Philips Business Manager - Customer Support in Sydney, Australia
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).
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
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
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.