eService Upsell Manager

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Join Lenovo’s Solutions and Services Group (SSG) and help shape the future of AI-powered digital customer experiences. In this role, you’ll combine AI, e-commerce and digital service channels to create smarter customer interactions and unlock new commercial opportunities. Working closely with Sales, IT and cross-functional teams, you’ll turn customer needs into practical digital solutions and report to the Director of Customer Delight.

What You Will Do:

• Lead the development and implementation of AI-enabled capabilities for eSupport, including Agentic AI scenarios designed to improve digital customer interactions.
• Develop AI solutions that support sales opportunities across digital service channels and integrate with relevant business processes.
• Own sales initiatives across website and other e-channels, identifying opportunities to drive post-sales services such as warranty extensions, billable repairs and related service offerings.
• Analyze customer behavior, service performance and digital-channel data to identify opportunities to improve traffic, conversion, customer retention and service experience.
• Design and implement e-commerce campaigns and promotional approaches, working with sales stakeholders across geographic markets and headquarters teams.
• Collaborate with IT, sales and related teams to translate business needs into AI-enabled customer solutions and continuously optimize their performance.
• Monitor AI and e-commerce developments, customer trends and competitor practices to identify relevant opportunities for innovation.

What You Will Bring:

• Practical experience developing or implementing AI solutions that support sales or commercial outcomes, beyond the use of standalone generative AI tools.
• Experience in e-commerce, digital commerce or a closely related commercial digital environment.
• Understanding of online customer journeys, digital sales funnels, conversion optimization or campaign management.
• Experience working with digital customer service or e-channels is an advantage; the Hiring Manager identified this as the third priority after AI and e-commerce experience.
• Ability to convert customer and business needs into practical AI-enabled solutions and work effectively with sales, IT and cross-functional stakeholders.
• Analytical approach to customer behavior, service performance and commercial opportunities.
• Fluent English

• Opportunities for career development & growth 
• Performance based rewards  
• Hybrid working model (homeoffice/office) 
• Up to 3 paid Personal Days annually 
• Additional vacation days 
• 100% sick leave compensation up to 2 months per year 
• A broad selection of soft / hard skills trainings and individual mentoring 
• Employer contribution to the Third Pillar Pension System 
• Life & life events insurance, fully covered by company  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

PAY TRANSPARENCY

The anticipated initial gross base salary range for this position is 32,900–48,180 EUR per year. This range applies to the primary job location Slovakia and is determined using objective, non-discriminatory and gender-neutral criteria, including skills and relevant experience. Final compensation will be based on relevant experience, skills, and business considerations.

Individuals may also be eligible for variable compensation (such as bonus or commission), depending on the role. The applicable variable pay model, eligibility, and target levels will be discussed during the recruitment process.

In addition to base salary and any applicable variable compensation, Lenovo provides statutory remuneration components required by local law, as well as Lenovo's comprehensive benefits package supporting employee well-being, development, and equal opportunities.

For roles open across multiple countries, local base salary ranges may vary based on market conditions, internal frameworks, and legal requirements. The relevant local range will be transparently communicated during the initial discussions.

AI PROCESSING NOTICE

We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.