Jenni Rantanen

Experience

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  Telia

  Jul 2007 - Apr 2024

  I was leading Business Customers value management actions for increasing customer profitability with business models and combining customer understanding with value creation. I worked closely with marketing, online, and other stakeholders to ensure the effectiveness of our actions.My responsibility was also update and design the churn prevention models and service strategies in addition to representing the voice of customer. I was a member of Business Customers Management Team and Telia Finland B2B Customer Experience core team. I strive to bring customer perspectives that can be utilized in decision-making.In this position, I have concretely done the following:▪️I led a strategic-level commercial program▪️I developed a new customer experience measurement model together with other Telia countries ▪️I was "a mother" of the Telia etuasiakkuus -Concept. I was leading the design of churn score and Next Best Action models.▪️I graduated from the CX advanced course and applied service design principles in practice Show less In my role, I promoted digital transformation. My goal was to lead the change from an old customer service environment to digital channels. I was responsible for leading a virtual assistant project aimed at reducing manual contact. On a daily basis, I also analyzed and developed the customer experience of the Enterprise customer service. I created a systematic model for monitoring and managing the customer experience.Key words:Change management, Customer Experience, Digital Transformation, Project Management Show less Focused to B2B sales and management of the partnership.As the Head of Sales, I was responsible for achieving the business objectives of the Enterprise Customer Service. It was my responsibility to ensure that we reached the commercial goals set for us as a sales channel by building commercial plans and concretizing them into actions. That enabled our frontline teams to serve our customers and sell more efficiently to enable profitable growth. I was also involved in the procurement process where we were mapping out a suitable customer service partner for us. After the bidding process, I was responsible for the start-up project of the new partner as well as the operational management after the start-up of the operation. Show less Olen ollut mukana suunnittelemassa ja tekemässä uudistuvaa asiointistrategiaa ja tulevaisuuden asioinnin visiota Telialla. Vedin operatiivista strategiaryhmää, joka varmistaa vision, eli pidemmän aikavälin suuntaa asiointikanavien digitaaliselle kehitykselle.Erityisosaamista asiointikanavien kehittämisestä saumattomasti omni-channel hengessä ja projektivastuullisena toimimisesta. Kävin puhumassa Telian järjestämissä asiakaskokemuspäivissä myös eri yrityksille asiointikanavien kehittämisestä.Responsibility for projects related to the management of transactions experience and for running and developing seamless customer experience omni-channel. Show less B2C asiakaspalvelussa kehityspäällikkö. Töiden organisointia, tehokkuuden ja tuottavuuden parantamista digitalisoituvassa asiakaspalveluympäristössä. Toimin projektipäällikkönä useammassa projektissa. Vastuu projekteina mm. liukuvan työajan tuominen asiakaspalveluun. Tehtäviini kuului myös work process managerin rooli service & support sekä myyntiprosessien osalta. Mukana myös hankkeessa, jossa kuvattiin prosessit uudelleen B2X muotoon. Lean, Six Sigma Green belt.Projektipäällikkö sertifikaatti, Projekti-Instituutti. Development Manager in Consumer Customer Care. Also Work Process Manager for Service & Support and Sales processes. Show less

  • Commercial Manager, Customer Value Management & Loyalty

    Jan 2023 - Apr 2024

  • Business Leader

    Jun 2022 - Jan 2023

  • Head of Sales, Enterprise Services

    May 2018 - May 2022

  • Business Development Manager

    May 2016 - May 2018

  • Development Manager

    Dec 2014 - May 2016

  • Group Manager

    May 2014 - Dec 2014

  • Group Manager

    May 2013 - May 2014

  • Shop Manager

    Jul 2011 - May 2013

  • Sales Agent

    Jul 2007 - Jul 2011
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  Telia Cygate

  Apr 2024 - now

  Head of SME offering

  I am a part of the Telia Cygate Business & Product Management. I am responsible for SME segment and the suitability of the offerings. I oversee collaboration and direct activities related to sales, marketing and online channel development. I am also responsible for the entire marketing of Telia Cygate. My responsibilities include creating plans and budgets. I work closely with Telia marketing and our vendors.I am also completing the Telia and Hanken SSE Executive Education at Business School. Show less