Consumer Care Manager Baltic
Consumer & Customer Care
Full Time
Riga, Latvia
2019-01-04

Consumer Care Manager Baltic

The Consumer Care Manager is responsible for securing maximal customer satisfaction and loyalty to the Electrolux brands by driving the services and aftermarket business and ensuring that the needs of our customers are effectively met.

Key responsibilities
• Secure that Electrolux consumer care standards are known and implemented across the operations in Baltic countries
• Manage relationships with independent contractors and outsourced service providers, secure selection and performance of service providers
• Drive the continuous improvement of consumer care processes and service delivery
• Be a champion demonstrating Electrolux’ Passion for the Consumer, driving a customer-centric approach across all operations
• Drive commercial and technical development of field service agents
• Support the development and profitability of the Spare Parts/Consumables and Accessories business in the Baltic market
• Track and improve key performance indicators related to service delivery, customer satisfaction ( NPS), costs and profit margins
• The Consumer Care Manager reports operationally and functional to the Customer and Consumer Service Manager Poland&Baltic and the European Consumer Care Organization

Key functional qualifications: 

• 3 - 5 years in a management position
• Proven leadership capabilities, ability to successfully manage turnaround processes
• Experience with after-market and warranty processes
• Experience of working in a group of companies
• Financial acumen
• Analytical thinking
• Negotiation skills
• Customer Relationship & Complaint Management
• Change Management
• Positive Thinking and resilience
• People Leadership and motivation

Generic qualifications:               
• Operational Leadership
• Strategic Leadership
• People Leadership