Job Description

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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 opportunities

  • Line 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 professio

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