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Philips

CUSTOMER ENGAGEMENT MANAGER

Posted Sep 2, 2019
Project ID: PHILJP00020541
Location
Best , Brabant
Duration
5 months
(Sep 16, 2019 - Feb 29, 2020)
Hours/week
40 hrs/week
Payrate range
0 - 63 €/hr
CUSTOMER ENGAGEMENT MANAGER

Customer Experience Center Best/Global Marketing and eCommerce Philips HealthTech

Key areas of responsibility
•   Lead the Customer Engagement / Experiences through CEC activities
•   End responsible for the CEC visit programs, team and visit facilities, driving brand preference & reputation to position Philips as a Health and well-being company, including consistence brand preference across the BG's.
•   Master the Health Continuum content and convey it towards customers clearly engaging with overall Philips strategy
•   Drives the health continuum and solution selling strategy by providing extraordinary and seamless customer experiences
•   Manage the operations, hospitality and relationships with internal and external customers, working closely with the planning department
•   End responsible for all executed customer experience programs to the CEC facilities, driving consistent customer satisfaction measured via NPS.
•   Continuously improve the daily operations of the customer experience organization following the LEAN principles.
•   Create a customer centric organization by training and developing the CEC staff towards customer engagement experts and solution focused / consultative selling enablers along the Healthspaces.
•   Stakeholders management - Promoting the CEC throughout the organization and stakeholders
•   Leverage the customer interaction capabilities and support delivered to the market organizations
•   Promote the cec’s capability and drive maximum attendance in the markets, with a focus on c-level solutions customers and large scale projects
•   Collaborate with innovative labs, co-create teams, Philips museum, manufacturing and customers sites to deliver a holistic Philips proposition turned to the attendees specific persona and needs
•   Grow the customer business opportunity and likelihood to buy, by understanding the customer needs and reinforcing our broad capability/expertise across the health continuum through real customer stories, and solution demonstrations that deliver on the quadruple aim

Knowledge and critical experiences
•   Customer centric orientation
•   Clinical background is a strong advantage
•   Medical sales background is pro
•   Business degree
•   Excellent communication and presentations skills
•   Savvy in engaging customers groups
•   Excellent problem resolution skills/attitude, along with outstanding communication and active listening skills
•   Highly responsible and reliable with a professional presentation
•   Enthusiastic/enjoy to do attitude
•   Well-structured and organized - strong project management qualifications
•   Technology savvy, comfortable running digital customer engagement experience
•   Able to work flexible hours when necessary

Competences
•   Act as a role-model for our Philips behaviors: Customer first, Quality & Integrity always, Team up to Win, Take Ownership to deliver fast, Eager to improve and inspire
•   Can combine strategic thinking with effective execution
•   Strong ability to interact and influence stakeholders, including C-level
•   Resilience and self-awareness
•   Drives vision and purpose
•   Communicates effectively
•   Optimizes processes and delivers results
•   Good organizer/incl. facility
•   Can do mentality
•   Natural networker/connector

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