Philips Customer Services Business Support Manager in Monza, Italy

Key Areas of Responsibilities

  • Responsible for deploying within the market the Customer Services (CS) pricing framework whilst working with market Business Managers (BMMs). This includes discount and control mechanism to ensure compliance with CS price realization strategic objectives.

  • Responsible for coordinating and deployment of CS and Business Unit (BU) related programs working with market and district teams, providing tooling and guidance and steer based on facts and figures.

  • Drive CS business reviews with districts in full alignment with market BMMs, whilst reporting on a regular basis and define and execute corrective actions where necessary.

  • Analyze the CS business whilst working with market BMMs (and Marketing Intelligence on market, customer and competition) as input for CS pricing and CS portfolio positioning

  • Identify, share and leverage best practices across the Region (in close cooperation with the Region Business Managers)

  • Define and Ensure execution of the CS marketing plan aligned and in close cooperation with market BMMs, driving realization of the market CS business objectives

  • Drive knowledge transfer of services sales process & tooling to market Business Managers (BMMs) and District Managers (DM)

  • Drive as much as possible alignment between DI, IGT, US, PCMS and HI in respect to Services from process, tooling and programs perspective

  • Responsible for CS price escalation management and discount authorization within framework working with market business managers and the marketmanager

  • Proactively Design and aggressively Execute Multivendor Services (MVS) business plan to both protect existing CS installed base whilst gaining services business market share on competitors

In this role you will

  • Be Responsible for the realization of the Market business objectives of Customer Services, driving the downstream business execution.

  • Ensure the creation and execution of the Market Services AOP and Marketing plan aligned with key stakeholders within the commercial organization (Market Business Marketing Managers of DI, IGT, US, PCMS, HI and the CS Delivery Organization).

  • work with Market business managers to ensure CS orders pipeline creation, the full integration of the services business into equipment sales and supports the District Manager & Account Managers in planning and executing on sales opportunities (CS funnel management).

You will responsible for

  • Deploying within the Market the Customer Services (CS) pricing framework whilst working with Market Business Managers (BMMs). This includes discount and control mechanism to ensure compliance with CS price realization strategic objectives.

  • Coordinating and deploying CS and Business Unit (BU) related programs working with Market and District teams, providing tooling and guidance and steer based on facts and figures.

  • Driving CS business reviews with Districts in full alignment with Market BMMs, whilst reporting on a regular basis (upstream to Market Leadership Team, to Global BSM, and downstream to District Manager), and define and execute corrective actions where necessary.

  • Analyzing the CS business whilst working with Market BMMs (and Market Marketing Intelligence on market, customer and competition) as input for CS pricing and CS portfolio positioning

  • Identifying, sharing and leveraging best practices across the Market (in close cooperation with the Market Business Managers)

  • Defining and Ensuring execution of the CS marketing plan aligned and in close cooperation with Market BMMs, driving realization of the Market CS business objectives

  • Driving knowledge transfer of services sales process & tooling to Market Business Managers (BMMs) and District Managers (DM)

  • Driving as much as possible alignment between DI, IGT, US, PCMS and HI in respect to Services from process, tooling and programs perspective

  • Be responsible for CS price escalation management and discount authorization within framework working with Market business managers and the Market manager

  • Proactively Designing and aggressively Executing Multivendor Services (MVS) business plan to both protect existing CS installed base whilst gaining services business market share on competitors

To succeed in this role you should have

  • Degree level education or equivalent

  • Consolidated Experience in Customer Services business and Comprehensive understanding of Customer Services different business models (services, products and business processes)

  • Solid Experience with working in a cross functional team within an international matrix organization

  • Sound Knowledge of complex market / channel structures

  • Fluent in English, verbal and written in addition to local language

  • Strong business result orientation, ability to consistently meet and exceed goals. Capable of making commitments, setting priorities and driving execution of corrective actions

  • Change Management skills and experience, able to drive direct reports and extended teams with leadership

  • Effective communication and interpersonal skills with the ability to interact effectively with others, building bridges in cross functional teams and within an international matrix organization

  • Strong analytical / problems solving skills