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Digital Post-Purchase Experience Expert

Requisition ID: 45723 

Whirlpool Corporation (NYSE: WHR) is committed to being the best global kitchen and laundry company, in constant pursuit of improving life at home. In an increasingly digital world, the company is driving purposeful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, Maytag, Consul, Brastemp, Amana, Bauknecht, JennAir, Indesit and Yummly. In 2020, the company reported approximately $19 billion in annual sales, 78,000 employees and 57 manufacturing and technology research centers. 

Whirlpool Corporation is consistently recognized by FORTUNE as one of the World’s Most Admired Companies. Our values are the driving force behind everything we do. Integrity, Respect, Inclusion & Diversity, One Whirlpool, and Spirit of Winning propel our teams to excellence. Get to know us and see what it's like to be part of a company that is in constant pursuit of improving life at home.

We are looking for a digital talent with a problem solving and customer-oriented mindset to join our European organization in Belgium as

Digital Post-Purchase Experience Expert (Europe)

Part of Whirlpool Corporation, KitchenAid Europe Inc. is selling throughout Europe, Middle East and Africa a range of premium Small Domestic Appliances (SDA), starting with the iconic Stand Mixer, well known by all pastry lovers. Throughout its long history, KitchenAid has remained true to its roots as the brand for those who are passionate about cooking and, with each new development, continues to deliver a mix of sophisticated professional technique and iconic design.

ROLE DESCRIPTION
As part of the Digital Content team, but at the cross-road of E-commerce, Logistics, Quality and CRM strategy, the Digital post-purchase experience Expert will be responsible for implementing a best-in-class post-purchase customer experience on the 23 KitchenAid country websites in EMEA. This new role in the Digital team will cover the following main aspects :

  • eCommerce: review the current post-purchase experience to make it flawless, from purchase emails to return flow. Be the link between e-commerce team and Kitchenaid external call-center agents on all e-com post-purchase matters.
  • Repair hub : work with KitchenAid Quality team to implement the Repair Hub project on KitchenAid website (capability to book online product repairs)
  • Content : be responsible for the improvement and maintenance of the entire “Customer Care” part on KitchenAid website, including the newly launched FAQ section
  • Loyalty : collaborate with CRM manager and KitchenAid Community Expert to plan and implement a loyalty/referral program for online purchasers
  • Measure : put in place a customer satisfaction tracker to track the focus areas of improvements and measure progress
  • Outlet : work on a specific new project to sell second choice products online
  • The main KPI for this role will be customer satisfaction (measured through regular surveys) and decrease in contact volume to our call center (calls and e-mail), with the objective of digitalizing as much as possible end customer touchpoints.

    REQUIREMENTS:

  • Bachelor Degree in Business management, Digital and/or Communications; other education fitting the role will be considered as well
  • Fluent in English, any other European language is an asset
  • Minimum 2 years Digital experience is a plus
  • Excellent project management and analytical skills
  • Consumer-oriented mindset
  • Strong sense of responsibility and autonomy
  • Problem solver
  • Strong communication skills
  • Stress resistant
  • Cross functional team player
  • Type of Contract: Permanent

    Location: Strombeek-Bever, Belgium

    We’re looking forward to meeting you!

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    Digital Post-Purchase Experience Expert

    Whirlpool Corporation, Grimbergen
    Contract type: 
    Permanent
    Degree level: 
    Bachelor