Consumer Care Transformation Manager, META Respironics Inc
Consumer Care Transformation Manager, METAJob Description
In this role, you have the opportunity to
Develop New Consumer Care operations set up in META delivering on changes in business operations driven by Digital Transformation initiatives and Geographical expansion plans.
You are responsible for
Managing and growing direct consumer engagement across consumer contact channels including phone, chat, web, social and CRM
Building best in class support, social engagement and CRM experiences to increase NPS, retention and loyalty)
Responsible for the support web experience and content and works with the global team to improve self-help solutions
Improving consumer-centric contact center experiences across phone, messaging chat and other channels and offer seamless e2e journeys
Managing social engagement operations and Rating and Review & Q&A responses with our social media partners, evaluate/monitor, refine approach and grow the overall performance
Ensuring a compliant safety incident handling safeguarding consumer-centric solutions and enabling product safety.
Localizing and brief CRM communications programs driving engagement, customer lifetime value and Sales
Defining and execute activities to acquire consumers to the database through various channels (including social, apps, product boxes)
Analysing campaigns to increase engagement and conversion, ongoing optimization, drive engagement and CRM Excellence in markets
Working with stakeholders in the BU and global team, to develop & drive R&R and UGC engagement strategies to drive R&R portfolio performance, volume and enabling kill or cure, family grouping and platform engagement decisions
You are a part of
An organization with an incredible diversity of nationalities, skills, backgrounds, functions and challenges. At Philips we have opportunities for graduates as well as experienced professionals in everything from applied research to marketing and sales in over 100 countries. We're a fascinating company to be part of, with a strong emphasis on cultural awareness, mutual understanding and out-of-the-box thinking.
To succeed in this role, you should have the following skills and experience
Bachelor, Master or comparable practical experience
Proven professional experience in Consumer Engagement, consumer insights, CRM and Consumer Care/Call center management
Experience in and understanding of Consumer Experience drivers & processes
Analytical skills with demonstrated ability to problem solve
Strong interpersonal and stakeholder management skills, able to connect people and ideas
Consumer-centric thinking and behavior
Strong organizational skills and ability to manage multiple projects at once. Action orientated
Fluency in business English
In return, we offer you
An inspiring experience with our fearless and high-performing team. You'll be joining a family that celebrates successes together. Our goal is for you to get better every day and we do that by helping you become the best version of yourself. It's your unique journey. You set your own course - we'll help you get there.
Why should you join Domestic Appliances
Philips Domestic Appliances purpose is simple yet powerful: helping people to turn their houses into homes. Through meaningful innovation, we improve the lives of people, helping them to lead healthier and happier lives every day.
We have incredible products, solutions and strong market foundations. As a leading player in domestic appliances, we offer sustainable products across kitchen appliances, coffee, air, garment and home care. The successful product ranges include the renowned Airfryer, Espresso Machine with LatteGo, the Perfect Care Elite steam generator, Air Purifier and SpeedPro Max vacuum cleaner. We are also known as Walita, Preethi, Saeco and Gaggia.
In Philips Domestic Appliances we work with contagious positivism. We believe that inclusion comes before diversity and all voices are heard. When you join our closely-connected and diverse team, you'll be joining a global family. Like all families, we grow together and support each other. In our drive for digital transformation success, we partner to grow and deliver. We celebrate our wins together.
Our company is headquartered in The Netherlands, and has innovation, manufacturing, and commercial centers across the globe, with presence in over 100 countries. We employ approximately 7,000 talented individuals who bring innovation to customers and consumers.
Our goal is for you to grow every day, and to support you to become the very best version of yourself. We are committed to providing the highest levels of consumer satisfaction, underpinned by our quality approach. We make conscious choices caring for people's homes and our planet. We grow responsibly and sustainably.
Employment Types:
Full time
Industry:
Pharmaceutical
Function:
IT , Digital Marketing , Marketing & Communications , Marketing Research & Analysis
ملحوظة هامة:
وظايف نت ليست شركة توظيف وانما موقع للاعلان عن الوظائف الخالية المتاحة يوميا فى أغلب الشركات بالشرق الاوسط
,فنرجو توخى الحذر خاصة عند دفع اى مبالغ او فيزا او اى عمولات. والموقع غير مسؤول عن اى تعاملات تحدث من خلال الوظائف المعلنة.
