Manager, Consumer Care Apodaca,Nuevo León,MEX Consumer/Customer Care (20000005) Posted 6 hours ago

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 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas - 41,000 employees, and 35 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.

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

As the Manager CX & Consumer Journey, you will lead the regional strategy for mapping, analyzing, and optimizing the end-to-end consumer journey across Whirlpool Latam. Designed for an expert coming from retail, consumer goods or dedicated CX environments, this role focuses heavily on deep journey analytics, root-cause diagnostics, and experience architecture. You will transform complex consumer feedback and behavioral data into cross-functional inputs for operational improvements. The ideal candidate blends mastery in Customer Experience (CX) mapping with strong analytical rigor to eliminate friction points, elevate key satisfaction metrics (NPS, CSAT, CES, LTV), and govern high-impact transformational projects across cross-functional and multi-country teams.

Your responsibilities will include

• End-to-End Journey Architecture & Governance: Design, maintain, and continuously refine detailed Consumer Journey Maps across all physical and digital touchpoints (pre-purchase, purchase, delivery/installation, post-sale service, and loyalty), identifying friction points, drop-offs, and moments of truth.
• 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.
• Deep Journey Analytics & Behavioral Diagnostics: Synthesize quantitative metrics (CSAT, NPS, CES, churn rates) and qualitative VoC (Voice of Customer) data to conduct root-cause analysis on journey pain points, identifying key drivers of customer effort and dissatisfaction.
• Cross-Functional Collaboration & Action: Serve as the strategic CX consultant across internal operational teams (Supply Chain, Consumer Care, Field Service), providing data-driven visibility and journey metrics to drive organizational alignment around customer-centric goals.

Minimum requirements

1. Bachelor's degree in Business Administration / Engineering in Administration / Related.
2. English - Business Conversations
3. 3 to 5 years of dedicated experience in CX Management, Consumer Journey Mapping, or Experience Analytics, preferably in Retail, E-commerce, or Consumer Services industries.
4. Analytic thinking on consumer data, consumer journey.
5. Drive - Cross Functional Leadership
6. Conflict resolution and decision-making
7. Teamwork / Client-Whirlpool-Internal Client
8. Consumer Relationship Experience - Customer Centric attitude
9. Ability to lead a remote organization.

Preferred skills and experiences

1. Background in fast-paced Retail, Omnichannel, or Consumer Tech environments across Latin America.
2. Familiarity with CX analytics platforms and journey mapping software (e.g., Qualtrics, Medallia, Miro, Salesforce).
3. Strong financial acumen to quantify the business impact, ROI, and retention value of CX initiatives.
4. Solid understanding of Field Service, Post-Sale Logistics, and Resolution/Complaints Management workflows.

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.