Tue Søttrup
Copenhagen
Summary
Results-driven leader with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
5
5
Languages
Work History
Dixa - VP CX Excellence & Chief Evangelist
01.2016 - Current
- Employee number seven holding various roles from startup through hypergrowth
- As the VP of CX
- Excellence & Chief Evangelist at Dixa, I've been instrumental in driving the company's growth through three core areas of responsibility
- I've successfully identified and acquired high-potential customers
- Defined and promoted CX Excellence in the industry and internally
- I worked closely with the CEO and CPO on developing the product roadmap and growth strategy
- My dedication to enhancing customer experiences and thought leadership has been pivotal in
- Dixa's continued success
- Achievements include but are not limited to the following:
- I led the pre-sales solutions strategy on several key enterprise customers with an increase in ARR to the value of $6M
- Played a critical advisory role in acquiring three companies that helped shape the product integration strategy and market fit with the acquisition of Elevio, Miuros, and Solvemate
- I played a crucial part in the development of vital product developments, which resulted in an improvement of efficiency by 20% on average for our customers
- In my role as Chief Evangelist, I was the face of Dixa at relevant industry events and helped drive the growth of Dixa in new territories in the US, which we could grow from $11M ARR to $16M ARR in 18 months
- I have built, managed, and scaled customer success, customer experience, and CX excellence teams
- I led pre-sales on a US gaming client
- I supported delivering required product features on time, training 3.200 in-house and outsourced agents, and delivering a user manual
- Instrumental in growing the customer base from 0 to more than 800 paying customers
- I have been directly involved in securing 20% of Dixa’s current customers
- Helped secure high-value customers that grew revenue from $0 to $20M
- Part of securing Seed Round, Series A, Series B, and Series C funding rounds.
Head of Support
Saxo.com
01.2013 - 01.2016
- Responsible for bringing Saxo’s customer experience to the next level
- Established vision, success criteria, and KPIs to deliver an exceptional CX across numerous channels
- Undertook business transformation program to redesign team, using outsourcing and securing a 9.3/10 Trustpilot score
- We increased the Trustpilot score from 8.5 to 9.3
- Net profit grew by 40% from 2013
Head of Support
SEB Kort
01.2003 - 01.2013
- SEB Kort is a leading credit card provider in the Nordics, with more than 3 million issued credit cards
- I was responsible for leading a team of 25 employees and delivering service around the clock
- As Authorization and Line Manager, I was responsible for planning shifts, training employees, hiring new employees, and keeping expenses within budget
- I led a successful LEAN transformation, improving efficiency by 25% and employee satisfaction by 40%
- Supported implementing a new customer service platform aggregating data from multiple systems into one interface
- The new platform increased efficiency, decreased training time, and reduced error rate.
customer service
Varying Roles
01.1997 - 01.2002
- I learned the value of, through working as a support agent at an airline company and a phone company
- At Arcana Film, a film and video production company specializing in corporate videos
- Assignments for Copenhagen Fashion Week, CPH:DOX film festival
- DSB S-Tog, Warner Music, GAM3, and the National IT and Telecom Agency.
Education
Film and Media Science
University of Copenhagen
01.1997 - 04.2002
Skills
Customer Experince
Product Development
Team Management
Customer Service
Certification
Certified Customer Experience Professional (CCXP).
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
KCS v6 Fundamentals Certification
04-2023
Certified Customer Experience Professional (CCXP).
12-2022
Dixa - VP CX Excellence & Chief Evangelist
01.2016 - Current
Head of Support
Saxo.com
01.2013 - 01.2016
Head of Support
SEB Kort
01.2003 - 01.2013
customer service
Varying Roles
01.1997 - 01.2002
Film and Media Science
University of Copenhagen
01.1997 - 04.2002