Requisition ID: 66433 

ABOUT WHIRLPOOL CORPORATION 
Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. 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 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers.  Additional information about the company can be found at WhirlpoolCorp.com.

The team you will be a part of

Whirlpool Corp is searching for a passionate Journeys and Customer Lifecycle Sr.Manager   to join our Digital Center of Expertise. Whirlpool’s Digital Center of Expertise (DCoE) is designed to learn all that we can about our consumers and provide the best experience with our brands making life easier for our consumers. Thanks to a global team passionate about spreading the best-in-class digital practices around the globe, the DCoE is an integration of subject matter experts , between regions that promote continuous improvement & development, create efficiency and enriching experiences, and develop new innovations that are effective for the business while simultaneously creating a fun environment. By providing our employees with the opportunity to be part of a global team with a clear global career path, and a chance to leverage senior & scarce talent, we are able to inject critical digital capabilities organization-wide, while simultaneously strengthening our relationships with the consumer. DCOE is an accelerator of our Grow Direct Business Strategic imperative in a constant pursuit of improving life at home and winning the digital consumer journey. 

This role in summary

In this role, as a Head of Journeys and Customer Lifecycle you will lead and drive customer journey management, ensuring seamless customer experiences across assigned lifecycle stages such as Registration, Onboarding, Moment of Purchase, Development, Retention, and Loyalty. This strategic role is instrumental in analyzing customer pain points, mapping customer journeys, designing omnichannel solutions, and driving cross-functional collaboration to improve customer satisfaction and achieve business objectives. In this global role, within the DCOE team, you will ensure consistent and seamless customer experiences while balancing the needs of local markets and global strategic objectives.

Your responsibilities will include

Own the complete customer lifecycle experience across the products & services for the assigned part of the lifecycle stage such as Registration, Onboarding, Development, Retention and Loyalty;

Work closely with data analytics, business analysts, brand insights, researchers, regions and product marketing managers to analyze customer needs and challenges/ pain points;

Own performance targets for your journey portfolio and provide insights and actions on the annual business targets;

Lead the project teams to bring the projects to life by mapping the as-is journeys, designing the omnichannel solutions, turning designed solutions into user stories, testing and validating all user stories, monitor and report the results of the projects;

Manage and prioritize a backlog of hypotheses and projects based on their business impact and the impact on the partners, ensuring timely delivery and efficient allocation of resources;

Coordinate complex projects, communicate outcomes and findings to stakeholders fostering collaboration and alignment across teams;

Collaborate with technical support teams to drive innovation based on hypotheses and user stories to improve business impact, reduce time spent or increase customer experience;

Serve as the voice of customer within the organization, advocating for their needs and perspectives.

 

This role is ideal for individuals passionate about leveraging customer data insights, and strategic cross functional coordination to drive success in the D2C eCommerce landscape and COE.

Minimum requirements

5+ years of work experience in Marketing, Digital Marketing or Product Marketing;

3+ years of work experience in Lifecycle Marketing and/or Digital CRM;

Demonstrated expertise in customer journey management, including the Moment of Purchase stage;

Strong analytical skills with a data-driven approach to identifying customer needs and pain points;

Proficiency in data literacy to develop actionable insights and influence decision-making;

Experience with Design Thinking methodology and Experimentation for continuous journey optimization;

Proven ability to lead and coordinate cross-functional teams in a matrixed organization;

Familiarity with CRM tools, journey mapping software, and digital analytics platforms;

Experience with customer insights to understand our customer;

Experience working in a sizable marketing environment, preferably in a multinational;

Data literacy and the ability to use data to build actionable insights;

Experience with Design Thinking Methodology.

Preferred skills and experiences

Strategic mindset with the ability to balance global consistency and local flexibility in journey design;

Exceptional project management skills to handle complex, multi-regional initiatives;

Strong communication and collaboration abilities to work across a diverse set of stakeholders;

Customer-centric approach with a passion for leveraging data and insights to drive exceptional experiences;

Innovative and agile thinker, capable of adapting to a fast-paced Digital eCommerce environment.

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.

At Whirlpool Corporation, we value and celebrate diversity. 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.