Sami Jokivirta

Experience

• 

  Autosalpa Oy

  Jul 1997 - Sept 1998

  Marketing Assistant

  Marketing Assistant at Volvo / Renault -dealer; marketing planning, coordination, operative tasks

• 

  Sonera Info Communications Oy (Fonecta)

  Apr 2000 - Jan 2001

  Customer service person

  Customer service at contact center (directory assistance)

• 

  Fonecta Oy

  Jan 2001 - Jul 2003

  Product Specialist

  Product specialist of directory assistance 020202, customer service prosesses

• 

  Veikkaus Oy

  Aug 2003 - Apr 2010

  Head of CRM-team (5 persons), CRM-activities, loyalty program, customer card, customer experience management Launch of customer card, development of new features for the card Superior for customer service, education and work shift planning for team members (14 members), developing customer service prosesses and experience.

  • Customer Relations Manager

    Aug 2009 - Apr 2010

  • CRM Development Manager

    Aug 2006 - Jul 2009

  • Customer Service Planner

    Aug 2003 - Jul 2006
• 

  Raha-automaattiyhdistys, RAY (Finnish Slot´s Machine Assosiation)

  May 2010 - Feb 2013

  Customer Insight Manager

  Customer segmentation, consumer behaviour, customer research and analysis

• 

  Helsinki Region Transport

  Feb 2013 - Feb 2016

  Head of CRM and marketing team working with marketing campaigns, events, loyalty program, partnerships, customer relation management and customer experience. Customer loyalty program development

  • CRM & Marketing Manager

    Jan 2014 - Feb 2016

  • Customer Relations Manager

    Feb 2013 - Dec 2013
• 

  Fonecta Oy

  Feb 2016 - Jan 2021

  As Head of Customer Experience I was responsible for development of Fonecta`s service portfolio and customer relationship management. Me and my team work closely with Fonecta´s different service areas to ensure services that add value to our customers’ growing businesses and customer experience. Helping Finnish companies and public sector organizations to create better business and CX with Fonecta's digital marketing and sales solutions. My work includes, among other things, mapping out digital marketing and sales solutions and data / analytics services for corporates and public sector organizations. Helping Finnish companies and organizations to create better business with Fonecta's digital marketing and sales solutions.

  • Head Of Customer Experience

    Jun 2019 - Jan 2021

  • Business Development Manager

    Feb 2017 - Jun 2019

  • Consultant

    Feb 2016 - Feb 2017
• 

  Holiday Club Resorts

  Feb 2021 - Oct 2022

  CRM Manager

  My job was to develop the loyalty of Holiday Club's customers to meet both the customer's needs and the desired customer experience / brand promise. In my role, I developed customer communications and experience utilizing Salesforce Marketing Cloud and Service Cloud.

• 

  Fennia

  Oct 2022 - now

  Customer Experience Manager

  In my role as a Customer Experience Manage I´m responsible for analyzing customer data to identify needs and expectations, leading to improved customer satisfaction and retention. I work closely with various teams to develop strategies that enhance the overall customer experience and contribute to the achievement of business goals.