Job Description

Share your ideas. Shape a better world.

At Electrolux Group, our vision is to be the home appliance industry leader in consumer satisfaction by delivering outstanding lifetime experiences with solutions that always get better. We share ideas and collaborate so that together, we can develop solutions that deliver more 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:

We are looking for a Vendor Manager to help shape and improve digital customer service across EMEA.

In this role, you will work closely with our outsourced service providers, local markets and central teams to create a more consistent and seamless customer experience. You will connect our regional contact center strategy with local market needs, ensuring that we work towards a shared operating model while supporting the specific needs of each market.

As we continue to transform our customer service operations, you will help develop our digital channels, strengthen vendor performance and identify new ways to improve the customer journey. You will also contribute to the development of digital solutions, automation and AI to make customer service simpler, more efficient and accessible to our customers.

What you’ll do:

• Manage digital service delivery: Work with our outsourced partners to ensure high-quality delivery across chat, messaging and social channels.
• Drive a common way of working: Support the development and implementation of shared processes, guidelines and operating standards across EMEA, while considering local market needs.
• Support local markets: Work closely with local teams to understand their challenges, align ways of working and ensure that central initiatives are implemented effectively.
• Develop digital customer service: Identify opportunities to improve customer journeys, simplify processes and make digital interactions more effective.
• Work with contact center technology: Support the effective use of Genesys Cloud CX, including routing, queues and digital customer flows.
• Improve vendor performance: Follow up on performance against agreed KPIs, lead regular reviews and work with partners to address challenges and drive improvements.
• Support automation and digital development: Identify opportunities to use chatbots, automation and AI to improve the customer experience and operational efficiency.
• Drive continuous improvement: Use customer feedback, performance data and operational insights to identify opportunities to improve service quality, efficiency and commercial results.
• Support commercial objectives: Ensure consistent execution of relevant sales and service activities across digital channels.

Who you are

You have a good understanding of customer service and contact center operations, and you are interested in how digital channels and technology can improve the customer experience.

You are comfortable working with external partners and internal stakeholders across different markets. You can see both the bigger picture and the operational details, and you know how to bring people together around common goals and ways of working.

You are analytical, organised and proactive, with a practical approach to problem-solving. You enjoy identifying opportunities for improvement and following through to ensure that changes deliver results.

Who you are

You have 4–5 years of experience in contact center operations, customer service, vendor management or a similar field.

Experience working with outsourced service providers, ideally in a multi-country environment.

Understanding of digital customer service channels, such as chat, messaging and social media.

Experience with contact centre platforms, ideally Genesys Cloud CX or a similar solution.

An understanding of customer journeys and how operational processes influence the customer experience.

Experience working with performance KPIs, reporting and continuous improvement.

An interest in digital development, automation and AI in customer service.

Strong communication and stakeholder management skills, with the ability to work across central teams, local markets and external partners.

A structured and collaborative approach, with the ability to balance standardisation with local requirements.

Fluency in English; additional languages are an advantage.

Where you’ll be:

This is a position based at our Global Headquarters in Stockholm (Sweden).

We are proud of our culture of inclusivity and diversity. At our Global Headquarters we have 60+ nationalities working together for our common goals.

We work in a hybrid setup that gives everyone up to 20% flexibility to work remotely, while boosting creativity and collaboration through regular office presence.

We look forward to receiving your application!

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