Join Electrolux Professional Group – as:
HEAD OF CUSTOMER CARE – BUSINESS AREA FOOD EUROPE
ABOUT THE JOB
The Head of Customer Care is responsible for overseeing the after-sales support strategy, ensuring customer satisfaction, and managing all post-purchase services. This role involves leadership in the development and execution of after-sales services, including customer service, warranty services, repairs and maintenance, sales (spares, consumables, detergents…). The ideal candidate will drive improvements in service delivery, enhance customer loyalty, optimize operational efficiency and define the deployment of AI.
The role reports to the VP Business Development and Customer Care BA Food Europe.
ABOUT YOUR TASKS
- Define the strategy for Customer Care, combining Customer proximity and profitable growth in BA Food Europe, managing and harmonizing the three areas of Technical and Service Development, Essentia Product Management (the product management activities for spare parts, accessories, consumables and services offers) and Business Development (the promotional activities of the Essentia package to Country Customer Care offices, Service Partners and final Customers aimed at increasing profitably the Customer Care total turnover).
- Manage the BA Food Europe Customer Care Team and drive the Customer Care organizational transformation process for the full BA, developing a sales-growth-driven organization while preserving and further enhancing the exceptional support provided to Partners and Customers.
- Be accountable for the Customer Care profitable growth and enhancement of the proximity to Partners and Customers in the BA Food Europe, defining, budgeting and implementing with the Country Customer Care Heads the plans and actions necessary.
- Represent the Country Customer Care needs towards the Group functions when developing/optimizing the tools addressing the Customer Care activities (e.g. for warranty management) and businesses (e.g. digital sales platforms) and coordinate the Country Customer Care teams actions when required by the Group functions (e.g rework/recall campaigns).
- Represent the Customer Care function in the Steering Committee of the Product Development process within the BA Food Europe projects, guaranteeing all deliverables for a successful product and service launch in cooperation with R&D, Category Management and Marketing .
- Be directly responsible and accountable for the strategy and digital implementation and monitoring of the activities, tools and contents used for the knowledge transfer to Electrolux Professional Customer Care Country Teams and Service Partners and for the relevant qualification and capabilities monitoring, for the implementation of the Net promoter score index and for the central Technical Helpdesk team management and evolution.
- Be directly responsible for the definition of the strategy and for the deployment of AI in the Customer Care organization.
ABOUT YOU
- Bachelor’s degree in Business Administration, Engineering, or a related field. MBA or advanced degree is preferred.
- Minimum of 8-10 years of experience in after-sales service management, with at least 5 years in a leadership role
- Strong leadership and team management skills.
- Excellent customer service and interpersonal skills.
- Analytical mindset with the ability to use data to drive decisions.
- Strong problem-solving and conflict resolution abilities.
- Proficiency in CRM and ERP systems.
- Excellent communication skills, both verbal and written.
- Fluent Italian and English are mandatory.
REQUIRED COMPETENCES
- Customer Obsessed – you are focused on delivering value to the customers, both internal and external
- Trustworthy – you are accountable and deliver on your commitments. You welcome healthy debates and honest conversations. You are honest – especially about your mistakes and learn from your setbacks. You collaborate and enable others to deliver.
- Bold – You take action to deliver better outcome. You seek diversity and inclusion by actively pursuing diverse perspectives and creating an inclusive environment. You bring new ideas to the table and take risks with confidence, supporting courageous decision-making that inspires progress and growth.
- Sustainable – You consider the growth and development of our people to be as important as preserving our environment and take decisions that reflect our effort to build a better future. You always act ethically.
ABOUT OUR BENEFITS
- Fair compensation and benefits package in line with the market
- Flexible hybrid workplaces that include remote and in-office roles
- Room to express your potential, develop and strengthen your competences
- Continuous learning opportunities
- Diversified, multi-cultural environment
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 https://www.electroluxprofessionalgroup.com
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