Head of Customer Lifecycle Management (CLM)

Do you want to lead how we in If define and develop customer relationships across the full customer lifecycle in the Nordics?

We are establishing a new strategic capability area within Digital Sales & Customer Experience - Customer Lifecycle Management (CLM). With this new leader role, we aim to create clearer accountability, stronger Nordic alignment, and continued development of a key strategic capability area which drives both business growth and customer satisfaction.

As Head of Customer Lifecycle Management (CLM) at If, you will be responsible for setting the direction for the strategic management and optimization of the end-to-end customer lifecycle, defining what customer outcomes and lifecycle experiences we aim to create, and how customer relationships are developed holistically across acquisition, onboarding, engagement, retention, and win-back.

About the role

This is a senior leadership role with a broad strategic mandate. You will lead and evolve the Customer Lifecycle Management capability area, ensuring a clear direction for lifecycle strategies, customer engagement principles and concepts, and omnichannel customer experience models. You will lead a team of 3 leaders for Customer Engagement Chapters, consisting of approximately 20 specialists.

In addition, you will play a central role in shaping the new Capability Area setup in Customer Engagement & Analytics. The role combines people leadership and capability development with strategic coordination across related chapters and markets. In this role you will report to the Head of Customer Engagement & Analytics.

In this role you will

• Lead, develop, and evolve the Customer Lifecycle Management capability area across the Nordics in Business Area Private.
• Own the strategic direction and key concepts for end-to-end customer lifecycle management across acquisition, onboarding, engagement, retention, and win-back.
• Contribute to marketing, sales, service, and loyalty frameworks that drive growth, support business priorities and customer needs.
• Partner closely with Tribes and key business stakeholders (e.g., from Sales, Product and Partnership teams) to identify new opportunities while measuring customer and business impact.
• Translate business ambitions into scalable lifecycle frameworks, customer relationship models and omnichannel lifecycle orchestration principles.
• Drive cross-market alignment across Tribes, business units and enabling functions.
• Collaborate closely with Customer Analytics, CRM and other relevant Capability Areas to ensure we can translate lifecycle strategies and engagement principles into executable customer engagement and automation requirements.
• Provide close leadership support and coaching for Chapter Leads within the capability area.
• Contribute to the establishment and continued development of the Capability Area model in Customer Engagement & Analytics.

We offer

• In the same way that we place high demands on you as an employee, we also expect you to place high demands on us as an employer. Here are some of the benefits of working at If:
• An inclusive work environment where everyone is welcome
• Career and development opportunities in the biggest insurance company in the Nordics
• A highly skilled and collaborative professional environment
• Possibility of hybrid workplace
• Health promoting workplace with wellness allowance and sports activities
• Great insurance benefits, lunch benefit and high pension savings

Who are you?

You are an ambitious, experienced and engaging leader with a strong understanding of customer lifecycle management and customer strategy. You combine strong business acumen, strategic thinking, and a data-driven, growth-oriented mindset with the ability to create direction, bring structure to complex topics, and translate customer and business ambitions into scalable lifecycle frameworks, engagement models, and value-creating initiatives.

You are comfortable leading in a matrix environment and building alignment across markets, chapters, squads, and business stakeholders. With your coaching mindset and strong stakeholder management skills, you help people and teams grow while creating clarity on direction and the customer outcomes we are working towards.

We expect you to have

• Strong experience working with customer lifecycle management, customer strategy, customer engagement, loyalty, retention, and business growth in a complex organization.
• Solid understanding of lifecycle strategies, customer engagement models, customer value propositions, and omnichannel customer experience development.
• Experience leading people, competence development, or capability development in a Nordic, multi-market, or matrix environment.
• Proven ability to drive alignment and decision-making across markets, business units, and enabling functions.
• Strong understanding of how customer insights, analytics, segmentation, and CRM execution can support lifecycle development and measurable business outcomes.
• Analytical and conceptual mindset with the ability to turn complex customer needs into scalable strategies, frameworks, and operating principles
• Excellent communication, facilitation, and coaching skills in both strategic and operational contexts.
• Ability to take ownership of a broad capability area and drive it from direction-setting to practical implementation.
• Fluency in English; local language skills are considered a plus.

About the team

The Nordic unit Digital Sales & Customer Experience is dedicated to creating outstanding customer journeys and experiences, driven by data, customer insights, and the opportunities brought by digitalization.

You will be part of Customer Engagement & Analytics, where we are strengthening our capabilities within analytics, customer engagement, lifecycle management, CRM, and customer strategy. This role represents a new Capability Area and will play a key part in shaping how we develop customer relationships holistically across markets going forward.

Additional facts and the recruitment process

Application deadline: Screening and interviewing will start immediately; Application deadline is Sunday 30th of August.

To apply for the position: Please attach your CV and answer to few recruitment questions in the application process.

Work location: Any main If location in the Nordics.

Travelling: Travel to other offices is expected.

Start: By agreement

For more information, please contact Toni Svärd, Head of Customer Engagement & Analytics, at toni.svard@if.fi.

We look forward to your application!