Consumer Care Experience Manager

Posted May 28, 2019
Project ID: PHILJP00020040
7 months (Jun 3, 2019 - Dec 31, 2019)
40 hrs/week
Payrate range
0 - 57 €/hr
Job title: Consumer Care Experience Manager (BG Home Care)

In this role, you have the opportunity to
Work on the next generation products and digital innovations for Philips Floor Care. 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. As a Consumer Care Experience Manager you will be the liaison between the Philips contact centers, country consumer care teams and the Innovation and Design Department. You will support successful first time right product launches for Floor Care and you are co- responsible to develop and drive long term consumer service solutions within the Floor Care team.

You are responsible for
•   Defining the consumer care experience plan for new innovations: how to organize consumer care and define 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. Develop and execute contact center trainings for new product launches.
•   Work closely together with a multidisciplinary project team including Product Research, Quality and Marketing on the End-to-End consumer experience journey.
•   Deployment of Voice of the Consumer feedback (VOC): convey key consumer insights from Rating & Reviews and the Philips Contact Centers. Deliver the key consumer insights to our Consumer Marketing- and Development Teams and ensure it is being taken into account for our current and future products.
•   Create knowledge articles like FAQs and Contact Center Information and deliver requirements for digital assets (video tutorials, Frequently Asked Questions, content maintenance etc.).
•   Conduct root cause analysis and corrective action management for improvements in, for example, web-content, FAQ, Call Center trainings.
•   Keep knowledge articles up to date and in good quality for products that are in the ‘life cycle management’ stage.
•   Contribute to consumer complaint handling: identify resources needed to provide solutions to consumer issues and ensure timely execution.

You are a part of
The Product Research team of Philips Floor Care products in Drachten. Philips has eight contact center- and repair centers spread across Asia, USA and Europe. You will work closely with the Consumer Care Planner and interact regularly with the other Consumer Care Experience Managers within Philips.

To succeed in this role, you should have the following skills and experience
•   Bachelor or Master degree
•   A strong drive to put the consumer first and be an ambassador of the Voice of the Consumer towards product development, marketing and research teams.
•   Experience 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
•   Eagerness to understand the technical aspects of consumer products and product propositions.
•   Strong presentation and trainer skills.
•   Analytical skills and are able to interpret data into actionable insights/recommendations.
•   Strong drive for continuous improvement.
•   Pro-active, precise, practical and result-oriented mindset.
•   Fluent in English writing/speaking, German reading.

You are:
•   A strong influencer, pro-active and outspoken.
•   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.
•   A strong influencer, pro-active and outspoken.
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