagement.

30 years of experience – and many more to come

We have been protecting what matters most since 1988. Over that time, we have expanded beyond our roots in the Nordics and Spain. We now serve most of Europe and have also established a strong presence in Latin America. In 2017, to evolve our operating model, strategic innovation, operational excellence and access to talent, we opened our new Group headquarters in Geneva, Switzerland. In December 2019, we formed a strategic partnership with Arlo Technologies, a world leader in connected cameras. Verisure acquired all rights to Arlo’s European business.

Our winning DNA

Everything we do is driven by our DNA. Our DNA has enabled us to grow at a double-digit pace for many years and is setting us up to continue this journey.

Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.

Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.

Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.

Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.

With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.