• Delivers excellent experiences to consumers whenever and wherever they need support with our products and services, including online stores. 
• Supervises outsourced service centres (incl social media engagement) and providers for service parts, repair, refurbishment and reverse logistics.
• Provides timely responses to consumers. Represents the Voice of the Consumer and facilitates related learning for full Philips Home Appliances.
• Operates the supply chain in the market, including Supply & Operational Planning/ Excellence (Demand, inventory, fulfillment and order management), warehousing and downstream logistics

The Impact you’ll make

Consumer Care

• Develops strategy, tactics and manages operations for all Consumer Engagement and Operations activities across Versuni
• 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
• Handle local approbation and act as a key contact in the commercial organization with EMSD and other relevant government departments, and Consumer Council, etc.,  

Market Supply Chain Management

• Dual role to oversees Hong Kong commercial supply chain activities to deliver the business goals:
  • Responsible for formulating and executing the commercial supply chain processes for Hong Kong/ Macau market
  • Leads and coordinates initiatives and activities to achieve optimum integrated supply chain management in Hong Kong/ Macau market
  • Manages commercial supply chain management team (demand planning, order processing)
  • Manages outsourced third party logistics vendors

The Skills and Knowledge you’ll bring

• 8 years solid expertise in commercial consumer care, experience in electrical appliances industry preferred
• Bachelor degree or above, preferably in business administration
• Proven knowledge in consumer engagement and operations and digital social care
• Strong commercial orientation, collaboration, entrepreneurial spirit
• Experience in working with outsourced partners, relationship management
• Strong analytical skills with demonstrated ability in performance evaluation and problem solving, process improvement
• Knowledge and/ or experience in commercial supply chain and logistics/ warehouse management with outsourced partners
• Fluent in written and spoken Chinese (Cantonese and Putonghua) and English is a must 
• Less experience high potential applicants will be considered as Assistant Manager, Consumer Care

Your Benefits

• 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 

About us

Versuni designs, manufactures and sells market leading products under the well-known brands Philips, Saeco, Gaggia, Preethi, Philips Walita, L'OR Barista and Senseo. We do this with the simple yet powerful purpose of turning houses into homes.

We are proud of the products we make. As a leading player in domestic appliances, we offer sustainable products across kitchen appliances, coffee, air, garment, and home care. Our company is headquartered in The Netherlands, and has innovation, manufacturing, and commercial centers across the globe, with presence in over 100 countries. We employ 7,000 talented people who bring innovation to our customers.

We create a great place to work for those who share our passion, with high-performing teams as diverse as the homes we care for. We have big plans for 2024 and beyond, further driving innovation and growth within our global markets. What we need to achieve this are like-minded individuals who are determined to take their careers to the next level. 

We have been 100% carbon neutral in our operations since 2020, but this is just the start of our plan. We know everything we use today will affect the planet tomorrow. For the past century, we've innovated to make products faster, better, and more energy efficient. A better future is possible with a plan that’s built to last.