Customer Engagement Manager

Job Description

The Customer Experience Center (CEC) in Best is Philips’ flagship customer engagement venue, showcasing meaningful healthcare innovations through customer engagements, immersive demonstrations, and strategic customer events.

By designing and delivering impactful customer experiences, the CEC supports business growth and strengthens Philips’ competitive position. The Customer Engagement Manager (CEM) plays a key role in shaping each visit, creating tailored engagement programs that align customer objectives with Philips’ business ambitions.

As a Customer Engagement Manager, you will design and orchestrate high-impact customer experiences. By facilitating engaging discussions and interactive experiences, you will help build lasting customer relationships, strengthen trust, and contribute to business growth and customer preference. Working closely with internal and external stakeholders, you will ensure every customer visit is memorable, relevant, and impactful.

As a CEM, you own the end-to-end customer engagement journey. You partner closely with internal stakeholders to understand customer objectives, identify opportunities, and design tailored engagement programs that align customer priorities with Philips’ strategic ambitions.

Acting as both the architect of the engagement strategy and the owner of the on-site experience, you lead every stage of the visit—from concept and planning to delivery and follow-up. You facilitate meaningful, insight-driven customer interactions and proactively adapt to changing priorities to ensure a seamless and impactful experience. Your strong network across Philips, relationship-building skills, customer-centric mindset, and commercial acumen enable you to create successful engagements that contribute to business outcomes and customer preference.

Your role:

• Design and deliver tailored customer engagement programs that align customer objectives with Philips’ business priorities and create measurable impact.
• Advise on the planning, coordination, and execution of customer engagements, ensuring every visit is well-prepared, professionally delivered, and followed up effectively.
• Act as the central point of contact for customer visits to define objectives and shape the overall experience.
• Facilitate insight-driven customer discussions that encourage dialogue, uncover customer needs, strengthen long-term relationships, and support the customer decision journey.
• Take ownership of the customer experience throughout the visit, adapting quickly to changing priorities and ensuring a seamless and high-quality experience at all times.
• Capture customer insights and feedback and ensure they are shared with the appropriate teams to support business opportunities, innovation, and continuous improvement.
• Lead Discovery Space tours and demonstrations by translating Philips’ portfolio, innovations, and capabilities into relevant customer outcomes, tailoring the narrative to each customer’s priorities and being able to connect solutions across the portfolio without reliance on a script.
• Partner across sales, marketing, content, and experience teams to enhance customer experiences and maximize the value of the Customer Experience Center.
• Build strong relationships with Philips discussion leaders, executives, businesses, and subject matter experts to ensure Philips’ strategy and key solutions are represented effectively.
• Drive continuous improvement of customer engagement practices, operational processes, and ways of working through ownership, initiative, LEAN thinking, and process optimization.
• Ensure adherence to established processes, procedures, and quality standards while identifying opportunities for improvement.

You will be part of the Global Philips Health Systems Marketing Center of Excellence. This team consists of 6 capabilities, of which one is the Customer Experience Center in Best, which hosts 500+ visits every year.

You're the right fit if:

• Bachelor/Master degree with at least 5 years working experience in a clinical/medical (sales/marketing) or briefing center background.
• Excellent communication, storytelling, facilitation, active listening, networking and presentation skills.
• Fluent writing and speaking skills in English and Dutch (German is desirable).
• Pro-active with a professional approach.
• Business awareness and commercial acumen, with the ability to connect customer priorities to Philips strategies, solutions, and value propositions.
• Team player with cultural awareness and the flexibility to work varied hours when necessary.
• Proven experience engaging customers at different levels and thriving in dynamic, customer-facing environments.
• Technology-savvy professional with strong organizational skills.
• You are full time available.

Compensation and Benefits

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is EUR 61,185.00 - EUR 101,976.00. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations.

This role is eligible for 3% short term incentive with your rewards linked to both individual performance and company results. Benefits include hybrid working, paid time-off, health and wellbeing benefits, learning and development opportunities.

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. For full-time employees working in the Customer Experience Center in Best, this means working on average at least 4 days from the office and one day from home, depending on the customer engagement schedule, business priorities, and team needs.

About Philips

We are a health technology company.

If you’re interested in this role and have many, but not all, of the experiences needed, you may still be the right candidate for this or other opportunities at Philips.