Job Title: Consumer Care Manager

Location:

HK

About the role:

Do you have a passion for representing the voices of consumers and driving an exceptional consumer experience after sales? This is a fantastic opportunity to make a real impact and ensure that our customers are delighted with their journey even after the purchase?

The impact you’ll make:

•   Develops strategy, tactics and manages operations for all Consumer Engagement and Operations activities across Philips Home Appliances
•   Enables Hong Kong/ Macau market to grow consumer engagement, and improve consumer experiences at both online and offline channels at competitive cost
•   Prepares and manages consumer care resource models with outsourced support centres and digital/ social media agencies
•   Provides leadership to outsourced support teams, develops people and skills strategy across outsourced teams
•   Manages performance of Service & Web-Support NPS, Cost of Non Quality, Cost of Organization targets and the enablement agendas
•   Makes quality assessments, process consumer feedback and ensure consumer needs are met
•   Handles consumer compliant escalations
•   Handles local approbation and act as a key contact in the commercial organization with EMSD and other relevant government departments, and Consumer Council, etc.
•   Provides management coaching and support to commercial supply chain management team

The skills and knowledge you’ll bring:

•   Develops strategy, tactics and manages operations for all Consumer Engagement and Operations activities across Philips Home Appliances
•   Enables Hong Kong/ Macau market to grow consumer engagement, and improve consumer experiences at both online and offline channels at competitive cost
•   Prepares and manages consumer care resource models with outsourced support centres and digital/ social media agencies
•   Provides leadership to outsourced support teams, develops people and skills strategy across outsourced teams
•   Manages performance of Service & Web-Support NPS, Cost of Non Quality, Cost of Organization targets and the enablement agendas
•   Makes quality assessments, process consumer feedback and ensure consumer needs are met
•   Handles consumer compliant escalations
•   Handles local approbation and act as a key contact in the commercial organization with EMSD and other relevant government departments, and Consumer Council, etc.
•   Provides management coaching and support to commercial supply chain management team

What we’ll give you in return:

•   5-day work week
•   Competitive remuneration, with discretionary performance bonus
•   Top up employer’s MPF voluntary contribution
•   Medical benefits covering spouse and children
•   Employee purchase discount

Ready to make an impact?

From developing game-changing air fryers to perfecting the art of coffee making, Versuni’s purpose is turning houses into homes — and we’re calling on your talent to bring it to life. Join our global team of 6,000+ passionate individuals, work with world-class brands, and shape the future of home living. We’re ready for you — are you ready for us?