From tour guide in the Alps to Nordic E-commerce Manager
In the winter of 2011, I decided to apply for a tour guide course to get the opportunity to work as a tour guide in the Alps. Since then I have worked in the travel industry and I have never regretted applying for that course many years ago.
As a tour guide, I quickly realized that good service, professional treatment of customers, and knowledge about the product was something that was very important to me, and it really shaped my mentality at work. Since I was young and involved in sports, leadership has also been important to me and that is why I wanted to take the step to become a Resort Manager. Leading a team to create the customer's best travel experience was something that motivated me a lot.
After many years in the Alps, my family and I moved home to the Nordics and I then started working at TUI, initially as a Sales and Customer Service Agent. Everything I had learned from working with the customers at the destination helped me tremendously in that role.
That role, combined with further studies, led me into the field of E-commerce, which I currently work with. Although E-commerce involves a lot of strategy, analysis and optimization, still the customer’s experience is the starting point in everything I do. Without the experience from the tour guide profession, I would not be where I am today.
I make sure that our web shops make the customer happy
As a Nordic E-commerce Manager I work actively to ensure that our local e-commerce executives will be enabled with efficient processes and tools to address Nordic and local opportunities. The role has a strong focus on driving the customer experience, securing a data driven way-of-working, team processes and facilitating sales for the four local markets.
Key challenges and focus areas in my daily work is to manage relationships with business stakeholders, support local teams and driving a commercially based framework. All this to be able to create an efficient framework for data-driven e-commerce.
Something that motivates me very much in my role is that it is a broad area of responsibilities. This includes both merchandising products in the best possible way to drive sales, at the same time that I am a support of the local E-commerce executives that orchestrates local sales & marketing initiatives. Therefore, an important part of my work is to inspire colleagues to improve, test, and learn.
Drive sales through a top-class customer experience in our web shop
There are two things that motivate me very much; strong sales and satisfied customers. In my daily work, both of these factors drive me a lot because our main task in E-commerce is to create a web shop that delivers an excellent customer experience while following the sales plan and supporting the organization to sell as many trips as possible.
See every situation from the customer's point of view
In my world, it's pretty simple. What a tour operator wants to achieve is to sell trips with a quality that results in satisfied and returning customers. Regardless of what role you have within the organization, this must be top of mind in all the work that is done.
Within E-commerce, we do this by working data-driven, listening to the customer and always working proactively to deliver what the customer requests. A key to succeeding in this is to always try to see the situation from the customer's point of view.
