Verisure is seeking a talented and strategic Customer Portfolio Director for Denmark.

The role will play a pivotal role in shaping and leading our Portfolio organization across various departments, including Retention, Sales, Customer Services and Customer Experience. The main responsibility is to increase the long-term value and to maintain and contribute to the overall success of a strong customer base. The role reports directly to Managing Director in Denmark and is part of the Management Team. This position will be based in Glostrup, Denmark.

This is an exciting opportunity with high exposure across our organization, creating value in a high-growth business that provides peace of mind to families and small business owners. It’s an excellent moment to join a robust 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. The core responsibility involves maximizing the satisfaction and commercial value of our portfolio customers.

The successful candidate will thrive in a dynamic, 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

It’s a human right to feel safe and secure. We protect what matters most. Our service will bring peace of mind to families and small business owners for generations to come.

Verisure is the #1 service provider of professionally monitored security in Europe, and the 2nd largest in Latin America. The company has operations in 17 countries, is the industry leader in 12 of those 17. Under its Arlo brand, it is also a leading provider of cameras and video-surveillance services in Europe

The trajectory over the past 35 years has been one of uninterrupted, double-digit annual growth. Verisure now proudly protects more than 5 million customers and is on track to become the world’s #1 Home Security provider.

The company’s success in the marketplace is based on high customer satisfaction, continuous technological and service innovation, its people and DNA and a best-in-class go-to-market approach. Its subscribers typically remain customers for more than 15 years – the industry’s record.

Verisure is currently a privately held company, backed by strategic investors Hellman & Friedman, Singapore’s GIC, Spain’s Alba Capital, and management.

Our vision is to become the world’s #1 Peace of Mind platform, on strong foundations of Safety and Security. To be the strongest most trusted brand in all our countries. And to have the fastest growing, largest, and most profitable portfolio of happy and loyal customers, and the most engaged employees. We want to continue making a difference to society as a whole.

Verisure Denmark

Verisure is market leader in Denmark for the private segment. Verisure Denmark has a long history going 30 years back where the growth has been rapidly since 2017.

In 2023 the company has engaged on an ambitious and profitable growth transformation journey.

The headquarters is in Glostrup, just outside of Copenhagen, and has about 300 employees and an extended network of approximately 100 people working as Verisure Partners.

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 Customer Portfolio Director will assume leadership of a dynamic organization of approximately 60 employees, which includes four key direct reports: Retention Manager, Portfolio Sales Manager, Head of Customer Service, and a Business Analyst. The Retention and Portfolio Sales departments, encompasses both inbound and outbound functions. These business 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.

Leading an Portfolio organization, the key responsibilities includes:

• Acting as a strategic business partner to the Managing Director and Management Team, actively contributing to the overall business strategy and be a key representative of our Customer Portfolio

• Build a Strategy and Operational plan for the Portfolio Management function and keep 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, Customer Experience 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 have a very central role to play in the organization and will also impact on Nordic and global initiatives, in growing our expertise in successfully developing our Customer Portfolio.

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.

This role requires a blend of strategic vision, operational excellence, and a deep understanding of what drives customer loyalty and growth in a subscription-based business. The ideal candidate will be a dynamic leader with a customer-first attitude and a drive to achieve outstanding results.

• Top tier education background with a minimum of a Bachelor’s Degree ideally in Business, Finance, Marketing or Engineering
• Extensive experience in a subscription-based or recurring revenue business, with direct responsibility of growing a customer portfolio and sales, gained in a global, fast paced, and commercially focused organizations.
• Track record in retention management with demonstrated ability to reduce churn and increase customer loyalty, and strong understanding of how to deliver exceptional service that drives satisfaction and retention.
• Experience of using strong analytical skills to assess portfolio performance and identify trends and opportunities for growth, as well as strategic thinking with the ability to develop and implement comprehensive retention strategies.
• Previous formal leadership experience, people and process skills with a strong track record of creating results through others via coaching, motivation, inspiration and support.
• 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 RISE Leadership Model

We lead as 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

… who INSPIRE and 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

…through STRENGTHENING and GROWING 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

…. always EMPOWERING and LEADING 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