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Philips Consumer Care Manager United Kingdom, England, Rushmoor 184701087
30.03.2025
This role is a 9 month fixed term contract based in our Farnborough office ideally starting in May. This is a hybrid role whichmeans working at the office at least 3 days per week.In this role as Consumer Care Manager you will report into the Consumer Care & Engagement Manager for Western Europe and work alongside your peers in other Western Europe countries. You will also engage closely with the local Sales and Marketing teams for Personal Health who are based in the UK.
Your Role:
Consumer support
Be the voice of the consumer (VOC) in the zone and deliver deep-dive input on market specific Engagement & Care performance
•Act on consumer insights and continuously improve local processes and procedures
Supporting escalations on safety incidents, working with consumers and authorities as required
Calibration of CCC calls in local language together with CE&C manager
Assess and deploy legislation related to warranty, service & sustainability
Work together with the region or global on sustainability initiatives in the zone
Retail Service
Manage, standardize and execute service agreements and execution with retailers
Monitoring and drive actions to reduce Return Rate
Handle service escalations for Retail in the market with Key Account Managers / Sales reps and provide back-up for escalations with local implications coming from the Western Region
Operations support
Repair & Refurb operations support
PO creation and monitoring of Care costs related to dealers, costs outside of GCS and WEEE
You’re right for this role if:• You have a consumer journey mindset and ideally consumer care experience
• A mature approach who is dedicated to providing a best in class post sales service
- Able to work collaboratively with local and global teams and vendors and also independently
Ability to interpret and report on performance
Good knowledge of Service processes
problem solving
Ability to manage in uncertain or ambiguous environments
Quality and growth mindset
Process/ project management
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