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Originele vacaturetekst

Global Consumer Engagement Operations Manager - Domestic Appliances

Job Description

In this role, you have the opportunity to

In this role you and your team run the contact center and social media support for consumers around the globe for Domestic Appliances.

Our contact center operations are outsourced, so you select the partners and work closely with them to optimize the footprint and performance. Your aim is to improve consumer experiences at competitive cost. For this you drive innovation intensively.

You are responsible for:

  • Responsible for the outsourced operations of contact centers and social media moderation on strategic, tactical and operational level

  • Improving the foot print with the partners and vendors.

  • Improving and innovating the enablement (systems, processes, people, analytics).

  • Scouting for best in class solutions, partnering with key innovators

  • Bench marking, best practice creation and roll outs, process harmonization and simplification

  • Collaborating on the channel strategy creation, implementing the channel strategy

  • Improving consumer journeys, delivering on NPS ambitions.

  • Driving automation and efficiencies, operating at competitive cost in accordance with reliable cost forecasts

  • Leading a team of regional Consumer Engagement Operations Managers and one Quality & Training Manager

To succeed in this role, you should have the following skills and experience:

  • Master or Bachelor's degree in relevant field of studies

  • 10-15 years of experience of professional experience in the service domain, with a focus on contact center and social media operations

  • A substantial knowledge of consumer insights, NPS analytics, Operations analytics

  • Proven experience in working with partners (outsourcing)

  • Effective communication of analysis and proposals to different audiences

  • Experience in collaborating with markets around the world

  • Track record of successfully managing global virtual teams

  • Fluency in business English

In return, we offer you
A meaningful career, with new challenges in our dynamic organization, working in an encouraging multinational and multicultural environment. We are happy to provide you with this opportunity to work with new technologies. You will be surrounded by passionate and committed, colleagues who share your ambition to create outstanding customer experiences. Your work will be ambitious and full of opportunities for growth. Variety and challenge will be part of your daily routines.

Why should you join Domestic Appliances?

Philips’ Domestic Appliances business is a global leader with EUR 2.3 billion in sales in 2019 in kitchen appliances, coffee, garment care and home care appliances, with successful products such as the Airfryer, Perfect Care Steam Generators, Automatic Coffee Machines with LatteGo and SpeedPro Max Aqua vacuum cleaner, and many more that are used by millions of people every day across the world.

In January 2020, Philips announced that it would be considering new ownership options for Domestic Appliances, as it is not a strategic fit for the company’s future as a health technology leader, and committed to finding the right home for the business to ensure that it is set up for continued success serving customers, leveraging the Philips brand and driving growth across the markets that it serves.

In its 128 year history as a leading innovator, Philips has had to reinvent itself a number of times to remain competitive. This has involved several high-profile divestments, resulting in the company’s successful track record in managing complex change of this scale. Such transformations offer unique opportunities for employees to ‘make their mark’ and gain expertise in a specific and dynamic environment - those who can deliver results while navigating and contributing to changes will gain unique skills and perspective that will prove valuable for the rest of their careers.

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