Consumer Care Manager

Join Philips as a Consumer Care Manager

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

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.

About Philips

We are a health technology company.