Job Title

Consumer Care Manager

Job Description

The Consumer Care Manager is responsible for delivering best-in-class consumer experience and support across multiple channels - Contact Center, Service Network, Social Media, and Website. As the Voice of the Consumer for the Benelux zone, you drive continuous improvement by supporting and/or designing, and implementing effortless consumer journeys, customer service agreements, and frameworks, while monitoring performance in collaboration with cross-functional teams. You also contribute to the design and rollout of cross-regional and global improvement initiatives, including AI projects and sustainability programs.

You’ll be part of the Western Region’s Consumer Engagement & Care team, while leading consumer care efforts for Benelux as the Consumer Care Manager.

Your role:

Consumer Experience Excellence

• Coordinating Call Center and Social Care local processes to drive consumer satisfaction and continuous improvement through KPIs, such as NPS
• Calibration of consumer interactions, such as calls or written messages to ensure consistency with local requirements 
• Be the Voice of Consumer in the zone and deliver deep-dive input on zone specific Engagement & Care performance
• Manage escalations on safety incidents, working with consumers, Legal & Regulatory and authorities as required
• Support Western Region/ Cross-Regional and Global projects / initiatives to ensure strategic alignment and consistency
• Support the Website Support Journey by proactively identifying gaps and improvement opportunities, and support Global and Regional activities to deliver a seamless Digital experience and increase Self-Service

Retail Service  

• Manage, standardize and execute service agreements and execution with retailers
• Monitor and support actions to reduce Product Return Rate and increase consumer & customer satisfaction
• Handle service/ complaints escalations for Retail in the zone with Key Account Managers / Sales reps

Operations Support

• Repair & Refurb operations support, including collaboration with Network Vendor  
• PO creation and monitoring of Care costs related to warranty and retailer returns 
• Be aware, assess and deploy legislation related to consumer rights, warranty, service & sustainability
• Keep Consumer Care processes & procedures updated

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You're the right fit if:

• Native Dutch Speaker with Professional English Proficiency
• Bachelor, Master or comparable practical experience
• Minimum 5 years of professional experience/ Experience in Customer Service Management
• Passion for the consumer / voice of the consumer capabilities
• Ability to interpret and report on performance
• Excellent communication skills, able to communicate with consumers, public and business
• Good knowledge of Service processes
• Strong problem solving skills
• Ability to manage in uncertain or ambiguous environments
• Quality and growth mindset
• Process management
• AI Curiosity and Digital Learning Mindset is a plus

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

This position is based in Eindhoven, The Netherlands. Only candidates who are already based in The Netherlands will be considered.

 

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.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.