Consumer Service Manager
Consumer & Customer Care
Full Time
CasablancaUnited Arab Emirates
2018-01-01

Electrolux is launching in Morocco! As part of our subsidiary opening, we are looking for THE Consumer Service Manager, reporting to our General Manager Morocco.

Your role will be to deliver an outstanding consumer experience to the Electrolux brands’ consumers across Morocco. You get to design and implement the long-term strategy towards service excellence and aftermarket business development.

Key Operational Responsibilities:
• Create and Develop a strong relationship with Electrolux service providers in the Market
• Create the consumer service guidelines and implement it through the service net
• Create and Develop and monitor the Contact Center operation as per the Electrolux guidelines and KPIs
• Implement and monitor the consumer service KPIs
• Control warranty costs, report quality data and implement the safety procedures
• Guarantee a timely and concise technical support to ISPs and Retailers with a proper follow up until resolution
• Guarantee the technical training program within ISPs in the region
• To support new Electrolux products launches providing the technical information like, but not limited to, such as a spares parts catalogues, service manuals and bulletins
• To support Electrolux ownership solutions strategy on creating a simply outstanding consumer experience and developing new aftermarket business opportunities (spares, accessories, consumables and services)
• Guarantee the social media track and address the proper feedback/solution to the Electrolux brands consumers inquires and complains

Competences needed:
• Bachelors degree in Business Management, or equivalent industry experience
• 5 years of service management experience and aftermarket business
• Major appliances business experience repair practices

Soft Competencies:
• Passion for delivering outstanding consumer service experience
• Cross functional collaboration
• Availability to travel throughout the region
• Good leadership capabilities and capacity to influence people
• Eager for challenges and new initiatives
• Ability to work effectively within a teamship environment
• Desire to work with, and respect for, customers and partners from around the world from diverse races, religions, and cultures
• Ability to multi task and perform under pressure
• Excellent verbal and written communication skills
• Excellent negotiation skills
• Strong problem solving skills
• Advanced knowledge of Microsoft Excel, Word and PowerPoint

Other Requirements:
• English, French & Arabic required

Minimum Qualification