Your Role

At Electrolux, we are passionate about improving everyday life for millions of people and the planet. It’s embodied in everything we do. We believe that great tasting food brings people together. That our favorite clothes bring out the best in us. And that healthy homes are places we thrive in.

As Ownership Solutions Manager, you will lead the Electrolux Service businesses, developing and embedding a robust and innovative strategy & plan to deliver a simply outstanding, effortless consumer experience – enabling the ‘Perfect visit’. You will create & execute a framework and supporting programs which meet Key Performance Indicators (KPIs); Net Promoter Score (NPS), First-visit resolution (FVR) and Repair Cycle Time (RCT) and within budgeted operational costs.

The mission of the Ownership Solutions head is also to set the requirements for the ownership journey, from the onboarding to repair and service, in order to create a best in class branded ownership experience for consumers and to drive sales of accessories, consumables and services.

A Typical Day

You will develop and execute a robust operational plan for the Service repair business, which aligns and supports the delivery of the Ownership Solutions business plan, working closely with key internal stakeholders, Customer Contact Centre, Service Engineering and Sales teams.

You will lead and guide Service Managers nationally to deliver high quality technical services to consumers.

You will be responsible for:

• Creation of a Service Operations plan which ensures.

o current & future attraction, development, performance and retention of service technicians and organisations,
o alignment with key internal stakeholders’ needs & capabilities, to enable delivery of the ‘perfect call & visit’
o an efficient service operating model; processes and related IT systems, with a focus on continuous improvement
o development and implementation of contracts for Authorize Service Centres

• Ensure the team’s execution of the operational plan to deliver key KPIs within budgeted cost-to-serve (including labour and spare parts costs) for both in warranty and paid service,
• OS Net Sales/Growth
• % OS of the Total Net Sales development
• Contribution to Fixed and EBIT
• Engaging with key stakeholders, building solid & value adding relationships which enable achievement of the operational plan & related objectives,
• Provide ongoing coaching & training support to ensure optimal performance of leaders & their teams,
• Ongoing monitoring & communication of performance results against set objectives and programs within the context of the overall operational plan,
• Provision of input into service methods, key consumer strategies and arrangements by recommending operational practices nation-wide.
• To assist and drive the effort to increase the premiumization of products through excellent service of the department and client returns, thus driving Net Sales Growth and profit optimization.
• Ensure the sustainability of a safe work environment for all employees and compliance with legislative and company standards
• To drive sales and profit of Electrolux Aftermarket products and services.
• Market & competitors’ analysis to identify and prioritize opportunity areas for the expansion and development of OS offerings.
• Responsible to deliver an outstanding and prompt after sales service by following an exceptional client centric approach to the full customer base of Electrolux South Africa.
• Provides business and people leadership to managers, supervisors and/or professional staff within a specialized or multi discipline team within ownership & service departments
• Develops business short and mid-term plans for financial and operational objectives under own responsibility
• Optimizes resources to ensure that strategic departmental objectives are met
• Manages and coordinates the contact center operations, develops and implements indicators in order to assure excellence in consumer/Customer service
• Manage & motivate all departmental employees through contact, growth and development of call center managers and staff, service crews and appointed service agents to achieve set goals of turnaround time.
• To monitor and compile relevant national and regional statistics regarding frequency and rate of service calls.
• Analyze causes of failure and trends within the OS division on products where required and provide feedback to the QA department to enable corrective action and ongoing improvement.
• Sourcing of new products in line with market needs and developing new markets, working in conjunction with Major Appliances Sales and Marketing on products where required
• Ensure quality of products, purchase forecasting & product budget.
• Ensure market growth; achieve sales targets on units, sales value, and GPs on all products.
• Setting of rebates by groups and clients through the interaction with required departments such as Finance and sales
• Ensure targeted turnaround times and customer service levels are consistently achieved.
• Ensure that stock control systems are in place and stock is effectively managed.
• Determine the budget and control expenses of service departments nationally.
• Monitor and compile statistics of frequency and rate of service calls both nationally and regionally highlighting trends and raising matters of concern to senior management.
• You will be required to complete any and all other duties as fall within your scope of experience, not listed above, as instructed from time to time.
• Responsible to drive the Electrolux Culture and Values within the department and employees