Stockholm School of Economics Executive Education

IHM Business School

Global Head of Customer Service at H&M

Representing e-retailers in Sweden, advocating for a successful e-commerce environment in the Swedish and international e-commerce market. Driving D-Congress, the leading e-commerce event in the Nordics, and serving on the jury for D-Awards, recognizing the e-retailer and e-commerce provider of the year.

Svensk Digital Handel

Board Member

Responsible for leading and developing the strategic direction of customer service,  identifying new business opportunities while delivering world-class customer experiences. In this role, I lead the global management team over customer service with seven direct-reporting functional managers and the global customer service organization. Key focus areas have been organizational development, cultural transformation, growth strategies, expansion, digitalization, and adapting to changing landscapes in the industry and markets. 

Some successes and results in this role include:
•	As member of the Global Online Sales management team, I’ve been part of developing the digital sales function into the future by securing global digital growth while building up future operating model in regions and the global omni function.
(25% top line growth and 100% profit growth year over year.)
•	Initiated and lead a cultural transformation journey, evolving customer service organization into a modern digital e-commerce-, data-driven-, and customer-centric function.
•	Implemented customer service chat and chatbot communication features, enhancing accessibility, convenience, and customer satisfaction.
•	Supported a global capacity project to find outsourcing partners supporting expansion into new markets, successfully leading to the majority of volumes being handled by outsourced partners across 19 locations worldwide.
•	Recruited and integrated organizations in India, Japan, South Korea, China, and the Philippines, creating self-sufficient teams for successful collaboration with  partners and regional teams.

Global Head of Customer Service

In parallel with my role as Global Head of Customer Service at H&M Group, I spent two years as an expat in Hong Kong SAR, China. My local presence facilitated closer collaboration with local/regional stakeholders to introduce customer service roles and responsibilities in the region. Despite the complexities posed by the Covid-19 outbreak, we successfully expanded customer service operations, establishing a local organization for H&M's customer service in Asia, with new operational sites in Seoul, Sapporo, New Delhi, Cebu and Naga.

Customer Service Manager, APAC - H&M Group, Region GCN/Online Sales

Led global and local transportation teams, focusing on providing strategic support to H&M Group's physical stores and global online distribution. Optimizing by finding cross channel synergies. The local teams achieved remarkable results from contract negotiations, cost optimization, productivity and efficiency improvement, as well as a 30% reduction of carbon footprint.

Global Outbound Transportation Manager

Led the Global Online Distribution team, setting strategic direction, establishing the organization, and developed a conceptual framework for sourcing of last mile services in local sales markets around the world. Successfully implemented a standardized procurement and governance process, enabling rapid and efficient expansion of digital sales, from 9 to 50 markets over 4 years.

Global Distribution & Transport Manager

Managed the relocation of operations to the main office in Gothenburg, establishing a new workforce, clear vision, and optimizing work processes. Led the support for the launch of four different Apple iPhone models, implementing a communication platform for push notifications to keep customers informed during delivery delays.

Telia

Department Manager Telia Direkt - Logistics, Service & Support

Developed marketing plans, led B2B marketing activities, and managed campaigns for both B2B and B2C through mail-order and e-commerce channels. Successfully led cross-functional projects, such as successfully produce and distribute a Christmas catalog to 5.1 million Swedish  households, driving large volumes of sales over the holiday season.

Joakim Eskilsson