Customer Care Line Manager - Audio Video Multimedia

Philips Consumer Lifestyle offers rich, new consumer experiences that meet consumers' desire for wellness and pleasure, starting from our consumer insights and guided by our brand promise of Sense and Simplicity". We are a highly consumer driven organization looking at the individual's interests in terms of their Space, their Mind, their Body, and their Appearance.Philips Consumer Lifestyle is one of three market-driven sectors within Royal Philips Electronics, delivering lifestyle solutions for personal wellbeing. Consumer Lifestyle's headquarter is based in Amsterdam with its highly international workforce of approximately 25,000 employees spread over 50 countries with sales in more than 100 countries. Philips Consumer Lifestyle operates in the business activities TV, Audio and Video, Personal Care, Small Domestic Appliances, Mother & Child Care, Electronic Accessories and Professional & Business Solutions.Examples of our products are the Whole-fruit juicer, Swarovski encrusted headphones, Aurea ambilight television, Wake-up Light, arcitec shaver and the One-touch espresso machine. Philips Customer Service Organization insures delivery on commitments to consumers. Programs and operations designed to quickly, efficiently, and courteously address any issues that may arrise after purchase of our products Your Responsibilities: Activities: Service Scenario Planning, CoNQ Management and Improvement Projects within NAFTA for LOB Audio Video Multimedia.To develop and execute Consumer Care (CC) policies which support the global consumer care ways of working.To deliver all financial commitments (e.g.: IFO, Cash Flow and COO) for CC and quality related activities, as well as non financial targets such as Field Call Rates, Customer Satisfaction (NPS). Provide overview of performance realised against agreed upon KPI's and targets (BBSC) for all key stakeholders. Establish product quality processes delivering early warning feedback to the Business Unit/Categories and manufacturing entities, providing insight into technical product performance and non technical issues in order to drive Cost of Non Quality (CoNQ) to strategic targets. Prepare analysis of returns, (failure/non-failure) and communication of the information in order to enhance transparency and clarify around performance metrics (to include but not limited to, manufacturing sites, development teams, regional product management, and regional business teams) Your Profile: Other requirements: >3yrs business experience (service experience is preferred) University degree, Operational experience Industrial experience Multicultural experience Personal: 1 yr People management experience Ability to manage diverse scope, Attention to detail, Strong communicator (verbal and in writing). Energetic, dynamic; Inspiring. Knowledge of After Sales Services (or related areas) in the Consumer Electronics world. Contacts: Philips Notes Philips is an equal opportunity employer. Job ID: 53894 Apply here View all "Philips" jobs Learn more about Philips Send this Job to a Friend