JOB DESCRIPTION Job TitleVoice of the Consumer & Marketing Planning SpecialistJob DescriptionVoice of the Consumer & Marketing Planning SpecialistThe Voice of the Consumer (VOC) and Marketing Planning Specialist is responsible for analysing VOC data to gather customer feedback and drive action through insights, creating a culture of customer obsession throughout JAPAC, as well as coordinating operations to drive excellence.Specifically, Voice of the Consumer responsibility is to gather, utilize and amplify consumer feedback through our state-of-the-art NPS and Experience Surveying program and Ratings and Reviews end-to-end program.
The Marketing Planning responsibility is to coordinate the annual planning drumbeat between JAPAC & the Region, MCoE, SCoE and the Marketing team operationsYour Role:Analyse VOC insights via NPS, R&R, Social and other forms of consumer feedback along with industry, and competitive learnings.Shares actionable insights and recommendations to market stakeholders across engagement & care and broader local market organizationPartner with stakeholders across the organization to develop customer experience improvement initiatives and activates action owners to drive actionsDrives R&R & NPS DMB (including D2B, D2C and Marketplace)Owner of technical tooling for Voice of the Consumer (Medallia, Wonderflow)Drives connection and processes between Marketing and Customer Care teamAccountable for budgeting consumer experience vs. contact (inc.
Contact Centre and Social Care)Drive Brand Strength cross the ZoneCoordination of the annual planning drumbeat between JAPAC & the Region, MCoE, SCoECoordination of the Marketing / Digital and Product meeting coordinationCoordination of consumer Immersions programsSupport Marketing & Digital DMB & KPI with action planSupport Problem Solving exercises across Marketing and Digital teamsConducts ad hoc in-depth analyses on specific topics to facilitate problem solving.Tracks recommendations made and acted upon resulting in concrete business results.Lead point of contact for Global CoE Team of R&R & NPSYou're likely the right fit if you possess: Bachelor's or Masters Degree or comparable practical experience Minimum 4 years of marketing experience Passion for the consumer / voice of the consumer capabilities.
Ability to interpret and report on performance.
Good analytical skills with the demonstrated ability to problem solveDigital savvy - open-minded to the role of new technologiesStrong organizational and project management skills.
Able to and communicate ideas at various levels within the companyBusiness English fluencyHow we work togetherWe believe that we are better together than apart.
For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company's facilities.
Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.About PhilipsWe are a health technology company.
We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve.
Do the work of your life to help the lives of others.· Learn more about our business .· Discover our rich and exciting history .· Learn more about our purpose .If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply.
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