Philips Customer Engagement Manager in Cambridge, Massachusetts
We welcome you to join Philips Global Customer Experience Center as a Customer Engagement Manager in our Cambridge, Massachusetts location.
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.
As the Customer Engagement Manager, you will further develop our 1st Customer Experience Center in continuing to drive our digitalization and interaction with customers.
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.
Company relocation benefits will not be provided for this position. Candidates need to live within commuting distance to our Cambridge location.
In this role, you have the opportunity to
Lead the Customer Engagement / Experiences through CEC activities
End responsible for the CEC visit programs, team and visit facilities, driving brand preference and reputation to position Philips as a Health and well-being company, including consistent brand preference across the BG's
Master the Health Continuum content and convey it towards customers clearly engaging with overall Philips strategy
Drives the health continuum and solution selling strategy by providing extraordinary and seamless customer experiences
Manage the operations, hospitality, and relationships with internal and external customers, working closely with the planning department
End responsible for all executed customer experience programs to the CEC facilities, driving consistent customer satisfaction measured via NPS
Continuously improve the daily operations of the customer experience organization following the LEAN principles
Create a customer centric organization by training and developing the CEC staff towards customer engagement experts and solution focused / consultative selling enablers along the Health spaces
Stakeholders management - Promoting the CEC throughout the organization and stakeholders
Leverage the customer interaction capabilities and support delivered to the market organizations
Promote the CEC’s capability and drive maximum attendance in the markets, with a focus on c-level solutions customers and large-scale projects
Collaborate with innovative labs, co-create teams, Philips museum, manufacturing, and customers sites to deliver a holistic Philips proposition turned to the attendee’s specific persona and needs
Grow the customer business opportunity and likelihood to buy, by understanding the customer needs and reinforcing our broad capability/expertise across the health continuum through real customer stories, and solution demonstrations that deliver on the quadruple aim
To succeed in this role, you should have the following capabilities, competencies, and experience
Bachelor’s degree - Business degree preferred
Customer centric orientation
Clinical background is a strong advantage
Medical sales background experience
Excellent communication and presentations skills
Savvy in engaging customers groups
Excellent problem resolution skills/attitude, along with outstanding communication and active listening skills
Highly responsible and reliable with a professional presentation
Enthusiastic/enjoy can do attitude
Well-structured and organized - strong project management experience
Technology savvy, comfortable running digital customer engagement experience
Able to work flexible hours when necessary
In return, we offer you
A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
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
Find out more info about Philips at www.philips.com/na/careers
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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