Consumer Experience Manager - Purchase to Pay

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 Sales teams have a holistic approach when doing business with our customers, exploring and leveraging consumer journeys with focus on in-store and e-commerce conversion. Through a fast-paced and consumer-oriented approach, our Sales teams enable Electrolux Group to reach even better results, creating value consistently along the way to deliver outstanding experiences.

What you'll do:

As a Purchase to Pay 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 purchasing 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 Purchase to Pay process for Electrolux Group at Latin America business area;
2. Work cross-functionally to improve service delivery, ensuring a frictionless and personalized consumer experience;
3. Act as a transformation agent, embedding a service-driven culture both internally and externally, ensuring alignment with consumer expectations;
4. Use data to monitor KPIs, extract insights and implement continuous experience enhancements;
5. Develop and implement strategies to boost engagement, loyalty and advocacy through customized interactions and targeted programs;
6. Design and manage feedback collection initiatives such as surveys, NPS and consumer interviews, ensuring to translate insights into tangible actions;
7. 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;
8. 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 (online and offline), consumer-centered retail 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:

• 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.