Consumer Engagement & Care Specialist Africa at Philips

You are responsible for:

Engagement Strategy, Operations, Product approbations & safety manager

• Manages and grows direct consumer engagement across consumer contact channels including phone, chat, web, social and CRM
• Drive Network Management to ensure speedy repairs and best in class consumer experience.
• Determines and executes consumer care service policy towards retail partners & end consumers.
• Ensure delivery of key care deliverables, TAT (turnaround time), FTF (First time fix), NFF (No Fault Found), Replacement’s control, Cost of Non Quality (CONQ)etc.
• Responsible to resolve any local / presidential / ministries escalation received to the best interest of organization & consumers.
• Responsible to drive product approbations for Africa Region through timely submission & follow up of key inputs required by the local regulators in country of shipment.
• Responsible to drive safety cases in MEA region with proper follow ups & ensure implementation of corrective action in the agreed time frame.
• Responsible for drive quality service and operational performance within the parameters of program and delivery standards
• Analyzes operational processes, establishes escalation procedures, and oversees training needs assessments to identify opportunities for service delivery improvements.
• Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.
• Coordinate market feedback for product quality, safety, recalls and compliance and process the same in applicable tools for closures.
• Builds best in class support, social engagement, and CRM experiences to increase NPS, retention and loyalty

Contact Center, Social & R&R (Ratings & Reviews) Experience (incl. self-service)

• Responsible for the support web experience and content and works with the global team to improve self-help solutions
• Improve consumer-centric contact center experiences across phone, messaging chat and other channels and offer seamless e2e journeys
• Manage social engagement operations and Rating and Review & Q&A responses with our social media partners, evaluate/monitor, refine approach and grow the overall performance
• Ensuring a compliant safety incident handling safeguarding consumer-centric solutions and enabling product safety.

CRM

• Localize and brief CRM communications programs driving engagement, customer lifetime value and Sales
• Define and execute activities to acquire consumers to the database through various channels (including social, apps, product boxes)
• Analyze campaigns to increase engagement and conversion, ongoing optimization, drive engagement and CRM Excellence in markets

R&R management

• Work with stakeholders in the BU and global team, to develop & drive R&R and UGC engagement strategies to drive R&R portfolio performance, volume and enabling kill or cure, family grouping
• and platform engagement decisions
• marketing activation to step up on R&R volume
• Measure and improve on performance together with Market Marketing and global teams

VOC insights management

• Extensive regular analysis of consumer feedback insights via NPS, R&R and other forms of consumer feedback to identify issues and new trends
• Together with cross-functional stakeholders, drive improvement actions based on VOC insights

To succeed in this role, you’ll need a customer-first attitude and the following

• +5 years of Experience in reputed organizations, leading / managing key verticals of after sales service
• Bachelor, Master, or comparable degree preferable
• Proven professional experience in Consumer Engagement, driving consumer care operations, consumer insights & CRM
• Experience in and understanding of Consumer Experience drivers & processes
• Analytical skills with demonstrated ability to problem solve
• Strong interpersonal and stakeholder management skills, able to connect people and ideas
• Consumer-centric thinking and behavior
• Strong organizational skills and ability to manage multiple projects at once. Action orientated
• Fluency in business English.