Katja Gunnelius
Summary
Passionate about customer value, excellent customer experience & growth in people and business.
Customer centric implementor of critical changes, continuous developer of customer experience, a coaching leader.
Overview
24
24
years of professional experience
Work History
Head of Customer & Loyalty
MTV Plc (Telia Company)
03.2022 - Current
- Responsible for MTV customer-centricity and customer experience.
- Responsible for MTV B2C-customers & customer relationship (2,2 million registered customers, weekly reach 4 million Finns).
- Responsible for MTV Katsomo digital streaming service curation & holistic digical experience development together with multiple Nordic stakeholders
- Leading the building and launch of new, Nordic MTV Katsomo streaming service platform (10/2023) in co-operation with multiple Nordic teams.
Chief Customer Experience Officer
Stockmann Plc
02.2021 - 02.2023
- Responsible for ramping up new Finnish-Baltic CX & Insight unit and for CX in all channels & all touchpoints of customer omnijourney.
- Responsible for Stockmann B2C-customers, global MyStockmann -loyalty program (1,6 million registered customers in Finland & Baltic's) and customer relationship management.
- Driving strategic customer data & personalization initiatives.
- Responsible for customer service unit, driving development in root cause tackling & cx development.
- Member of management team. Interim contract.
Chief Operating Officer, Partner
Frankly Partners (Hasan & Partners Group)
01.2019 - 02.2021
- Frankly Partners is a consulting agency offering services for customer insight, customer centricity & customer centric business development.
- Responsible for company's sales, offering, methods & customer experience (NPS 86).
- CX, CRM & Loyalty strategist, responsible for transformation programs.
- Leading customer centric business development programs: customer insight, product and service concepts, digital services, loyalty, brand strategies, organization design, ways of working.
Director, CX & Transformation Programs
Trainers' House Plc
08.2016 - 12.2018
- Trainers' House is a consulting agency specialized in strategy execution & transformation programs.
- Development responsibility for project methodologies and tools and competence development. Ramping up cx management and development responsibility for company's customer experience.
- As Senior transformation consultant leading critical change projects. Also responsible for strategic clients of the company.
Director, HR & Senior Transformation Consultant
Trainers House Plc
01.2014 - 08.2016
- Work as Senior transformation consultant in challenging change initiatives continues: strategy clarification, communication & implementation.
- Development responsibility of personnel, culture & employee experience (during corporate restructuring program).
Consulting & Sales Management / Different Roles
Trainers' House Plc
10.2000 - 12.2013
- As transformation consultant: Responsible for clients' transformation programs concerning strategy execution, customer centricity, cx & ex: current state, vision, roadmap, execution, comms, networks, co-creation.
- As sales director: Responsible for sales, sales teams and company's training business unit in Germany.
- As project manager in early years: Responsible for customer experience, internal communications, background work (planning, interviewing, concepting etc.), roadmaps, schedules and practical arrangements. Sales support: cold calling, booking customer meetings.
Assistant, Area Sales, Northern & Eastern Europe
Roberg Bosch GmbH
08.1999 - 02.2000
- Area sales management’s support in sales and marketing. Customer service, pricing, planning and execution of marketing operations, organizing events.
Education
Master of Science - Economics And Business Administration
Turku School of Economics
Turku06.2000
Skills
- Data and analytics
- Customer research and insights (quantitative & qvalitative)
- Loyalty, Customer relationship, CRM
- Customer centric business development
- Customer experience
- Strategy implementation
- Program & project management, roadmaps, prioritizing
- Concepts, conceptualizing
- Sales and sales management
- Co-creation, involvement, coaching
- International teams
Hobbies
- Sports: tennis, gym, crossfit, running, skiing, slalom, yoga
- Reading
- Travelling
Languages
Finnish
Native language
Swedish
Proficient
C2
English
Proficient
C2
French
Elementary
A2
Italian
Beginner
A1
Timeline
Head of Customer & Loyalty
MTV Plc (Telia Company)
03.2022 - Current
Chief Customer Experience Officer
Stockmann Plc
02.2021 - 02.2023
Chief Operating Officer, Partner
Frankly Partners (Hasan & Partners Group)
01.2019 - 02.2021
Director, CX & Transformation Programs
Trainers' House Plc
08.2016 - 12.2018
Director, HR & Senior Transformation Consultant
Trainers House Plc
01.2014 - 08.2016
Consulting & Sales Management / Different Roles
Trainers' House Plc
10.2000 - 12.2013
Assistant, Area Sales, Northern & Eastern Europe
Roberg Bosch GmbH
08.1999 - 02.2000
Master of Science - Economics And Business Administration
Turku School of Economics
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