Customer Service Manager – Italy

About the role

Electrolux Group is seeking a Customer Service Manager to lead its Italy customer service team. Based in Assago, you will be responsible for executing the Customer Service strategy, driving business impact and creating value across all sales channels.

Key responsibilities

• Act as a strategic partner to Sales, Supply Chain and Finance, influencing performance through effective service prioritisation.
• Lead, coach and develop a multi‑disciplinary team, fostering ownership and accountability.
• Balance service level, cost, availability and customer value, owning the Cost‑to‑Serve metric.
• Manage the order portfolio holistically, defining prioritisation and allocation rules aligned with commercial strategy.
• Serve as the primary escalation point for customers, maintaining strong relationships across phone, email and digital channels.
• Ensure high service performance (OTIF, lead times, customer satisfaction) across all channels.
• Drive innovation in service models and champion the adoption of digital tools and automation.

Required profile

• Proven experience leading customer service or commercial teams in a complex, multi‑channel environment.
• Strong commercial mindset with ability to make data‑driven decisions under constraints.
• Excellent stakeholder management skills, capable of influencing sales, supply chain and finance functions.
• Track record of implementing process optimisation and automation initiatives.

Required skills