Consumer Centricity Specialist Northern Europe

Find out how you can reach your potential at BSH Home Appliances Group: As a leading manufacturer of home appliances and solutions, we encourage commitment and open-mindedness among our employees. With our global brands Bosch, Siemens, Gaggenau and Neff as well as our local brands, our focus truly is on innovation. And that doesn’t just apply to our products and services, but also drives the way in which we cooperate, exchange ideas and organize our teams. Everyone is invited to make their individual contribution to our overall success. Join us now and give your career a home.

We are looking for a person to take on a the following role in Customer Service - Consumer Centricity Specialist. The employment would ideally start during June 2021. 

We offer

An interesting and challenging position in our Nordic Customer Service organization. As the Consumer Centricity Specialist (CCS) and part Customer Service senior management team, you will support the BSH strategy to improve consumer lifetime value by increasing consumer loyalty. The tasks for this important role are highlighted below: 


• Be the standard-bearer and ambassador of Consumer Centricity within Customer Service
• Be responsible for the development and implementation of the of the Consumer Centricity strategy in Customer Service Northern Europe.
• Actively seek real consumer insight to identify the opportunities to strengthen consumer loyalty and build on good practice
• Based on the analysis of the data and consumer feedback, systematically work with the opportunities identified and embed the changes into our way of working
• Develop and maintain strategic consumer centricity and loyalty initiatives
• Report on the NPS performance and manage the communication within BSH and establish it as the Number One KPI in Customer Service.
• Secure that we are using NPS and the Consumer Centricity process in consistent way by training department leads and Touch Point Owners in the methodology and systems
• As the CCS and NPS expert, raise the understanding of the management tool and methodology to analyze data and identify improvement potentials (huddles)
• Work closely with local Marketing and BSH headquarters to constantly improve the NPS tool, introduce new touch points and share best practice. 

You offer

We would like to see the following criteria: 


• A passion for customer service
• You are a self-starter and can work independently
• Excellent communication and presentation skills
• Proven project management capability
• The ability to Influence
• Curiosity
• Strong analytical and process skills
• Focus on efficiency improvements, results and quality. Creation of ideas and solutions
• Good social skills
• Have the ability to build honest and respectful relationships
• Nordic language is essential and fluent in English
• Senior high school, university degree preferable 

Application

If you have any questions about the position, please feel free to contact Colin Embling, Director Customer Service Northern Europe, mail: colin.embling@bshg.com. Assessments of candidates and interviews will be done during the application period and the position may be filled during the application period. Last application day is 4 June, 2021.

We are looking forward to hearing from you!