Manager, Customer Experience

Electrolux•Charlotte, NC

3d•Hybrid

About The Position

Join us to create change and have an impact in homes around the world. At Electrolux, 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. This position will be based in the Charlotte, NC HQ; hybrid work policy model. All About the Role: The Manager, Customer Experience leads a team responsible for delivering a seamless, customer-centric purchase and fulfillment experience for Electrolux B2B customers, partnering closely with Sales, Supply Chain, Finance, IT, and Product to resolve complex issues, improve processes, and drive operational performance. The ideal candidate is a strategic, hands-on leader with strong analytical, problem-solving, and communication skills, capable of influencing cross-functional partners and turning data into actionable insights that enhance customer satisfaction and sales effectiveness.

Requirements

Bachelor’s degree
5+ years of experience in Sales Operations, Customer Experience, or Supply Chain
Experience in manufacturing, consumer durables, or a related industry preferred
Strong analytical skills with advanced Excel proficiency; experience with reporting/BI tools (e.g., Power BI)
Experience working cross-functionally in a complex, matrixed environment (SAP/IBP experience a plus)

Responsibilities

Lead, coach, and develop a team of Customer Experience analysts, driving performance and accountability.
Serve as the primary escalation point for complex customer and order management issues, ensuring timely and effective resolution.
Champion a customer-first approach, acting as the voice of the customer across internal stakeholders.
Drive process improvements across the order-to-cash lifecycle, including standardization, automation, and efficiency gains.
Analyze sales, order, and customer data to identify trends, risks, and opportunities, translating findings into actionable insights.
Oversee order execution from forecast through delivery, ensuring strong OTIF performance and resolving service disruptions.
Lead root cause analysis and corrective actions for fulfillment issues, compliance risks, and customer fines.
Partner cross-functionally with Sales, Supply Chain, Finance, IT, and Product to optimize customer experience and business outcomes.