Manager, Consumer Care

Requisition ID:
69839

About Whirlpool Corporation
Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including
Whirlpool
,
KitchenAid
,
JennAir, Maytag
,
Amana,
Brastemp
,
Consul
, and
InSinkErator
. In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at

The team you will be a part of
The Consumer Care team provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer enquiries and complaints fairly and effectively. Provides product and service information to customers and identifies up selling opportunities to maintain and increase income streams from customer relationships.

This Role In Summary
Responsible for executing the consumer experience strategy for Whirlpool Latam. This role requires experience in consumer relationship management, as well as the ability to analyze information to provide deep consumer insights and understanding. The ideal candidate must have proven administrative skills and the drive to coordinate transformational projects with multi-functional and multi-country teams.
Your Responsibilities Will Include
Regional Customer Behavior Analysis:
Lead the analysis of customer behavior and trends across the entire region, identifying key differences and pain points at each stage of the customer journey.
Strategic Project Definition & Project roadmap management:
Identify, champion, and prioritize strategic projects and initiatives required to enhance the customer experience and improve key metrics such as satisfaction and retention.
Cross-Functional Collaboration & Action:
Provide data-driven insights and clear visibility to various departments (e.g., Sales, Marketing, Operations) to enable them to execute actions that improve the customer journey and increase customer lifetime value.
Customer Journey:
Maintain detailed the actual customer journey map to visualize the end-to-end experience and pinpoint opportunities for improvement.
Minimum Requirements

• Bachelor's degree in Business Administration / Engineering in Administration / Related.
• English - Business Conversations
• 3 to 5 years of experience in the position or related
• Analytic thinking
• Drive
• Conflict resolution and decision-making
• Teamwork / Client-Whirlpool-Internal Client
• Consumer Relationship Experience - Customer Centric attitude
• Ability to lead a remote organization.
• Project Management
• MS Office proficient Excel
• Google Drive, Sheets, Slides, Docs, Smart Sheets , and Sites

Preferred Skills And Experiences

• Financial acumen
• Service Network Operations Understanding.
• Ability to lead large teams.
• Resolution, Queries & Complaints Management.
• Negotiation skills
• Experience on Consumer Journey
• Communication skills

Connect with us and learn more about Whirlpool Corporation

See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.