Change Manager

Job Description: Senior Change Manager Location: Sweden, Europe (approximately 10% intra-European travel) Working Hours: European business hours Engagement: Contract / Freelance Role Overview We are looking for an experienced Change Manager to support IT enablement initiatives within an Operational Command Center (OCC). The programme aims to consolidate European order-to-cash and customer care operations into a central Centre of Excellence. The successful candidate will lead change management activities across multiple transformation projects, including Salesforce Service Cloud transformation, the rollout of updated service cloud templates and processes across Europe, and the European rollout of a Transportation Management System (TMS). The role combines strategic change management, stakeholder engagement, communications, training coordination, go-live readiness and adoption monitoring, with light project management responsibilities. Key Responsibilities

1. Change Strategy and Planning

• Develop change management strategies, roadmaps and implementation plans.
• Align change activities with project milestones and business objectives.
• Define stakeholder personas, adoption targets and success measures.

1. Change Impact Assessment

• Assess changes to business processes, systems, roles, skills, KPIs and customer experience.
• Identify change impacts across different user groups and business functions.
• Develop mitigation plans to address potential adoption challenges.

1. Stakeholder Engagement

• Identify and segment key stakeholders across the organisation.
• Engage sponsors, business leaders and stakeholders to ensure alignment.
• Establish and coordinate change champion and super-user networks.
• Engage stakeholders outside the OCC, including Sales teams and, where relevant, customers and carriers.

1. Communication Management

• Develop and manage communication strategies, plans, calendars and templates.
• Prepare communications covering project announcements, implementation updates, go-live and post-launch reinforcement.
• Ensure consistent and timely communication across regions and stakeholder groups.

1. Training and User Enablement

• Collaborate with learning and development teams to develop scenario-based training.
• Design training strategies, agent and supervisor curricula, facilitator guides, job aids and quick reference guides.
• Develop knowledge checks and ensure training materials support effective system adoption.
• Coordinate with the customer's learning team, which will deliver the training and manage the Learning Management System (LMS).

1. Go-Live Readiness and Hypercare

• Coordinate change readiness activities and activate change champions.
• Maintain FAQs, training materials and job aids during implementation.
• Monitor user feedback, adoption issues and operational challenges during hypercare.
• Report findings and recommend corrective actions.

1. Adoption and Continuous Improvement

• Develop adoption scorecards using KPIs such as system utilisation, average handling time, first contact resolution and customer satisfaction (CSAT).
• Recommend 30-, 60- and 90-day reinforcement activities.
• Conduct lessons-learned reviews and identify improvement opportunities.
• Develop reusable change management materials for future project phases and country rollouts.

1. Light Project Management

• Estimate the effort required for each change initiative and ensure delivery remains within the agreed budget.
• Track activities, milestones, risks and deliverables in coordination with the programme manager.
• Provide regular progress updates and flag issues that may affect project delivery.

Required Skills and Experience

• Minimum 5 years of experience in Change Management, Organisational Change Management (OCM) or business transformation.
• Proven experience managing change across complex IT implementations and business transformation programmes.
• Strong expertise in change strategy, impact assessments, stakeholder engagement and communication planning.
• Experience developing training and user enablement materials.
• Hands-on experience with go-live readiness, hypercare, adoption measurement and continuous improvement.
• Excellent communication, facilitation, planning and stakeholder management skills.
• Ability to work independently, manage multiple initiatives and collaborate with cross-functional teams.
• Experience working with geographically distributed teams across Europe.

Preferred Qualifications

• Experience with Salesforce Service Cloud implementations or rollouts.
• Experience in customer care, contact centre transformation or CRM implementations.
• Knowledge of order-to-cash processes and customer service operations.
• Exposure to Transportation Management Systems (TMS) or supply chain transformation.
• Experience managing multi-country or global change rollouts.
• Familiarity with adoption metrics, operational KPIs and change management methodologies.

Ideal Candidate Profile The ideal candidate is a hands-on Change Manager who can develop the change strategy while also executing day-to-day activities across stakeholder engagement, communications, training, readiness and adoption. The candidate should be comfortable working across European markets, coordinating with programme leadership and supporting repeatable, scalable transformation initiatives. Availability: Immediate starters preferred.