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Philips

Consumer Experience Manager, Philips Domestic Appliances - Stamford CT

Darien, CT

Job Title

Consumer Experience Manager, Philips Domestic Appliances - Stamford CT

Job Description

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Build brand love by creating an engaging end-to-end consumer experience in conjunction with Marketing and Sales. This role will take the consumer experience to the next level by immersing yourself in all of the consumer touchpoints and uncovering new insights to deepen consumers brand connection.

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In this role you collaborate with external partners, e.g. contact center, repair and refurb providers.

You are responsible for
  • 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.
  • Collaborate with external partners for repairs, refurbishment and contact center support
  • Surface insights from our community (NPS, Social Listening, Call Center transcripts) to help inform content and business decisions and escalate information to key stakeholders
  • 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
  • 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 language.
  • 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
  • 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
  • Select and manage the performance of repair and refurbishment partners
  • Ensure service parts are available for repair partners, and consumer replaceable parts are available for consumers

To succeed in this role, you should have the following skills and experience:
  • 3+ years of consumer care management experience; electronics, domestic appliances categories a plus
  • BS/BA required, in Communications or Marketing preferred
  • Must be up-to-date on digital technology trends
  • Vendor selection and vendor performance management
  • Experience in distilling and articulating complex data analysis to clear, easy to implement actions
  • Ability to influence key stakeholders to implement recommendations
  • Eagerness for contributing to business outcomes and continuous improvement
  • 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 take your career to the next level in a world leading organization that is backed by a stable 120-year legacy of innovation. At Philips you'll go as far and as wide as you aspire. We make sure of it through support of a formal development planning process, as well as countless opportunities to expand your knowledge and skill set through resources such as the Learning@Philips program, tuition reimbursement and mentor relationships.

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.

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 888-367-7223, option 5, for assistance.
Equal Employment and Opportunity Employer/Disabled/Veteran

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Job ID: Philips-PHILUS373186ENNA
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • HSA
    • HSA With Employer Contribution
    • Fitness Subsidies
    • Pet Insurance
    • Mental Health Benefits
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Casual Dress
    • Snacks
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
    • Summer Fridays
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Performance Bonus
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)
    • Woman founded/led
    • Black founded/led
    • Latinx founded/led
    • Asian founded/led
    • LGBTQ+ founded/led
    • Veteran founded/led

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