Job Description
Your challenge
You drive customer experience leadership by providing proactive, smooth, effective services & personalized support. You are responsible for the global shared services set-up (remote operations centers, customer portal, and third party service providers) and you coordinate multi-country service contracts for our international customers.
Your responsibilities
Develop opportunities for renewal and/or service pull through (installed base)
Implement new data enabled and remote operations propositions
Manage the Customer Portal function & content, Remote Operations Centers via local or central teams and third party service providers
Improve functional excellence of customer services in the market
Coordination of International (multi-site) service opportunities, mobilize service contracts and ensure relevant customer value in the service delivery
Ensure efficiency and cost-effectiveness of the shared services activities
Ensure voice of the customer is feedback in the value chain to improve products, systems and services
Your team
We work in an open team room; no cubicles or private offices. Communication is key to our process, and we don't want to hinder it with walls. We work directly with coworkers as well as merchants to triage, design, and solve the business's technical challenges. The key to our strong team is transparency and responsibility. You will be part of the Business of Professional Services and report directly into the Head of Professional Services.
You will be managing directly a team of experts that form our Remote Operations Center and you have a functional link with the Customer Service Managers in 17 markets (sales organizations) across the world.
Our offer
This fast-paced position will quickly give you the chance to push your career and aspirations forward within a top global company. We’ll reward you with an attractive compensation package and the chance to stretch yourself further. Show us your energy, your creativity and your sound professional judgment, and we’ll match these with educational and other opportunities within a dynamic, international setting.
Our benefits are very competitive and designed around your preferences:
Depending on experience, a year salary (fulltime) (including personal benefits package)
25 Days of leave and the possibility to purchase up to 20 extra days off annually
A variable bonus based on both Philips results and personal performance
Extensive set of tools to drive your career, such as a personal development budget, free training and coaching
Solid company pension scheme and attractive collective health insurance package
Opportunity to buy Philips shares and products with discount
Healthy work-life balance
We are looking for
Masters degree in Business or Engineering combined with 10+ years of relevant experience in customer services and service operations with track record of profitability target achievement
5+ years of experience in global shared services activities, implementation of customer service tools, mapping customer journey and service /project management
5+ years in improving services through LEAN, 6Sigma or equal
3+ years of demonstrated ability to influence and lead successfully in a complex, fast-paced, matrix- reporting, multi-cultural environment
3-5 years of direct people management involving change leadership
Deep listening, Customer Services process management & focuses on customers
Understands Technology/Software & Connectivity domains
Delivers on commitments, has strong communication skills & is adaptive, collaborative