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Consumer Engagement And Care Anz

Philips - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin


The Personal Health team is united in its mission to develop meaningful innovations that deliver on the real needs of people around the world. With a focus on health and well-being, Philips Personal Health products are used throughout the home, from the kitchen to the nursery, and from morning to night. Whether inspiring a sense of style with its award-winning Philips shaving and grooming products or helping parents feed their babies more naturally with its #1 mum recommended Philips AVENT baby bottle, we are continuously looking for new and better ways to deliver against the needs of families and individuals through insight-driven innovation, accelerated operational excellence, and by having the best people in the industry to lead the charge.

The Consumer Engagement and Care Manager for ANZ is responsible for delivering best in class consumer care and engagement experiences for Philips consumers across all channels. Within this role you will focus on driving exceptional consumer engagement and care, while working closely with key stakeholders, both within ANZ and across APAC.

Key Accountabilities include:

  • Responsibility for improving consumer experiences across consumer touch points including but not limited to contact center and service network;
  • Become the advocate of the district, including internal escalation and acting as a central point for collecting feedback and sharing it with wider business and all relevant stakeholders;
  • Become the go-to person in the district for Consumer Engagement & Care and link between district and regional/central teams to ensure that all activities/initiatives are successful;
  • Responsible for financial commitment for Consumer Engagement & Care;
  • Drive channel strategy, including a choice of touchpoint to support, based on local requirements and consumer trends;
  • Actively monitor and analyze consumer feedback including the various web data, call center feedback (phone, email and chat), the NPS questionnaire results, R&R and call back sessions to consumers in order to translate to actionable insights and improvements for the respective district;
  • Work closely with regional safety & quality manager in case of safety escalations/recall and ensures 100% escalations compliance including stakeholder management;
  • Work closely with Contact Centre to develop process with input and feedback for the district.

About you

  • Experience in Customer Service Management including management of digital channels and self service solutions.
  • Ideally tertiary level qualification in engineering or related discipline
  • Passion for the consumer / voice of the consumer capabilities. 
  • Ability to interpret and report on performance.
  • Strong analytical skills with the demonstrated ability to problem solve based on LEAN methodology

Our Offer

The work we do at Philips changes lives for the better. It's not just innovation for the sake of innovation. It's innovation for the sake of people. For us, it's about helping communities everywhere and addressing the big issues head on.

We offer a competitive salary, on-going training and development opportunities, outstanding benefits and flexibility in a career with a positive and supportive atmosphere in which to develop your talents further.

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 2.5 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.