Philips Business Manager - Customer Support in Sydney, Australia


Your Challenge

Responsible for the realization of the ANZ business objectives for Customer Services and driving the downstream business execution.

The Business Manager Customer Services ensures the creation and execution of the ANZ Customer Support Annual Operating and Marketing plan aligned with key stakeholders within the commercial organization (Region Business Managers IS, US and PCMS and the APAC CS Management).

The Business Support Manager Customer Services works with all Commercial Business Managers to ensure the full integration of the services business into solution selling and supports the District Managers & Account Managers in planning and execution on sales opportunities (CS funnel management).

Your Responsibilities

Business Management

  • Develop and execute the strategic marketing/business plans with both a one year and three year outlook, identifying growth opportunities, resourcing appropriately and delivering AOP for OIT, Sales, IGM and contract penetration goals

  • Support sustainable business with combination of organic growth and identification of new market opportunities

  • Create the ANZ CS value proposition ensuring communication in awareness and sales phases by the sales teams for equipment and service

  • Leadership and execution of PCMS overdrive initiative

  • Quarterly and monthly forecasting

Sales Management

  • Responsible for local pricing strategy and mix management to deliver iGM targets

  • Responsible for sales tooling – updating and training of such

  • Monitor the market to determine pricing strategy, pricing escalation management and approvals

  • Profitability assessment of parts and contracts

  • Segmentation of customers and development of solutions to address each

  • Business reviews with each district (CSSS/DM) and region

Life Cycle Management

  • New Product/Solution Introduction

  • Ownership of IB and management of team

  • Communication of EOL status to commercial

  • Support of IB initiatives in terms of data provision

  • Development and deployment of maximizer and lifecycle funds

  • Development and deployment of appropriate lifecycle solutions and channel management for ANZ

Customer Experience

  • Liaison for CS and member of cross functional steering committee

  • Development of CS specific activities

  • Engagement and drive of methodology in districts

Key Account Management

  • Ownership of corporate negotiation for CS and quarterly reviews of top 3 accounts with KAM

  • Liaison and coaching of KAM/CSSS with tier 2 corporate accounts


  • Create an organisational structure and allocate resources in order to support the execution of plans and longer term strategic direction

  • Create a team vision and winning team culture across the CS organization that permeates as we collaborate and work across other teams and business units.

We Are Looking For:

  • Relevant business qualification eg. MBA

  • 10+ years experience in a Healthcare business leadership role - Marketing and / or Business Management

  • Extensive P&L management experience

  • Previous experience in a solutions selling environment - highly advantageous

  • Experienced people leader

  • Strong engagement and communication skills internally and externally with customers.

  • Strong understanding of the customer support delivery and services sales functions

  • Fluent in English, verbal and written.