Strategy Project Manager – Interim Global Head Of Customer Engagement

Location: Gothenburg, Sweden (hybrid, approx. 50% remote)
Assignment period: April 1, 2026 – December 31, 2026
Seniority level: Senior (7–10 years)

About the assignment
We are looking for an experienced and customer-focused leader for an exciting interim assignment within Customer Experience. In this role, you will drive the global customer engagement agenda, leading specialist teams and shaping how customers are supported and communicated with worldwide.

You will be part of a global CX leadership team, collaborating cross-functionally in an agile environment and reporting to a senior executive stakeholder. This is a high-impact role where strategy meets execution, and where your leadership will directly influence customer satisfaction and business value.

Key responsibilities

• Drive and deliver Customer Engagement OKRs and strategic priorities

• Develop and implement customer support and communication strategies

• Lead and coach specialist teams within customer communication and support

• Ensure strong operational alignment between HQ and global markets

• Establish and secure operational frameworks and prerequisites

• Govern market performance and drive continuous improvements

• Manage and optimize budget allocation and cost control

• Own and oversee resolution areas including commercial and technical goodwill and buybacks

About you
You are a proactive and adaptable leader with a strong sense of ownership. You combine strategic thinking with hands-on execution and thrive in both independent and collaborative environments. You are confident in engaging with stakeholders at all levels and comfortable handling complex and sensitive matters.

Requirements

• Bachelor’s degree in Business Administration, Communication, Customer Experience or similar

• Minimum 3 years of people management experience

• 5–7+ years of experience in customer engagement, support, communication or similar CX roles

• Experience from senior or leadership positions within Customer Experience

• Strong knowledge of customer engagement frameworks and support operations

• Experience in customer communication across multiple channels

• Excellent written and verbal communication skills in English

• Experience working across multiple countries, cultures and time zones

• Experience from contact center environments and KPI-driven operations

• Experience handling escalated customer cases

Team overview
You will lead two specialist teams within Customer Experience:

• Community Engagement – focusing on social media, communication, and customer interaction

• Engagement Operations – supporting global contact centers, performance, and operational excellence

We kindly ask you to submit an updated CV tailored to this role.

Sway Sourcing är en innovativ rekryteringspartner som specialiserar sig på att matcha rätt talang med rätt företag – snabbt och effektivt. Vårt huvudfokus ligger inom Ekonomi, Administration, HR, Marknad och IT, men vi har även den breda expertis och flexibilitet som krävs för att leverera skräddarsydda rekryteringslösningar inom alla branscher.

Trots att vi är en relativt ny aktör har vi redan byggt förtroende hos många av Sveriges största företag och arbetar både nationellt och internationellt. Med baser i Sverige och Spanien erbjuder vi en unik kombination av lokal expertis och global räckvidd. Vårt starka nätverk och djupa branschinsikter gör oss till en självklar partner för företag som vill ligga steget före i sin rekrytering.