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Philips Consumer Care Manager DACH (w/m/d) in Hamburg, Germany

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In this role you have the opportunity to

improve the consumer experience along the consumer decision journey and drive engagement with our consumers as the leader of our DACH Consumer Care team.

Embedded within the local Marketing function, you will drive consumer centricity within the whole DACH organization.

You are responsible for

  • Together with your team, you will ensure consumer centricity and a close consumer feedback loop in order to enrich the consumer engagement and activation of Philips in DACH. You will drive the improvement and harmonization of the consumer experience, closely looking at all the touchpoints (e.g. in social media, call and repair centers, digital point of sales with ratings & reviews) along the consumer decision journey across the whole Personal Health portfolio.

  • In close collaboration with the Direct to Consumer community, you will design the consumer care vision 2020 and beyond, defining the North Star for consumer interaction in DACH for the coming years. You will lead the implementation of the D2C strategy in the field of consumer care in DACH.

  • Together with the CRM manager DACH, you will build the consumer relationship plan for the DACH market, ensuring to drive consumer acquisition and engagement with the Philips brand.

  • In this role, you will also chair the cross-functional consumer first team in DACH with the objective to put our consumers’ perspective into the center of everything we do.

  • You will be the interface towards the quality teams of the BGs and the central B2C consumer care function. In your role, you will hold responsibility for the local safety and incident management process.

  • Together with your team, you will drive the voice of the consumer process in DACH via close analysis of consumer feedback (e.g. ratings & reviews, call center data, social listening, CRM and product quality data) and subsequent planning and execution of countermeasures in close collaboration with marketing and sales teams.

  • You will conduct customer visits to jointly work on further improving the Philips service towards the key customer requirements.

  • With your strong ability to look at processes end to end, you will lead process improvement initiatives to comply with the requirements to maintain a sustainable and successful consumer care interaction. You will work on continuous improvement of our consumer care processes with the aim to achieve breakthroughs in net promotor score as well as cost-of-non-quality reduction.

  • You will support and manage projects, which revisit all repair, exchange and refurbishment activities for the DACH market.

  • With your strong bias for action, you will further drive the DACH refurbishment project and develop a sustainable business model, contributing to our Philips sustainability agenda.

  • You will bring the contact center vendor to its performance level to drive consumer experience for DACH consumers and retail partners.

  • With your supportive leadership style you will develop and coach the consumer care team (focus on analytical skills, consumer insights and project management).

We are looking for

you as a leader of the DACH Consumer Care team, who is the custodian of our consumers. You will drive the integration of the direct-to-consumer and digital capabilities within the consumer care function. With your strong team spirit and bias for action, you will further foster the consumer 1st mindset within the DACH organization.

To succeed in this role, you should have the following skills and experience

  • 5-10 years of experience in various marketing and consumer care roles (e.g. consumer experience, service center management, marketing management, digital marketing, CRM) and a university degree.

  • You are passionate about consumers and their thinking and believes and able to transfer your knowledge and experience into actionable plans to build the brand experience.

  • Thanks to your strong analytical thinking, you are paving the way for new approaches, solutions and services, challenging the status quo.

  • Experience in Lean Office Management (Daily Management, Kaizen, Hoshin) is an advantage.

  • Business fluent in English and German.

  • With your international profile and experience, you will drive an inclusive, open and feedback-driven culture.

In return, we offer you

an environment where you will promote products that genuinely change lives for the better, which makes every working moment become a source of pride. At Philips, you will apply your skills, talents and passion to fulfill a greater purpose – the opportunity to create meaningful innovations that advance our collective goal: improving 3 billion lives each year by 2030.

The Personal Health team is united in it’s mission to develop meaningful innovations that deliver on the real needs of people. With a focus on health and well-being, Philips Personal Health products are used throughout the home, from the kitchen to the nursery, and from morning to night. Whether inspiring a sense of style with its award-winning Philips shaving and grooming products or helping parents feed their babies more naturally with its #1 mom recommended Philips Avent baby bottle, we are continuously looking for new and better ways to deliver against the needs of families and individuals through insight-driven innovations, focused and impactful marketing campaigns and accelerated operational excellence.

We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

Philips encourages people with a disability to apply.

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 at https://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video at https://youtu.be/ocnMFp1JBuM .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at https://www.careers.philips.com/professional/global/en/workingatphilips on our career website, where you can read stories from our employee blog at https://www.careers.philips.com/global/en/blog-unexpected . Once there,you can also learn about our recruitment process at https://www.careers.philips.com/global/en/recruitmentprocess , or find answers to some of the frequently asked questions at https://www.careers.philips.com/global/en/faq .

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