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VP Consumer Services & Ecosystem — Latin America

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Consumer Care/Customer Care

Job Description

Apply by 10/07/2026

Take our story into homes around the world.

Curitiba-PR

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!

All about the role:

Our ambition here at the Electrolux Group is to lead the enhancement of the Consumer Journey. In order to keep a more direct and significant relationship with them, we created the Consumer Direct Interaction sector, with an organized structure that is completely consumer-centered, reuniting under one perspective thelo main functions that are part of this journey. Within the area, our Consumer Care teams work dynamically to offer the best aftersales services to our consumers, delivering outstanding experiences in order to make them loyal ambassadors to our brands.

What you’ll do:

As a VP Consumer Services & Ecosystem (CS&E) – Latin America, you’ll be responsible for leading the end-to-end service and aftermarket business, transforming service capabilities into a strategic growth platform, and driving consumer lifetime value across the region. In collaboration with the global CS&E leadership, this role owns the strategic and operational development required to make Electrolux the trusted companion to consumers across Latin America, delivering an outstanding and effortless consumer experience, monetizing the lifetime value of the consumer relationship, ensuring operational excellence and ecosystem monetization, and achieving profitable growth ambitions.

In detail, you will:

  • Lead the development of Electrolux's consumer ecosystem strategy in Latin America, connecting products, services, digital experiences and external partnerships to maximize consumer lifetime value and create sustainable growth opportunities.

  • Own full P&L accountability for Consumer Services & Ecosystem, including accessories, consumables, spare parts, and service offerings;

  • Portfolio expansion and new service-based revenue streams.

  • Scale installed base monetization across extended warranty, out-of-warranty, and preventive maintenance solutions;

  • Define and evolve the service and repair experience as part of the overall consumer experience strategy; develop new business models and ecosystem partnerships to expand value creation beyond core services.

  • Own customer experience (CX) strategy to enhance brand perception and drive lifetime value creation; customer experience strategy: ownership of brand value and lifetime value creation across the region;

  • Lead the service provider network across Latin America, ensuring performance, coverage, and excellence; service provider network management for the whole of Latin America;

  • Oversee and strengthen service engineering, warranty management and spare parts demand planning via S&OP across Latin America countries (Brazil, Argentina, Chile, the Andean region and NoLA).

  • Contact Center management for D2C and Consumer Care across Latin America;

  • Drive digital transformation of service operations, including CRM, data platforms, and in-app service experiences; lead prioritization, implementation and transformation of processes for significant IT infrastructure investment programs;

  • Lead a large, cross-functional organization with direct reports and an extended service ecosystem (internal teams, BPOs, and partners); build and sustain a high-performance, consumer-driven culture; ensure strong governance, execution discipline, and cross-functional collaboration (IT, Marketing, Commercial).

As part of the culture of continuous improvement, you will be involved in Lean Thinking projects and activities (EAI – Electrolux Always Improve).

Who you are:

  • Bachelor’s degree in Business Administration, Engineering, Economics, or related fields (MBA is a strong plus)

  • Solid experience (minimum 10 years) in commercial, marketing, product development and/or aftermarket services – spanning more than one function.

  • P&L management experience is essential, ideally at the scale of a regional, multi-country operation.

  • Demonstrated ownership of, or direct exposure to, Customer Experience strategy at a brand or company-wide level.

  • Advanced leadership skills as both a business and people leader

  • Fluent English

Where you’ll be:

You will be based at the Curitiba administrative office. Located in Prado Velho, it is a Electrolux Group location designed from the start to allow for more efficient, connected and flexible collaboration between Electrolux’s support teams.

In order to create a culture of inclusion and care for everyone's wellbeing, we offer the following benefits:

  • Flexible work hours/hybrid work environment;

  • Profit share bonus;

  • Extended parental leave (6 months for primary caregiver and 4 weeks for secondary caregiver);

  • Insurance policy plan;

  • Discounts on our award-winning Electrolux products and services;

  • Extensive learning opportunities and flexible career path.

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.

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