Head Of Ownership Solutions, Taiwan/ Hong Kong
Consumer & Customer Care
Reports to General Manager- General Manager, Taiwan & Hong Kong
Functional Area- Ownership Solutions
Division- Sales Area North-East Asia
Drive Ownership Solutions strategy in Taiwan and Hong Kong. Delivery simply outstanding consumer experience and deliver the ambitious targets on aftermarket business development.
A Typical Day
· Lead Field Services, Contact Centers, Spares, Service Engineering and aftermarket business development
· Own OS P&L in the cluster and develop and implement OS product portfolio.
· Secure a tight warranty cost control and support quality development.
· Deliver very ambitious targets on consumer satisfaction. Net promoter score and consumer effort score.
· Implement/review/enhance field service and contact center operations according to the sector business model strategy.
· Drive and deliver operational KPIs
In this role, you will be dealing with Electrolux’s Internal & External customers. You should be confident in dealing with leaders both from a country level and region level perspective.
In Electrolux, we encourage open communication at all levels and put emphasis in dealing with our customers as well as colleagues with integrity and respect. You will be working in New Taipei, Taiwan on regular working hours and may be required to travel both domestic and international.
Who You Are
Competencies to be stated, Electrolux as well as technical competencies to be listed below.
For you to succeed in this role, you should be:
Expert- You not only know your area of expertise, you’re passionate about achieving your commitment
Energetic – Your enthusiasm is infectious, inspires, and engages your colleagues and collaborators to achieve, deliver, be accountable and own their work. You will also have the passion essential to delivering results in both the short and long term.
Team player - You should be comfortable in dealing with people with different backgrounds and responsibility;
Agile– you need to understand changes and have creative thinking to achieve your goal
You are expected to participate in special projects as requested by Electrolux management either as required by the business and/or as part or your career development plan.
§ You should have a degree in bachelor and above
§ Fluent in English (oral and written)
§ Leadership capabilities
§ Experience in Contact Centre, Quality, CRM, Spares Operations and Service Operations
§ Fluent in English
§ Good understanding in financials and P&L management
§ At least 10 years experience in related filed