EMEA Digital Customer Service Vendor Lead

Electrolux Group; Stockholms kommun; Hybrid; SEK 900,000 - 1,100,000; Full time

Job summary

Electrolux Group in Stockholm is seeking a Vendor Manager to shape and improve digital customer service across EMEA. You will connect outsourced partners, local markets and central teams to create a consistent customer experience and drive digital solutions, automation and AI for greater efficiency.

You will collaborate across markets, manage vendor performance, and develop shared processes while balancing local needs.

Qualifications

• 4–5 years of experience in contact center operations, customer service, vendor management or a similar field.
• Experience working with outsourced service providers, ideally in a multi-country environment.
• Understanding of digital customer service channels, such as chat, messaging and social media.
• Experience with contact centre platforms, ideally Genesys Cloud CX or a similar solution.
• An understanding of customer journeys and how operational processes influence the customer experience.
• Experience working with performance KPIs, reporting and continuous improvement.
• An interest in digital development, automation and AI in customer service.
• Strong communication and stakeholder management skills, with the ability to work across central teams, local markets and external partners.
• A structured and collaborative approach, with the ability to balance standardisation with local requirements.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Manage digital service delivery: Work with our outsourced partners to ensure high-quality delivery across chat, messaging and social channels.
• Drive a common way of working: Support the development and implementation of shared processes, guidelines and operating standards across EMEA, while considering local market needs.
• Support local markets: Work closely with local teams to understand their challenges, align ways of working and ensure that central initiatives are implemented effectively.
• Develop digital customer service: Identify opportunities to improve customer journeys, simplify processes and make digital interactions more effective.
• Work with contact center technology: Support the effective use of Genesys Cloud CX, including routing, queues and digital customer flows.
• Improve vendor performance: Follow up on performance against agreed KPIs, lead regular reviews and work with partners to address challenges and drive improvements.
• Support automation and digital development: Identify opportunities to use chatbots, automation and AI to improve the customer experience and operational efficiency.
• Drive continuous improvement: Use customer feedback, performance data and operational insights to identify opportunities to improve service quality, efficiency and commercial results.
• Support commercial objectives: Ensure consistent execution of relevant sales and service activities across digital channels.

Skills

Vendor management

Contact center operations

Digital channels

Genesys Cloud CX

Stakeholder management

Analytical

English fluency

Tools

Genesys Cloud CX

Job description

Electrolux Group in Stockholm is seeking a Vendor Manager to shape and improve digital customer service across EMEA. You will connect outsourced partners, local markets and central teams to create a consistent customer experience and drive digital solutions, automation and AI for greater efficiency.

You will collaborate across markets, manage vendor performance, and develop shared processes while balancing local needs.