Philips söker Consumer Experience Manager
Poolia / Säljarjobb / Stockholm
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hela Sverige Philips makes your life easier.
Millions of people around the world are making their lives easier with Philips products, services and solutions. It can be lights that show us the way, medical equipment which gives a mother the first view of her unborn child or the TV that keeps a whole family excited. Together with us your thoughts and ideas will have a positive influence on people; Philips is there with you in your daily life.
Philips? activities in Healthcare, Lifestyle and Technology are organized in three different sectors. Each sector is responsible for the management of its businesses both on a Nordic and worldwide level. Guided by our brand promise of 'sense and simplicity' and starting from our consumer insights, Philips Consumer Lifestyle offers rich, new consumer experiences that meet consumers? desire for relaxation and improving their state of mind. The sector consists of around 200 people on a Nordic level; we are now looking for a dynamic Consumer Experience Manager.
Publiceringsdatum2008-06-07ArbetsuppgifterThe Consumer Experience Manager is managing the consumer contact centres to ensure service delivery via phone, email, chat and web support and to ensure that we consistently meet and/or exceed all agreed KPI?s within the area. You will also be responsible for activating loyalty programs.
You will be the key Net Promotor Score (NPS) Nordic CL expert delivering NPS 'Health checks' and driving deployment of NPS initiatives for Consumer Care. You will Report to the Nordic Consumer Care Director.
Your main job content will be to:
• be responsible to achieve the NPS targets as set by the Consumer Care leadership team
• CRM activities in the nordic market
• plan and manage NPS activities in cooperation with Global NPS leader, marketing and CRM
• identify local consumer needs and translate these into optimal solutions for Consumer care
• vendor manager for the Call centres activities and local training/update. Ensure the quality of the call centres
• follow up and corrective actions for Consumer touch points like web, phone, e-mail, repair and exchanges
• drive improvements on consumer tough points together with the Global Consumer care team.
ErfarenhetQualifications:
• minimum 5 years of experience in consumer care and/or marketing within a large international company
• proven track record in excellent Consumer care and/or CRM
• university degree or equal
• multicultural experience.
Personal:
• ability to manage diverse scope, Attention to detail
• strong communicator (verbal and in writing)
• energetic, dynamic; Inspiring, self starter
• understanding of marketing and consumer needs.
We put high value on your personality. For the right person we can offer high career development opportunities, national as well as international.
FöretagetArbetstider och omfattningHeltid
Så ansöker duAnge följande referens när du ansöker: STHLM1111LGU7
Ansökan sker via företagets webbplats.
FöretagPoolia
AdressPoolia
Warfvinges väg 20
10425 Stockholm
Jobbnummer 243725
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