Consumer Experience Manager

We are looking for a Consumer Experience Manager who will act as the conduit between our consumers in the US, Canada, and Mexico and the organization. This role will oversee our 3rd party Call Center, Service Center Network, Technical Service & Product Quality Assurance, and Spare Parts Fulfillment business areas. The role will work with our Global HQ in Italy to leverage global systems to develop localized solutions for the North American market as well as collaborate with cross-functional teams (such as eCommerce, Marketing, Product Development, Quality, and Supply Chain) to create brand loyalty and a seamless consumer experience. This position reports to the President and is based out of our Upper Saddle River, NJ office.

Who We Are:

For almost 50 years, we have been creating products with unique designs for our consumers that find their way into the homes of millions of people.

Every day around the world, our over 9,000 people give their best, studying innovative solutions and creating products to let our consumers enjoy special experiences and authentic moments.

We believe in shaping the world with our hands.

We are the Everyday Makers

An international Group with worldwide presence

The De’Longhi Group, headquartered in Treviso Italy is one of the world’s leading players in small domestic appliances associated with the world of coffee, kitchen, air conditioning, and home care, present in over 120 markets worldwide. The Group consists of 5 iconic brands: De’Longhi, Kenwood, Braun, Nutribullet, and Ariete. Click here to learn more about the De’Longhi Group.

A local North American headquarters

De’Longhi North America, our North American Regional HQ, consists of the US, Canada, and Mexico markets. We hold an emphasis on teamwork and collaboration, knowing that we can only achieve more, together. Working within North America gives you a unique opportunity to directly drive results locally, impacting the overall growth of the Group. We pride ourselves on a collaborative, inclusive culture of passionate individuals.

Key Responsibilities:

• Set strategic direction for consumer after-sale touch points and drive the Aftersales team to implement best in class solutions
• Manage the outsourced call center partner ensuring service level expectations are met while developing improvements in areas critical to consumer experience and customer satisfaction for US, Canada, and Mexico consumers
• Oversee Technical Service and Product Quality Assurance programs which cover product training, testing, safety compliance and quality assurance
• Oversee the Spare Parts Coordinator responsible for the parts fulfillment and logistics operations supporting a network of 50 service centers across US and Canada, and LATAM countries
• Manage the relationship with the US De’Longhi repair center hub, a network of 50 independent repair centers across the US and Canada, and a US service hub for Nespresso
• Oversee corporate-level, social media, reviews, and consumer agency escalations for De’Longhi and Braun Household in the US and Canada
• Manage the relationship with the D2C parts fulfillment partner for in and out-of-warranty consumers in the US and Canada
• Collaborate with cross-functional departments to identify opportunities to enhance the consumer experience, keeping up to date on industry trends, new tools, and competitive insights
• Gather and analyze the voice of customer insights and share recommendations with internal stakeholders
• Manage consumer warranty processes for all brands and categories for the US and Canada
• Partner with the Mexico subsidiary to support consumer warranty and customer care efforts, extending North America best practices and streamlining processes
• Manage consumer facing content related to post purchase and self-service support

Requirements:

• Degree in Business, Information Systems, or Technical focus
• Minimum of 5 years of leadership experience in customer care managing an outsourced BPO, experience managing an in-house call center a plus
• Strong knowledge of call center technology including but not limited to CRM, IVR, Social Media, Reviews, Chat, Knowledge Base, Agent Assist, etc.
• Experience managing service centers partners and spare parts distribution
• A customer-centric mindset, always looking to deliver the best outcomes for consumers and delivering on brand promise
• Experience working with an organization providing premium goods and services
• Demonstrated leadership capabilities and experience managing direct reports of different levels
• Demonstrated experience in process improvement and implementing best practices
• Possess strong organizational, project management, and problem-solving skills leveraging data to make decisions
• Ability to cultivate strong relationships cross-functionality and cross-culturally
• Forecasting and demand planning
• Contracts negotiations
• SAP knowledge helpful
• Self-motivated with the ability to work autonomously in a fast-paced environment managing multiple priorities
• Ability to travel approximately 25% (domestic and international)

What We Offer

Benefits:

• Flexible work structure with 2 days remote per week, and year-round early close Fridays
• Robust & inexpensive health coverage for you and your family through medical, dental and vision plans
• Financial protection through life, accidental death & dismemberment, and long-term disability insurance
• A company matching 401(k) plan
• Tax advantages through flexible spending accounts for both health-care and dependent care expenses
• Generous paid time off including vacation, personal, sick, company holidays, and bereavement days so you can take the time you need

Learning & Development:

• All employees are provided with LinkedIn Learning licenses and unlimited access to LinkedIn Learning’s courses
• Global hub of learning & development resources including global webinars covering a variety of technical and soft skills

De’Longhi Cares:

Organized annual volunteer day, donation opportunities throughout the year with local non-profit organizations

Our Core Values

Ambition, Courage, Passion, Competence, Teamwork, Heritage, Respect

De'Longhi America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

If you need a reasonable accommodation because of a disability for any part of the employment process please contact [email protected].