Customer Experience Manager (Freelance)

Join Philips Domestic Appliances globally and help us build life-long relationships with our customers. As Consumer Experience Manager, we will challenge you to be the voice of our consumers and proactively increase customer satisfaction and loyalty by designing journeys that meet their needs and expectations. 

You are responsible for

• Champion opportunities to consistently improve Philips DA experience 
• Drive customer satisfaction, loyalty and advocacy 
• Map the customer journey and identify opportunities to intervene on the client's behalf proactively
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Test new strategies for driving customer value
• Continually review and evolve the collection of processes Philips DA uses to track, oversee and organize every interaction with customers 
   

You are a part of 
the D2C Customer Experience & Innovation team in Amsterdam, part of Philips Domestic appliances global organization. You will be working in a network of international stakeholders based in Europe (e.g. Product Owners, Activation managers, UX/UI designers, Consumer Care Managers) and globally in various countries (e.g. Marketing Directors, Consumer Care Managers). As we value diversity, we have a multi-functional and diverse team with different points of view, different ways of thinking, new capabilities to strengthen and improve the digital strategy for our customers.

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

• Excellent communication skills, organized and strong problem-solving skills 
• Excellent project management skills to ensure handling of multiple projects 
• Ability to build and maintain relationships with external stakeholders and internal cross-functional team members 
• Track record of successfully implemented customer experience strategies based on data insights and customer needs 
• BSc/MSc degree in Business and Marketing 
• 5+ years of relevant work as a consumer experience manager 
• Working experience in a consumer-focused, complex, matrixed, multinational environment. Preferably with experience in consumer goods, online services, e-commerce, or mobile applications