Philips Voice Consumer & Marketing Planning Specialist 

Malaysia, Selangor, Petaling Jaya 

711460367

Voice of the Consumer & Marketing Planning Specialist

Your Role:

• Analyse VOC insights via NPS, R&R, Social and other forms of consumer feedback along with industry, and competitive learnings.
• Shares actionable insights and recommendations to market stakeholders across engagement & care and broader local market organization
• Partner with stakeholders across the organization to develop customer experience improvement initiatives and activates action owners to drive actions
• Drives R&R & NPS DMB (including D2B, D2C and Marketplace)
• Owner of technical tooling for Voice of the Consumer (Medallia, Wonderflow)
• Drives connection and processes between Marketing and Customer Care team
• Accountable for budgeting consumer experience vs. contact (inc. Contact Centre and Social Care)
• Drive Brand Strength cross the Zone

• Coordination of the annual planning drumbeat between JAPAC & the Region, MCoE, SCoE
• Coordination of the Marketing / Digital and Product meeting coordination
• Coordination of consumer Immersions programs

• Support Marketing & Digital DMB & KPI with action plan
• Support Problem Solving exercises across Marketing and Digital teams
• Conducts ad hoc in-depth analyses on specific topics to facilitate problem solving.
• Tracks recommendations made and acted upon resulting in concrete business results.

• Lead point of contact for Global CoE Team of R&R & NPS

You're likely the right fit if you possess:

• Bachelor’s or Masters Degree or comparable practical experience
• Minimum 4 years of marketing experience
• Passion for the consumer / voice of the consumer capabilities.
• Ability to interpret and report on performance. Good analytical skills with the demonstrated ability to problem solve
• Digital savvy - open-minded to the role of new technologies
• Strong organizational and project management skills.
• Able to and communicate ideas at various levels within the company
• Business English fluency

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