Consumer Experience Manager - Product Onboarding

Start conversations that travel around the world.

São Paulo - SP or Curitiba - PR

At the Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

All about the role:

The Electrolux Group's purpose of transforming life for the better goes beyond products - it is in the way which we reinvent experiences of taste, care and wellbeing, starting from the desires of our consumers. All over the world, our brand seeks to actively participate in the daily lives of thousands of people by providing the best experiences. Our Marketing teams are data-driven and focused on the development of a consumer-centric mindset, seeking to unleash the power of digital media in order to improve foundational brand processes and bring innovation to the company.

What you'll do:

As an Onboarding Experience Leader, you will lead and enhance the consumer journey in our service-based business by developing and implementing strategies, looking to impact consumer satisfaction, retention and overall brand perception while onboarding with our products and services. If you are consumer centered, agile and change adoptive, join us! Help Electrolux Group to keep shaping living for the better, and we'll help you fly higher than ever before.

In detail, you will:

1. Map and analyze the entire consumer journey, identifying pain points and opportunities to improve the Consumer Onboarding process for Electrolux Group at Latin America business area;
2. Implement and optimize product onboarding, considering an omnichannel environment, while looking to encompass our Product Lines and onboarding experience to provide a unique experience for our consumers;
3. Work cross-functionally to improve service delivery, ensuring a frictionless and personalized consumer experience;
4. Act as a transformation agent, embedding a service-driven culture both internally and externally, ensuring alignment with consumer expectations;
5. Use data to monitor KPIs, extract insights and implement continuous experience enhancements;
6. Develop and implement strategies to boost engagement, loyalty and advocacy through customized interactions and targeted programs;
7. Design and manage feedback collection initiatives such as surveys, NPS and consumer interviews, ensuring to translate insights into tangible actions;
8. Drive a consumer-centric culture by equipping frontline employees, service providers and third parties with training, best practices and tools to enhance overall consumer experience;
9. Leverage data channels (direct to consumer, architects and others) to design and improve Collaborate with IT and digital teams to optimize omnichannel consumer interactions, leveraging tools such as chatbots, self-service platforms, apps and CRM systems for a seamless experience.

As part of the culture of continuous improvement, you will be involved in Lean Thinking projects and activities (EMS/C2W).

Who you are:

1. Degree in Business Administration, Marketing, Engineering, Design or related fields;
2. Solid background in designing and implementing Consumer Experience (CX) programs;
3. Proven track of experience within omnichannel, consumer-centered companies;
4. Advanced English and ability to communicate in Spanish;

Where you'll be:

You will be based at the São Paulo office, the center of Electrolux Group Sales and Marketing operations in Brazil and the workplace of collaborators who are driven by the creation of value along the steps of the Consumer Journey.

OR

You will be based at the Curitiba administrative office. Located in Prado Velho, it is a new Electrolux location designed from the start to allow for more efficient, connected and flexible collaboration between Electrolux’s support teams. Benefits include:

In order to create a culture of inclusion and care for everyone's wellbeing, we offer the following benefits:

• Flexible work hours/hybrid work environment;
• Discounts on our award-winning Electrolux products and services;
• Profit share bonus;
• Extended maternity leave (6 months) and paternity leave (4 weeks);
• Insurance policy plan;
• Extensive learning opportunities and flexible career path.

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.