Head of Customer Experience

About Aura Cloud Aura Cloud is a leading cloud-native banking platform that enables financial institutions to launch and operate modern banking services at speed. Our platform plays a business-critical role in our customers’ digital transformation journeys, supporting core financial operations with the highest standards of security, stability, and performance. Founded in 2019, Aura Cloud has built a strong reputation within the Nordic and Baltic financial services sector. Our growth strategy is focused on long-term customer partnerships, sustainable expansion, and delivering measurable value to our clients. As we continue to expand into new European markets, we are looking for an experienced Head of Customer Success to join our Stockholm office. The OpportunityAs Head of Customer Success, you will lead our Customer Success organisation and play a key role in ensuring that customers achieve their business objectives through the Aura Cloud platform. You will oversee customer onboarding, service implementation, ongoing customer success initiatives, and strategic account engagement. Working closely with customers, product owners, engineering teams, and senior stakeholders, you will ensure successful project delivery while building long-term trusted relationships. This is a highly visible leadership role that combines customer engagement, delivery excellence, people leadership, and strategic thinking. Key ResponsibilitiesLead and develop the Customer Success team, consisting of Product Owners and Customer Success professionals. Drive successful onboarding and implementation projects for both new customers and new services for existing customers. Establish and monitor customer success metrics to measure customer outcomes and business value delivered through the Aura platform. Build strong relationships with customer stakeholders, including executive-level decision-makers. Identify customer needs and translate them into opportunities that support their business growth and success. Ensure effective planning, coordination, and execution of onboarding and delivery activities across multiple customer projects. Manage cross-functional dependencies between customer teams, product specialists, and engineering teams, across multiple geographies. Identify, mitigate, and proactively manage project and delivery risks. Maintain governance structures through regular customer meetings, reviews, and escalation management Lead Agile delivery practices, including sprint planning, stand-ups, retrospectives, and continuous improvement initiatives. Collaborate closely with global teams to ensure efficient delivery and operational excellence. What We´re Looking ForRequired ExperiencesMinimum 15 years of experience leading complex IT or technology projects. At least 10 years of experience within banking, financial services, core banking, lending, payments, or related financial technology environments. Proven track record of leading customer onboarding and implementation projects for financial institutions. Experience managing long-term relationships with enterprise B2B customers. Strong understanding of banking processes across consumer, SME, and corporate banking. Hands-on experience with large-scale banking transformations, migrations, or platform implementations. Demonstrated ability to manage multiple customer projects, priorities, and stakeholders simultaneously. Experience working in Agile delivery environments. Experience collaborating with distributed and offshore teams in global delivery organisations. Excellent written and verbal communication skills in English. Leadership Profile We are looking for a leader who combines strong customer focus with operational excellence. You build trust naturally, communicate confidently with senior stakeholders, and create alignment across teams and functions. You are energised by solving complex challenges, thrive in a fast-moving environment, and know how to balance strategic thinking with hands-on execution. You have a proven ability to develop people, build high-performing teams, and create a culture of accountability, collaboration, and customer success. Why Join Aura Cloud?Join a growing fintech company with an established market position and long-term customer relationships. Work with leading financial institutions across the Nordics and Europe. Play a central role in shaping the future of Customer Success within the organisation. Collaborate with highly skilled teams across product, engineering, and customer-facing functions. Be part of a company focused on sustainable growth, profitability, and long-term value creation. Language: English (required). Additional Nordic or European languages are considered an advantage, but not a qualifying factor. ApplicationDoes this opportunity sound interesting to you? Please submit your application in the form of a CV by clicking the “Apply Here” button. Applications will be reviewed on an ongoing basis, and interviews will be conducted continuously, so we encourage you to apply as soon as possible. Due to GDPR we dont accept applications through e-mail. For more information, please contact HRM’s Recruitment Consultant, Mio Emanuelsson, mio.emanuelsson@hrmab.se or Axel Stubbing, axel.stubbing@hrmab.se.

We are looking for a strategic and commercially driven Head of Merchandising - Menswear, to play a key role in shaping the future of our product offering and customer experience. This role is created as part of the new merchandising organisation that supports in building stronger collections through key data insights and consumer driven decision making. Based in Stockholm, you will lead the merchandising strategy across the menswear collections, ensuring that assortment, pricing, and commercial decisions are aligned with customer needs, market opportunities, and business objectives. You will work closely with the Product, Design, Buying and Planning teams to deliver strong, commercially successful collections. Responsibilities Own and drive the long-term and seasonal merchandising strategy for the headgroup, aligned with overall business growth goals Lead end-to-end seasonal planning, including financial targets, pricing strategy, SKU productivity, and distribution approach Develop data-driven commercial plans using historical performance, market insights, competitor analysis, and trend forecasting Define and evolve the collection architecture, ensuring the right balance of category mix, price positioning, and lifecycle management Monitor product performance through business reviews, identifying risks and opportunities and driving in-season actions Represent the merchandising perspective across markets and lead key go-to-market milestones, including global assortment and seasonal handovers Collaborate cross-functionally with Design, Product, Sourcing, and Logistics to ensure alignment on timelines, feasibility, and value positioning Lead, coach, and develop a high-performing merchandising team, fostering a culture of accountability, collaboration, and continuous improvement The Head of Merchandising holds the end-to-end accountability for the commercial assortment and merchandising outcome for the headgroup. The role owns the development of the collection plans and channel specific assortment securing alignment with the brand vision, commercial opportunities and business KPI’s, ex productivity, efficiency, margin ambition. Profile 7 to 10+ years of experience within Merchandising, Planning, or Buying in the apparel industry Proven leadership experience in an international business environment Strong analytical capability and commercial acumen. Extensive experience in assortment architecture, forecasting, and pricing Strategic and analytical mindset with a consumer and data driven approach Strong communication and stakeholder management skills Ability to balance creativity with commercial goals