Consumer Care Manager Baltic
Consumer & Customer Care
Full Time
Vilnius, Vilnius County

Help bringing the right people to the right place.

By creating desirable solutions and great experiences that enrich people’s daily lives and the health of our planet, we want to be a driving force in delivering enjoyable and sustainable living. We go to work every day determined to shape living for the better – for our customers and for the health of our planet.

For that, we employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and to learn more.

We are looking for an experienced Consumer Care Manager who will be 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.

The Consumer Care Manager reports operationally and functionally  to the Ownership Sales & Services Manager Baltic and the European Consumer Care Organization.

Your main tasks:
•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

•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

Language skills:
•Lithuanian - Full Professional Proficiency
•English - Full Professional Proficiency
•Russian - Full Professional Proficiency

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Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'