Consumer Experience Manager - Repair & Services

The Consumer Experience Manager - Repair & Services at Electrolux Group is responsible for enhancing the consumer journey by developing and implementing strategies that impact consumer satisfaction and retention. This involves mapping consumer journeys, identifying pain points, and leveraging insights to optimize service delivery, ensuring a high-quality experience throughout the aftersales process.

To qualify as a Consumer Experience Manager - Repair & Services at Electrolux Group, candidates should ideally possess a degree in Business Administration, Marketing, Engineering, or related fields. Experience in designing Consumer Experience programs and a solid background in consumer-centered companies are vital, along with advanced English and Spanish communication skills.

Electrolux Group is deeply invested in the continuous development of its employees, including Consumer Experience Managers. The company offers extensive learning opportunities, a flexible career path, and encourages participation in Lean Thinking projects to promote professional growth and skill enhancement.

As a Consumer Experience Manager - Repair & Services at Electrolux Group, you can enjoy benefits such as flexible work hours, discounts on Electrolux products, profit share bonuses, extended maternity and paternity leave, a comprehensive insurance plan, and a collaborative workplace designed for efficiency and wellbeing.

Key skills for success as a Consumer Experience Manager - Repair & Services at Electrolux Group include data analytics, process optimization, excellent communication, and the ability to foster a consumer-centric culture. Additionally, strong leadership capabilities to drive initiatives and enhance collaboration among various teams are crucial.

When answering this question, focus on specific strategies you've implemented in previous roles to improve consumer experience. Highlight any data analysis, process optimizations, or consumer feedback initiatives you've led, emphasizing the outcomes and how they aligned with company goals.

Explain your approach to managing consumer complaints, such as active listening, empathy, and problem-solving. Provide examples of past situations where you successfully transformed a negative experience into a positive outcome, showcasing your ability to navigate challenges effectively.

Discuss the various techniques you utilize for analyzing consumer behavior, such as surveys, NPS scores, and consumer interviews. Explain how you interpret data to identify pain points and suggest actionable strategies that lead to improvements in the consumer experience.

Describe your strategies for promoting collaboration among cross-functional teams, such as regular meetings, shared objectives, and team-building activities. Highlight your experience in ensuring clear communication and alignment on the consumer journey, which enhances overall service delivery.

Talk about your familiarity with different consumer experience metrics and KPIs, such as customer satisfaction scores, retention rates, and service delivery metrics. Outline how you have leveraged these data points to refine strategies and drive improvement in service processes.

Share a specific project where you successfully improved service delivery, detailing the steps you took from the initial analysis to the implementation phase. Focus on the challenges faced, solutions implemented, and the measurable impacts achieved on consumer satisfaction.

Explain your methods for instilling a consumer-centric culture, such as training programs, best practices sharing, and continuous feedback loops. Illustrate your prior experiences where you effectively increased awareness and accountability among service providers for consumer needs.

Discuss how technology tools, such as CRM systems, chatbots, and self-service platforms, enhance the consumer experience. Provide examples of how you've successfully integrated technology into consumer interactions to streamline processes and improve engagement.

Describe your methods for staying informed about industry trends, such as subscribing to relevant publications, attending conferences, or networking with industry peers. Highlight the importance of ongoing learning to understand and adapt to changing consumer expectations.

Talk about your approach to conflict resolution and collaboration. Emphasize the value of open communication, actively seeking input, and being willing to adapt strategies based on constructive feedback, which ultimately contributes to a better consumer experience.