Service Portfolio Optimization Specialist

3 weeks ago

Stockholm, Stockholm, Sweden Electrolux AB Full time
About the Role

We are seeking a highly skilled Service Portfolio Optimization Specialist to join our team at Electrolux AB. As a key member of our organization, you will play a crucial role in enhancing customer satisfaction and driving revenue growth through our services portfolio.

Key Responsibilities

Service Portfolio Optimization

  • Enhance Customer Value: Analyze customer feedback and market trends to identify gaps in our service offerings and propose improvements.
  • Strategic Expansion: Collaborate with cross-functional teams to refine and expand our services portfolio, evaluating potential new services and aligning them with our long-term strategic goals.
  • Lifecycle Management: Assess the performance, relevance, and profitability of our services throughout their lifecycle, making informed decisions about sunsetting or bundling offerings.

Pricing and Revenue Management

  • Profit Maximization: Analyze pricing structures, considering factors like competitive landscape, customer willingness to pay, and cost structures, to maximize profitability while ensuring our services remain accessible.
  • Dynamic Pricing Strategies: Recommend pricing adjustments based on demand elasticity, seasonality, and competitive moves, balancing short-term revenue goals with long-term customer loyalty.
  • Upselling and Cross-Selling: Strategically adjust prices and bundle services to encourage customers to explore additional offerings, contributing to revenue growth and a holistic customer experience.

Strategic Planning and Budgeting

  • Financial Alignment: Participate in annual budget processes, advocating for necessary resources to support service initiatives and balancing investment in innovation with cost containment.
  • Cross-Functional Collaboration: Work closely with central and regional teams to align priorities, coordinating marketing campaigns, training efforts, and service launches.
  • Roadmap Development: Develop a clear service rollout roadmap, prioritizing markets, touchpoints, and timing for successful execution.

Market Prioritization and Touchpoint Alignment

  • Data-Driven Insights: Evaluate market opportunities based on installed base data, customer demographics, and growth potential, identifying the most significant upside and allocating resources accordingly.
  • Consistent Messaging: Define touchpoints (e.g., marketing materials, customer support interactions) to ensure consistent messaging and a unified customer experience.
  • Brand Reputation: Uphold service quality across touchpoints, reinforcing our brand's reputation and emphasizing the importance of service quality in a customer-centric culture.

Quality Assurance and Training

  • Empowering Teams: Collaborate with training and development specialists to create high-quality content, empowering service teams with the right tools and knowledge to deliver exceptional experiences.
  • Continuous Improvement: Regularly assess training effectiveness and adjust content as needed, driving service quality and excellence.
  • Culture of Excellence: Foster a culture where every employee understands their role in delivering peace of mind to our customers, emphasizing the importance of service quality and customer satisfaction.

Requirements

  • Bachelor's and/or Master's degree in a relevant field.
  • Minimum of 5 years of professional experience in roles directly related to claims management, preferably within the aftermarket sector.
  • Extensive background in P&L management, demonstrating the ability to analyze financial data, identify cost-saving opportunities, and drive profitability within a services context.
  • Proficiency in project management and business process improvement, with a track record of leading successful change initiatives within large organizations.
  • Excellent commercial acumen, with a results-driven mindset and a focus on delivering high-quality service outcomes.
  • Exceptional collaboration and communication skills, with the ability to work effectively within a matrix environment and build strong relationships with internal and external stakeholders.
  • Previous experience in an international company is preferred, with a demonstrated ability to work collaboratively in multi-functional and multi-cultural teams.
  • Language requirement: fluent in both written and spoken English.

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