Customer Experience Officer

Join Electrolux Professional Group - as

CUSTOMER EXPERIENCE OFFICER

The Business Area Customer Experience Officer (CxO) shall partner strategically with the President and Management Team of the Business Area to design, deliver and communicate our sustainable solutions offer, products and services, which will give undisputed leadership to Electrolux Professional as the leading provider of sustainable solutions in the Food Service industry. This critical position will be accountable for elaborating the vision of a disruptive solutions offer for the future and ensuring execution of the plan in Europe as well as for the Global products in all regions. The CXO ensures an integrated Customer Experience having R&D, Product Category Management, connectivity and Marketing expertise in one team. This exciting opportunity will drive the shift to sustainability in our industry propelled by brands recognized globally and significant investments in R&D compared to peer companies.

ABOUT YOUR TASKS

As the Customer Experience Officer (CxO), you will demonstrate your ability to:

• Envision a future and disruptive offering of sustainable solutions for our customers, keeping track of current competitors benchmark and future moves.
• Design and deliver a generation plan of products & services in line with our business ambition inclusive of pricing strategy for our solutions, with the aim to gain market share in chosen where to plays. Deep market knowledge and ability to team up with sales organizations are needed.
• Define the “annual wheel” and central commercial plan (e.g., product launch plan and phase-out, existing portfolio commercial focus e.g., high margin strategic products with clear USPs, marketing and communication plan across owned and paid channels) to be activated locally.
• Act as an inclusive, creative and sustainable leader, who also recognizes the need to engage with our community of enthusiast users and customers.
• Embrace 360° communications and marketing to touch the variety of our channels in Europe.
• Master P&L impacts of our decisions both short and long term, in line with our strategic plan.
• Collaborate across the company with sales and production to improve demand planning and securing volumes as per plans.

Importantly, the CxO is a manager, mentor and coach for her/his team’s growth and engagement.

In details you will:

• Lead the definition our compelling offer and future launches of product & services, being externally focused on megatrends, customer needs, competition moves and our sustainability ambition.
• Manage portfolio choices across the full range of kitchen solutions accordingly and pricing strategy.
• Reinvent how we can be the most easy to work with supplier in the industry, partnering with Sales Colleagues in their respective geographies and ensure volume development as per plans, partnering with production.
• Be accountable for preparing and delivering the budget of the Business Area, relating to offer.
• Ensuring product life cycle management, incl Phase-In/Phase-Out, PNC levels and commonality.
• Build strong relationships with the Sales team to ensure a fully rounded category management approach is taken to the ranging cycle and activation plans.
• Enable true customer centricity in general and in particular the approach of Chain customers and their product requirements.
• Use NPS, SCR and quality-in-field data amongst other relevant data points to constantly improve ratings and thus drive better customer experiences across all product groups.
• Pave the way for digital first and 360 communications and marketing amplifying our offer success.
• Enable your teams through proper delegation and supervision, engagement and development.
• Be accountable for financial results and subsequent plans as they relate to portfolio and solutions choices and lead the investment requests.
• Identify, engage, and sponsor strategic M&A opportunities to the BA and group to accelerate the growth in-organically.
• Collaborate extensively with company resources like Sustainability, Quality, Electronics and Connectivity, to name a few.
• Lead a team of passionate professionals with engagement and new capabilities in mind.

ABOUT YOU

• University degree in Engineering or Marketing, preferred Masters.
• Minimum 15 years of relevant working experience; in the Food Service industry strongly preferred.
• Experience of working for an international organization.
• Experience with connected appliances ecosystem desirable.
• Substantiated passion for Sustainability.
• Digitally aware and promoter of new ways of selling and working. English. Any other languages will be considered a plus!

About the Electrolux Professional Group
The Electrolux Professional Group is one of the leading global providers of food service, beverage, and laundry for professional users. Our innovative products and worldwide service network make our customers’ work-life easier, more profitable – and truly sustainable every day. Our solutions and products are manufactured in 13 plants in eight countries and sold in over 110 countries. In 2023, the Electrolux Professional Group had global sales of SEK 12bn and approximately 4,300 employees. Electrolux Professional’s B-shares are listed at Nasdaq Stockholm. For more information, visit Electrolux Professional Group.