Job title: Consumer Care Specialist - Personal Health (META)
Designing and delivering best in class consumer experience for post-purchase journey of Personal Health consumers across various touch points like Philips owned platforms, websites, call center, technical services across Middle East Türkiye Africa (META) Zone.
Your role:
Manages the performance of the Social Care vendors, service workshops, consumers ratings & reviews , social engagement performance, Web NPS & Post Purchase NPS performance & analytics . This role will also extend to support CRM strategy and all new D2C stores across META zone.
Coordinates and works with local service workshops to improve all service touchpoint experience of consumers.
Co-creates the META post-purchase engagement channel strategy and leads its implementation across the countries in META Zone that includes platforms like Social, Website, Call Center and Technical Services to ensure best in class consumer experience.
Builds and implements strategies for post purchase journey in cooperation with relevant local and global stakeholders.
Partners with Key stakeholders, Service Workshops, Call center & trade to complete important tasks. Coordinates and works with local service workshops to improve the overall journey of end consumers.
Accountable for the social, website , Ratings & Review & Post Purchase Engagement KPI’s in META,
Social channels volume forecasting and workforce planning process management.
Manages and works closely with Social and R&Rs engagement partners to achieve business targets while optimizing consumer experience.
Be responsible for proper escalation process from Social, website , service workshops , post purchase and R&Rs channels to the relevant organization
Monitors market trends and evolutions. Manage benchmarks and select the best partners.
You're the right fit if you have:
+3 years of experience in the consumer durables organization or in after sales operations marketing function of a large/multinational organization.
Professional communicative proficiency in English & Turkish,
Master’s or bachelor’s degree in marketing, Business Administration, or related field.
Resourceful and flexible to adapt to changing needs and balance multiple priorities
Digital savvy - open-minded to the role of new technologies,; self-motivated, proactive team player
Excellent communication skills, able to communicate with consumers, customers and business
Strong analytical skills with demonstrated ability to problem solving
Ability to lead independently gaining results through others not in direct reporting line
Structured and organized
Willing and able to travel when needed
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.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
This role is an office role.
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.
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