Business Transformation Manager

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.
To achieve this, 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 career.electroluxgroup.com to learn more.
You will be based at Electrolux HQ in Stockholm at Kungsholmen. Our Headquarters in Stockholm is an amazing and unique place to work and grow! Over 1000 professional and 75+ nationalities shape living for the better every day.
For our European contact center team, we are now recruiting a Business Transformation Manager (BTM), reporting to the Contact Centre manager. You will be an active part of the Consumer Service and ConCenT team and provide functional guidance to the ConCenT key users in the Europe countries. In this role your main focus areas will be Contact center, Direct to Consumer (D2C) sales and Knowledge management and you will be working closely with the functional managers for these areas as you will functionally own and develop our future end to end process.
For us, ConCenT is about having a 360° view of our consumers in every touchpoint and through providing outstanding experiences, creating brand loyalty for life. It will give us the possibility to manage the relationship with our consumers in a smart and effective way – it provides the means to a new way of working. ConCenT, however, is much more than simply rolling out a cloud-based IT system. It is a business transformation that is supported by an intricate network of interconnected systems which handle everything from how we onboard our consumers and store their data to how we manage our spare parts planning, schedule our service visits and tailor our marketing campaigns.
Your main tasks:
· Drive business process transformation through execution of “to be” processes in respective systems and tools
· You will support the development of European processes and the implementation of these processes, supported by the ConCenT tool.
· You are responsible for the deployment, testing and change management of new or enhanced processes, and ConCenT sub-applications and new tools,
· You will lead the key user network with participants from the live markets for the solution area Sales & Services
Qualifications:
· Bachelor’s degree in a relevant field such as business or IT
· Several years related work experience dealing with cross-functional decision making and supporting business objectives
· Several years’ experience with system issue resolution, project management planning and Consumer Service with a strong focus in operational business processes
· Thorough knowledge of business processes and operations in the Consumer Care and/or Service Operations area
· Required languages: Fluent English written and spoken