Consumer Journey manager – Repair & Service

The European Post-purchase Experience Marketing - Consumer Journey team, is looking for a European Consumer Journey Manager. You will be responsible for defining, shaping and managing the full consumer journey experience across multiple touchpoints (online and offline) in the Repair & Service phase. Through journeys designed to deliver brilliant basics and some magic moments we want to ensure consumer satisfaction, capture consumer data and insights, and create multiple relevant opportunities to drive post-purchase sales and brand position throughout the consumer life cycle. You will be the ‘glue’ bringing everyone together and making sure we deliver consistent, branded and valuable consumer experiences that also create opportunities to drive sales of our post purchase products and services.


You will work in close collaboration with our performance-focused Loyalty Marketing team that ensures strategies, tactics and governance to deliver on our prioritized consumer and business KPIs and drive optimization of existing experiences and value propositions. You will also collaborate with multiple other functions across the business since we believe journey design and management needs to be truly cross-functional to be successful.


The right person has a strong digital experience management background, is truly consumer-centric, data and insights driven, has a transformation and growth mindset, and is passionate about delivering both consumer value and business targets through cross-functional collaboration. In this role, you will report to the European Consumer Journey Director and will work closely together with the extended marketing team, product and design teams, IT, and the consumer service and sales organizations both on a European and country level. It’s a full-time permanent role based in our Global Headquaters in Stockholm.


Key areas of responsibility


DESIGN, DEVELOP & MANAGE FULL JOURNEY EXPERIENCES, WITH KEY CONCEPTS & USE CASES
•Drive consumer research and analysis to identify key consumer needs, expectations, potential pain and delight points etc. that we need to address to be relevant, engaging and (where relevant) differentiated in our post-purchase journey phases
•Define what “Repair & Service as a product”, “Repurchase as a product” should be like at Electrolux, working with experience and service design in cross-functional initiatives
•Design and consumer validate overall experiences and key value propositions per journey phase. Develop roadmap and prioritized development plan
•Where relevant, develop partnerships with external partners to deliver additional consumer value
•Collaborate closely with Product line, R&D, Design and Experience areas to fully leverage potential links between appliances and digital experiences
•Enable, drive and follow-up journey execution across business functions - Product line, IT, Marketing (incl. CRM), Sales and Service channels etc.
•Initiate and drive support and planning for key projects and initiatives that are important for journey phase transformation




DESIGN, DEVELOP & LAUNCH PORTFOLIO OF KEY DIGITAL VALUE PROPOSITIONS & EXPERIENCES
•With the help of a cross-functional team, drive detailed design, development, launch and initial ‘post-launch’ validation and optimization of post-purchase value propositions and touch point experiences as prioritized in journey phase roadmaps. There will be a high focus on leveraging digital touch points such as our branded digital channels and CRM engine as well as on omni-channel opportunities
•Work closely with pilot markets and Loyalty Marketing team for launch and initial improvements of new functionality. Once the new functionality is stable, conduct structured hand-over to Loyalty Marketing team for subsequent optimization and continuous improvements


Who you are


Consumer-Driven. You are passionate about the consumer and understanding new consumer behaviours. You keep the consumer top of mind, bringing an outside-in perspective
Experience-oriented. You are truly curious and keep up to date with how best practice experience design and management can be used to drive both consumer satisfaction and business results
Change agent. You act as a results-driven change leader and leverage your experience and insights to educate, inspire and motivate your colleagues to drive transformation and deliver better consumer experiences and business performance
Data and insights–driven. Leveraging data and different consumer and business insights to identify key opportunity and problem areas comes naturally to you.
Agile. You work with urgency, analyzing and adapting to different situations, quickly understanding changes and reacting confidently and decisively.
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.
Integrity and respect. You maintain high standards of honesty and trustworthiness and consider ethical implications of issues and decisions.
Open. You encourage cross-collaboration, leveraging diversity and encouraging open feedback. You are a team player, able to strongly influence and work in a cross-functional team as well as a matrix organization


Required experience
•Consumer experience management, Consumer journey management, Digital product management experience or equivalent, with a clear responsibility to drive cross-channel consumer experience design, development, launch and management (5+ years)
•Solid experience from digital development of products, services and/or channels, preferably with an emphasis toward existing consumers
•Demonstrated drive and leadership, track record of delivering KPI growth thanks to successful experience and/or product management
•Strong stakeholder management experience, and ability to work cross-functionally to achieve consumer and business objectives
•Academic degree in Marketing/Business/IT or diploma and equivalent experience
•Fluent in English, any other language is a plus


Please apply in English.