In this role, you have the opportunity
To work on improving the consumer experience of Philips products across several exciting businesses, including Mother & Child Care (Philips Avent), Beauty and Aging and Caregiving. As a Consumer Care Experience Manager, you will be responsible for driving the activities that lead to a great and improved Consumer Experience. You will be working closely together with Marketing and Development.
You are responsible for
Defining the consumer care experience improvements for products that are in Life Cycle Management stage (i.e., already launched)
Preparing and executing the Consumer Care touch points for launched products to achieve a superior consumer experience
Driving Call Center readiness for product relaunches, including updated training materials, products, bulletins, scripts and more. This is includes training and re-training of the Call Center agents on new products/product changes
Driving web content for product relaunches (video tutorials, Frequently Asked Questions (FAQ’s), content maintenance etc.)
Maintaining and improving FAQ’s based on, for example, success rates and Call Center input
Supporting the tracking and reporting of in-market feedback and post market surveillance
Supporting deep-dives into Rating & Review data
Creating structured reports and translate data into insightful presentations
Conducting root cause analysis and corrective action management for improvements in, for example, web-content, FAQ, Call Center trainings
Contributing to consumer complaint handling: identifying resources needed to provide solutions to consumer issues and ensuring timely execution
Contributing to continuous improvements in the Consumer Care area
Post-launch monitoring including provision of feedback to innovation teams and marketing
You are a part of
Philips Personal Health delivers lifestyle solutions for personal well-being. Our brand promise is Innovation & You. We aim to develop innovations that make a meaningful difference to people’s lives. The sector builds on a deep understanding of people’s needs and aspirations to create innovations that help consumers achieve their lifestyle ambitions.
Innovation Site Eindhoven is part of Innovation & Development (I&D) of Personal Health. It focuses on the development of medical and non-medical lifestyle products in the areas of Mother & Child Care, Skin Care and Aging & Care Giving. The Site is responsible for the development, realization and maintenance of new product propositions. Innovation Site Eindhoven is looking at a very challenging growth task to bring more new ideas, and increasingly digital innovations and services, to the global market. At Innovation Site Eindhoven, improving well-being is our passion. We create awesome consumer experiences through real-life solutions. We are an honest and inspirational team, daring to be different.
A key department in this site is Product Research & Consumer Care. This function represents the Voice of the Consumer in our Innovation & Development activities. It drives the translation of powerful insights into products and services that delight consumers better than competition and live up to Philips’ brand promise of Innovation & You. The influence of the department spans from Insight generation / concept development to market launch. The department is the link pin between I&D and the business. You will support the senior Consumer Care Experience Managers and the Consumer Care Knowledge Engineer in preparing consumer feedback reports and innovation projects.
To succeed in this role, you should have the following skills and experience
A strong drive to put the consumer first
Master degree in Communications/Marketing or in Engineering (e.g., Industrial Design Engineering, Mechanical or Electrical) with a strong focus/affinity on user centricity
1-2 years of experience in a relevant field (Innovation & Development/ Customer service/ Communication)
Experience/expertise in defining communication materials to address the consumer needs and questions, such as call center scripts and website content, and to review the effectiveness of the communication tools
A strong technical understanding of consumer products and product propositions
Strong Stakeholder Management skills
Strong presentation and trainer skills
Experience in Customer Service is a bonus
A strong influencer, pro-active and outspoken
Structured, with excellent planning and organizational skills
An excellent communicator and motivator, skilled in managing interpersonal processes and training others
Able to continuously challenge the status quo, with a strong desire to improve the consumer experience across different touch points
Familiar and at ease with using MS Office and IT systems
In return, we offer you ….
We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer comprehensive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.