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Consumer Care Experience Manager

Posted Jan 28, 2021
Project ID: PHILJP00022621
Eindhoven , Noord Brabant
6 months
(Feb 1, 2021 - Jul 31, 2021)
40 hrs/week
Payrate range
28 - 55 €/hr

Do you want to work on the next generation products and digital innovations for Philips Avent' As a Consumer Care Experience Manager, you will be responsible for driving the activities leading to a great Consumer Experience. You will be working closely together with Marketing and Development.

Your responsibilities

  • Define the consumer care experience plan for new innovations: how to organize and through which touch points.
  • Prepare and execute the Consumer Care touch points to achieve a superior consumer experience.
  • Drive Call Center readiness for product launches, including training materials, products, bulletins, scripts and more.
  • Drive web content for product launches (video tutorials, Frequently Asked Questions, content maintenance etc.).
  • Drive FAQ successfulness and improvements based on, for example, success rates and Call Center input.
  • Support tracking and reporting in-market feedback and post market surveillance.
  • Conduct root cause analysis and corrective action management for improvements in, for example, web-content, FAQ, Call Center trainings.
  • Contribute to consumer complaint handling: identify resources needed to provide solutions to consumer issues and ensure timely execution.
  • Post-launch monitoring including provision of feedback to innovation teams and marketing.

Your team

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 and Beauty. The site is responsible for the development and realization 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, Clinical and 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 and is the link pin between I&D and the business. You will work in a team of Consumer Care experts.

To be successful in this role you have:

  • 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 year 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 presentation and trainer skills.
  • Strong Stakeholder Management skills.
  • Experience with medical devices is a bonus.
  • Experience in Customer Service is a plus.

You are:

  • 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.

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