Consumer Experience Manager, Mother & Child Care Personal Health - Sta
Company: Philips Electronics
Posted on: February 23, 2021
Stamford, Connecticut, United States Job Type Full timeJob
Number 371726In this role, you have the opportunity to
Build brand love by creating an engaging end-to-end consumer
experience in conjunction with Marketing, Customer Service and the
Consumer Experience Center of Excellence. This role will take the
Oral Healthcare consumer experience to the next level by immersing
yourself in all of the consumer touch-points and uncovering new
insights to deepen consumers brand connection.
What You'll Do
- Deliver Consumer Insights Through Social Listening & Consumer
Interactions: Surface stories to create new content, product
suggestions, and other critical marketing decisions.
- Be the Voice of the Consumer: Contribute to the product
development process by "being the consumer" and finding new ways to
enhance their experience with Philips Sonicare whether it is on our
Apps, through our subscription portals or with the unboxing and
usage of our products. Understand the consumer decision journey and
enhance with new findings to drive new ways to market.
- Make our Consumers Feel Heard: Train and develop talking points
for customer service reps to help answer our consumers in the most
personalized way. Ensure all post purchase programs (warranty,
guarantees, parts& servicing, troubleshooting) are consumer
friendly and take into account a variety of consumer needs.
- Get Consumer to Experience the Brand: set up brand and product
experiences to generate ratings & reviews, word of mouth and user
You are responsible for
- Surface insights from our community (NPS, Social Listening,
Call Center transcripts) to help inform content and business
decisions and escalate information to key stakeholders
- Create Product Experience Programs to deliver ratings and
reviews to key retail as well as owned channels
- Manage the quality of the responses to consumers from 3P agency
including responses to comments on Social Media and other owned
channels, 1 and 2 star reviews as well as 5 start review "thank
yous," call center interactions monitor, track and report consumer
feedback and online reviews
- Recommend high-engagement social media (Instagram, Facebook,
Twitter, LinkedIn), newsletter, eCRM and blog copy based on
- Craft trainings (customizing global content), call center
representative responses to FAQs, provide guidance and approval on
responses to sensitive issues in a timely and prioritized manner
following our customer care guidelines
- Gap analysis to identify ways to improve web self service
content, to make it more consumer friendly and reflect consumer
- Coordinate with broader new product development teams
(Marketing, Business Unit, Activation, Quality) to develop best in
class consumer experiences converting consumers from first time
purchasers to brand loyalists
- Collaborate with Content & Community Strategist to plan and
schedule content (CRM)
- Respond to all direct messages and comments on social platforms
to build one-to-one connections
- Escalate customer concerns to appropriate business and quality
leads to ensure timely response to retailer requests. Raise
returns/consumer experience issues to Sales/Retail contacts to
ensure brand experience is supported by our retail partners
You are a part of
The Philips Personal Health organization Center of Excellence and
will report to the Director, Consumer Experience and Engagement.
This position is located based in Stamford, CT.
To succeed in this role, you should have the following skills and
- 3+ years of consumer care & community management experience;
electronics, personal care categories a plus
- BS/BA required, in Communications or Marketing preferred
- Must be up-to-date on digital technology, personal care
- Must be adept with the nuances of social and digital platforms
such as the use of hashtags, emojis, acronyms, subject lines, SEO
- Excellent writing skills with experience in voice of consumer
communications. Copywriting a plus.
- Experience in distilling and articulating complex data analysis
to clear, easy to implement actions
- Ability to influence key stakeholders to implement
- Eagerness for contributing to business outcomes and continuous
- A challenger mindset, not accepting the status quo
- A team up to win spirit ability to work autonomously to mine
insights and in a collaborative group to develop actions
In return, we offer you
The opportunity to grow your career in a company that values the
interaction between technology and people. You can join an
innovative company that makes a real difference to people's lives.
You will be surrounded by passionate, insightful colleagues who
share your drive to create superior customer experiences. Your work
will be challenging and full of opportunities for growth. Variety
and challenge will be part of your daily routine. Our benefits are
very competitive and designed around your preferences.
Why should you join Philips?
Working at Philips is more than a job. It's a calling to create a
healthier society through meaningful work, focused on improving 3
billion lives a year by delivering innovative solutions across the
health continuum. Our people experience a variety of unexpected
moments when their lives and careers come together in meaningful
ways. Learn more by watching this video.
To find out more about what it's like working for Philips at a
personal level, visit the Working at Philips page on our career
website, where you can read stories from our employee blog. Once
there,you can also learn about our recruitment process, or find
answers to some of the frequently asked questions.
It is the policy of Philips to provide equal employment and
advancement opportunities to all colleagues and applicants for
employment without regard to race, color, ethnicity, religion,
gender, pregnancy/childbirth, age, national origin, sexual
orientation, gender identity or expression, disability or perceived
disability, genetic information, citizenship, veteran or military
status or a person's relationship or association with a protected
veteran, including spouses and other family members, marital or
domestic partner status, or any other category protected by
federal, state and/or local laws.
As an equal opportunity employer, Philips is committed to a diverse
workforce. In order to ensure reasonable accommodation for
individuals protected by Section 503 of the Rehabilitation Act of
1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I
of the Americans with Disabilities Act of 1990, applicants that
require accommodation in the job application process may contact ,
option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran
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Keywords: Philips Electronics, Stamford , Consumer Experience Manager, Mother & Child Care Personal Health - Sta, Healthcare , Stamford, Connecticut
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