Job Title
Consumer Care Manager
Job Description
Be part of Philips Personal Health (PH) providing sustainable, meaningful solutions that enable happier, healthier lives, today and tomorrow. The Consumer Care Manager is responsible for delivering a best in class consumer engagement and care experiences for UKI Philips consumers and customers across multiple channels. In this role you represent the Voice of the Consumer in the UKI zone and Western Region as enabler to driving continuous improvements. You design and deploy consumer and customer service journeys, agreements and steer on performance in cooperation with other departments (Sales, Marketing etc.).
This role is a 12 month fixed term contract based in our Farnborough office ideally starting in May. This is a hybrid role which means working at the office at least 3 days per week. In this role as Consumer Care Manager you will report into the Consumer Care & Engagement Manager for Western Europe and work alongside your peers in other Western Europe countries. You will also engage closely with the local Sales and Marketing teams for Personal Health who are based in the UK.
Your Role:
Consumer support
1. Be the voice of the consumer (VOC) in the zone and deliver deep-dive input on market specific Engagement & Care performance.
2. Act on consumer insights and continuously improve local processes and procedures.
3. Supporting escalations on safety incidents, working with consumers and authorities as required.
4. Calibration of CCC calls in local language together with CE&C manager.
Sustainability
1. Assess and deploy legislation related to warranty, service & sustainability.
2. Work together with the region or global on sustainability initiatives in the zone.
Retail Service
1. Manage, standardize and execute service agreements and execution with retailers.
2. Monitoring and drive actions to reduce Return Rate.
3. Handle service escalations for Retail in the market with Key Account Managers / Sales reps and provide back-up for escalations with local implications coming from the Western Region.
Operations support
1. Repair & Refurb operations support.
2. PO creation and monitoring of Care costs related to dealers, costs outside of GCS and WEEE.
You’re right for this role if:
1. You have a consumer journey mindset and ideally consumer care experience.
2. A mature approach who is dedicated to providing a best in class post sales service.
3. Able to work collaboratively with local and global teams and vendors and also independently.
4. Ability to interpret and report on performance.
5. Excellent communication skills, able to communicate with consumers, public and business.
6. Good knowledge of Service processes.
7. Strong problem solving skills.
8. Ability to manage in uncertain or ambiguous environments.
9. Quality and growth mindset.
10. Process/ project management.
From a competitive salary, end of contract bonus and family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer.
About Philips Personal Health
Working in Philips Personal Health is all about empowering people to live happy, healthy lifestyles. We leverage deep insights to create personalized and sustainable solutions across oral healthcare; mother and childcare; grooming and beauty; and consumer health. The work you do with us will help people and their families around the world take better control of their health and well-being, for today and tomorrow.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
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