Performance Manager, Sales and Customer Service

Join Wilhelmsen Ships Service and be part of shaping the future of the maritime industry for a truly global company. We sell marine products and services to globally trading vessels in 70+ countries, through 50+ legal entities in all corners of the world. The end-users of our products (the vessels) move from one part of the world to another within the span of weeks and expect to get fully integrated and seamless customer service wherever they are. This is a fundamental aspect of our business, and it requires WSS to operate a truly global (not just multi-national) business model, in which products and tasks are distributed throughout our global marine supply system.

Do you want to take a leading role in driving performance at the world's leading maritime supplier?

Wilhelmsen Ships Service (WSS), a wholly-owned subsidiary of the Wilhelmsen Group, supplies marine product solutions to thousands of different customers in all corners of the world. To succeed in this we have a globally operating Sales and Customer Services team, handling a range of tasks, from order intake, customer care, and troubleshooting,  to relationship building, contract negotiations and actively selling tailored solutions. To provide us with the insights we need to perform optimally in this area and to drive strategic and operational changes across the Sales and Customer Service function,  we are now looking for a Sales and Customer Service Performance Manager 

In this role, you will drive improvements across the Sales and Customer Service function, identifying areas for improvement and helping us optimize how we work. You'll analyze both qualitative and quantitative data to understand organizational changes, team structures, and individual contributions, ensuring we are focused on the right priorities. As technology evolves, you’ll assess whether our operational footprint is properly aligned with our goals and provide insights on whether we are selling the right solutions in the right way. You'll have a bird’s eye view of this large function, investigating and optimizing operational expenses (OPEX) while ensuring our processes are smart, efficient, and scalable. If you are able to translate data into actionable insights and improve our return on effort (ROE), we’d love to hear from you!

The role requires combining analytical and commercial abilities with a business-oriented mindset, communication abilities to convey findings to top management, and detailed knowledge and capabilities to design and execute analyses and tasks necessary. If you are motivated by a role where you sit at the center of a truly global company, driving significant change through your analyses and having a large influence on our company, this challenge would be a very exciting opportunity for you.

Responsibilities & Tasks

Performance Monitoring and Analysis: 

• Track and report (KPIs) for customer satisfaction, cost metrics, and productivity levels. 
• Identify trends, insights, and opportunities for improvement through data analysis, and develop recommendations to improve overall performance. 

Cost Optimization: 

• Monitor operational costs across the function, identifying areas for potential efficiencies and benchmarking across sales areas. 
• Collaborate with Finance to develop cost control strategies and P&L cost allocation strategies while maintaining service quality and sales performance. 

Strategic Planning: 

• Work with leadership to develop and execute strategies to improve customer experience, streamline operations, and increase effectiveness and efficiencies in line with technological advancements and market trends. 
• Support development of budgets, forecasts, strategic plans, and communication strategies ensuring alignment with company goals and financial objectives.
• Research and benchmark industry best practices to guide strategic decisions. Be up to date on the latest literature that can underpin, renew, and drive positive change within Sales & CS.

Process Improvement: 

• Collaborate with leaders to refine processes, ensuring efficiency and scalability as the business grows. 
• Support projects aimed at enhancing both performance and service delivery. 

Stakeholder Management: 

• Act as a key liaison between Sales & CS, Finance, and top management to ensure alignment on performance goals and strategy. 
• Present performance findings, strategic insights, and recommendations to senior leadership and other stakeholders. 

Desired Qualifications

• Higher degree in economics, business administration, finance, or other relevant field
• Experienced professional with 2+ years of relevant working experience in management consulting, industry, or other relevant disciplines.
• Solid analytical skills and ability to present complex analyses in a simplified manner to stakeholders, including proficiency in complex quantitative and qualitative analyses

We believe this is you

• Analytical mindset, numerical aptitude, and ability to think holistically.
• Ability to engage with all parts of the business, and navigate across a diverse and international organization.
• Experience in evaluating complex problems from multiple perspectives to identify root causes and develop pragmatic solutions
• Practical business sense and problem-solving skills.
• Strong interpersonal and leadership skills, and ability to communicate with, influence, and motivate people.
• Ambition, desire, and passion to succeed in developing, changing, and growing the business.
• You are curious, proactive, and flexible.
• You have a strong analytical mindset and knowledge of business.
• Solid command of the English language (oral and written).

We can offer

• Competitive terms & benefits
• An exciting role at the heart of a large global operation
• Career development and opportunities in a leading global company
• A culture and work environment of strong leadership
• Work-life balance, including flexi Time and flexible work arrangements
• Among the best pension plans in Norway
• Insurances 
• Use of company cabins, sports teams (tennis, golfing, skiing, etc)
• A job that is both challenging and stimulating. 

The role is situated at Wilhelmsen HQ in Lysaker, Oslo. Some travel may be expected but not a requirement.

Application deadline: Soonest. Applications are continuously reviewed

Contact Person: 

Øivind Fossum Persen

Kvant Consulting AS

oivind@kvant.co

+47 473 74 423

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