Customer Service Business Marketing Manager
Philips
Johannesburg
10d ago

Job Description

You will report to Head of Market Operations and the Health Systems lead. Your team will consist of Customer Service Account Managers reporting indirectly to you.

Your challenge

  • Responsible for the realization of the Market business objectives of Customer Services (OIT, Sales, Margin) and driving the downstream business execution.
  • The CS Business Manager ensures the creation and execution of the market Services AOP and Marketing plan aligned with key stakeholders within the commercial organization (Market Business Managers IS, US and PCCI and the Market Group CS Business Manager).
  • The CS Business Manager develops and drives the (professional) services business in the designated Market through our direct and indirect sales force and as part of Large scale projects.
  • The CS Business Manager works with Market business managers to ensure the full integration of the services business into equipment sales and supports the District Manager & Account Managers in planning and execution on sales opportunities (CS funnel management).
  • In this role, you have the opportunity to

  • Be responsible for deploying within the Market, the Customer Services (CS) pricing framework whilst working with Business Managers.
  • This includes discount and control mechanism to ensure compliance with CS price realization strategic objectives.

  • Be responsible for coordinating and deployment of CS and Business Unit (BU) related programs for Philips Lifecycle Solutions (PLS), Philips Technology Update (PTU) working with Market and District teams.
  • Be responsible for the development and positioning of CS in Large Scale Solution proposals ensuring there is appropriate target price realization, value positioning and insurances that we can deliver by identifying required enablers.
  • Define sales strategy and develop, implement and coordinate professional services plan for the Market, related districts and selected accounts.
  • Manage professional services and CS component in large scale projects to secure new business
  • Ensure full information exchange & activity alignment across all team members : Manage deal team for specific opportunitiesLine up partners to support specific projects, develop cooperation strategy and ensure feasible implementation
  • Develop and present individual business cases to Market management in case of important Go / No-Go decisions for customer projects
  • Provide business progress reports to Head of Operations and Health Systems Leader
  • Train District Manager, CS AM, Account Management and distributor partners ( practitioners ) on services portfolio and solution selling in cooperation with Global Philips.
  • Drive CS business reviews with Districts and distributor partners, whilst reporting on a regular basis, both upstream to Market, and downstream to District Manager, and define and execute corrective actions where necessary.
  • Analyse the CS business whilst working with Market Business Managers (market, customer and competition) as input for CS pricing and CS portfolio positioning
  • Identify, share and leverage best practices across the Market (in close cooperation with the Market Business Managers)
  • Ensure the execution of the services marketing plan aligned with Business Managers IS, US and MA&TC
  • Shape and execute the market Services Annual Operating Plan (AOP), and marketing plan,
  • Drive realization of the CS business objectives in close cooperation with the Market Business Managers
  • Drive knowledge transfer of services sales process & tooling to Market Business Managers
  • Develop & deploy the POS business strategy within the market working with Market BSM, market business managers and district managers.
  • Drive alignment between IS, PCCI and US in respect to Services from process, tooling and programs perspective
  • Responsible for CS price escalation management and discount authorization within framework working with market business managers
  • Provide all necessary services and product sales support for district account teams
  • Follow all relevant business and Q&R policies and procedures and when requested participate in reviews and follow-up actions
  • To succeed in this role, you should have the following skills and experience :

  • Degree level education or equivalent and post graduate level qualification of a masters
  • Experience in Customer Services
  • Knowledge of complex market / channel structures
  • Working experience in professional Services (from industry or as care provider)
  • In-depth knowledge and experience of modality / products desired
  • Experience with leading a cross functional team within an international matrix organization desired
  • Fluent in English, verbal and written in addition to local language
  • Comprehensive understanding of Customer Services business (products and processes)
  • Change Management skills and experience
  • Effective communication skills with the ability to interact effectively
  • Excellent interpersonal skills with the ability to interact effectively (and building bridges) in a cross functional team within an international matrix organization
  • Strong result orientation, ability to consistently meet and exceed goals. Capable of making commitments, setting priorities and driving execution of corrective actions
  • Strong analytical / problems solving skills
  • In return, we offer you a path towards your most rewarding career. Philips is growing its marketing capability enterprise wide.

    Succeeding in this market-based 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.

    Employment Equity

    The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

    Only apply for this role if you are a South African Citizen by birth or Naturalization prior to the 27 April 1994.

    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.

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