Responsable Service Client – Foodservice France

Customer Care Manager Foodservice

The Customer Care Manager Food is responsible for guaranteeing a first-class service experience to Electrolux Professional’s Customers and Partners and for developing Customer Care Sales with an omnichannel approach.

What You’ll Be Doing

Strategy & Organization

• Develop, execute and maintain a 5‑year strategic plan for the Customer Care function
• Manage and develop the Customer Care organization in cooperation with the Head of Foodservice France to ensure its fit to the market and strategic plan goals

Team & Capability Development

• Manage and develop the ITR Team on the French territory and the technical support specialists in the St. Denis office, organizing technical skills and competence trainings in cooperation with the BA Customer Care department and providing coaching to support the team’s continuous improvement

Service Network & Customer Experience

• Manage and develop the Service Partners network to ensure end‑customer satisfaction and fidelization, monitoring performance KPIs (e.g., First‑time‑Fix, Response time, Net Promoter Score) and developing joint development and improvement action plans to provide better and better service performances

Operations & Logistics Performance

• Monitor and assess logistic performances for delivery of spare parts, accessories, consumables and chemicals in cooperation with BA CC Logistics department and develop plans to continuously improve

Quality & Cost Control

• Manage warranty costs for the French subsidiary, guaranteeing correct warranty condition applications and manage possible litigations either through the ITR Team or directly

Business & Financial Management

• Develop, propose and manage the yearly budget for Customer Care sales for the French territory, guaranteeing year‑after‑year profitable growth through specific and identified actions according to the strategic plan
• Manage and support the CC Business Development team, ensuring the deployment of commercial actions to support profitable sales growth of spares, accessories, consumables, chemicals and service contracts

Pricing & Commercial Support

• Manage the CC offer pricing, ensuring periodic reviews and updates to guarantee a complete and competitive offer with the support of the Group CC Pricing manager and tools
• Support the Sales Department with service agreements and contract proposals to ensure a comprehensive and competitive offer to end customers and key accounts

Marketing & Communication

• Develop Customer Care promotion and communication plans in cooperation with the France marketing team, both online and offline, ensuring consistent visibility at all customer touchpoints

What’s Needed For You To Thrive

• Technical background – MBA will be a plus
• At least 5 years experience in technical and commercial development of aftersales organizations – from the Foodservice equipment industry will be a plus
• Strong experience in team management and development
• Resilient and proactive, devoted to continuous improvement
• Curious and willing to test new methods and approaches
• Digitally wise and open to change

What’s In It For You

Trust, ownership, and the opportunity to grow

• Be part of a company grounded in customer focus, sustainability leadership, innovation, and social impact. We aim to meet needs beyond tomorrow
• The possibility to work hybrid and build a flexible work‑life balance
• Be part of an industry shift that makes a difference – in how people live, cook, clean, care, and serve
• Plus: country‑specific perks and benefits designed to support your well‑being