Consumer Experience Manager - Repair & Services

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:

Our ambition here at the Electrolux Group is to lead the enhancement of the Consumer Journey. In order to keep a more direct and significant relationship with them, we created the Consumer Direct Interaction sector, with an organized structure that is completely consumer-centered, reuniting under one perspective the main functions that are part of this journey. Within the area, our Consumer Care teams work dynamically to offer the best aftersales services to our consumers, delivering outstanding experiences in order to make them loyal ambassadors to our brands.

What you'll do:

1. Be an ambassador of the consumer journey, with deep understanding of consumer behavior, data analytics and process optimization to deliver seamless and engaging experiences to Repair & Service processes for Electrolux Group at Latin America business area;
2. Map and analyze the entire consumer journey, identifying pain points and opportunities for improvement;
3. Steer improvement in the operations environment through daily relationship with service providers and third parties;
4. Be a transformation agent to drive the services culture to external partners, service providers and internal stakeholders;
5. Drive the whole ecosystem towards an outstanding consumer perception;
6. Develop and manage feedback collection initiatives such as surveys, NPS and consumer interviews, ensuring to translate insights into tangible actions;
7. Work cross-functionally to improve service delivery, ensuring a frictionless and high customized consumer experience;
8. Leverage consumer and appliances population data to monitor KPIs, drive insights and implement experience enhancements;
9. Develop strategies to increase consumer retention;
10. 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;
11. Collaborate with IT and digital teams to optimize omnichannel consumer interactions, leveraging tools such as chatbots, self-service platforms, apps and CRM systems.

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:

1. Flexible work hours/hybrid work environment;
2. Discounts on our award-winning Electrolux products and services;
3. Profit share bonus;
4. Extended maternity leave (6 months) and paternity leave (4 weeks);
5. Insurance policy plan;
6. 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.