Head of Peace of Mind ANZ

Consumer Care/Customer Care

Permanent

Job Description

At the Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

About The Role

As a part of the executive leadership team, the Head of Peace of Mind (PoM) is responsible for leading various functions related to aftermarket operations across Australia and New Zealand. You will play a crucial role in ensuring customer satisfaction, optimising service operations, and driving revenue growth through aftermarket activities. Your strategic thinking, leadership skills, and operational expertise will contribute to the overall success of our aftermarket operation.

Key responsibilities include the development & implementation of the ANZ PoM strategy & onboarding programs, application of the associated frameworks and requirements, driving an aftermarket sales mindset, defining service levels & guidelines, ownership & sharing of NPS metrics, collaboration and participation in relevant Regional & Global projects.

What You’ll Do

You will oversee a team of senior leaders to continuously improve the efficiency and profitability of the business, driving cross functional synergies across ANZ. Leading, coaching and developing your direct reports will be essential to ensure high performance and positive teamship. This will involve promotion and maintenance of a workplace culture of integrity, diversity and collaboration that celebrates success and encourages innovation.

You will identify opportunities and strategies for business growth across the functions below:

• Commercial (C&A, Spares and Services):

Drives innovative strategy, tapping into potential growth markets across diverse channels, being retail, distributors & e-commerce. Enabling the achievement of financial (revenue & profit) and distribution targets in Spare Parts, Accessories & Consumables and our Services businesses.

• Field Operations:

Delivers outstanding technical services to consumers enabling the ‘Perfect Visit’ which meet Key Performance Indicators (KPIs); Net Promoter Score (NPS), First-visit resolution (FVR) and Repair Cycle Time (RCT).

• Service Engineering:

Responsible for reviewing warranty costs and technical performance. Determining service strategies by SKU to assist with forecasting (before and during each product’s life cycle), serviceability of appliances, verification of technical documentation for new and existing products in the market, reporting and implementation of improvements to field service offering for the technical / service professional workforce (Metropolitan Service Agents, internally & externally, Authorised Service Centres, National Contact Centre and Service Leaders), while focusing on reducing the cost of warranty.

• National Customer Contact Centre:

Responsible for delivering outstanding consumer experiences that are effortless and delightful to ensure the ‘Perfect Contact’ to support customer enquiries, provide technical support, process orders, and assist with various post-sales services.

Who You Are

• Ideally, you will have substantial Aftermarket Sales Management / Aftermarket operations experience, within a large global matrix environment.

• You are a collaborative, results driven individual who is able to demonstrate proven success in leading and mentoring senior leaders to achieve business growth outcomes

• Prior experience leading a function through business transformation and change management is highly desired

• Hold tertiary qualifications in Business, Marketing or similar

Key Competences

• Strategic thinker - You can join the dots to take us from where we are to where we want to be, mapping the clear routes and strategies essential to achieving our goals.

• Communicative - Whether face-to-face, on the phone or in writing, you can communicate plans and articulate your ideas with colleagues and customers at all levels.

• Leader - You have a vision and a purpose, and you can inspire and influence others to not only share it but apply their abilities to achieving it.

• Influential - You know your stuff and can articulate it well; building a case that is sound and people can buy into.

• Collaborative – You build networks and trust, good working relationships and apply your influence to shaping change.

• Organised Project Manager - You set the pace and the priorities, and then you bring a methodical approach to meeting your goals.

Why work for Electrolux?

• Proud to be the only white goods manufacturer with a manufacturing of cooking appliances in Australia.

• Enjoy our Flexible + Hybrid Working environment

• CARE Day (additional leave)

• Annual flu shots onsite + wellbeing sessions & webinars

• Diversity, Equity & Inclusion Committee

• Living our Sustainability Commitment

• Family and Friends Sales

• Onsite Parking or 8 minute walk to Mascot Train Station

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you!

Find out more on www.electroluxgroup.com