Consumer Engagement

2 weeks ago

Johannesburg, South Africa Philips Full time

**Job Title**: Consumer Engagement & Care Specialist Africa

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

**In this role, you have the opportunity to make life better**
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

You will join our Personal Health team in Johannesburg, South Africa and be responsible for market Africa.

You will report to the Senior Consumer Care Manager META

**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 com

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