Philips

Job Title

Digital Customer Nurture Platform SME

Job Description

You are a leading subject matter expert in our digital marketing technology platforms within the Customer Nurture capability. You will be responsible for working closely with platform users across our Businesses and Regions to provide support and enablement to help users achieve the maximum benefit and business impact. Platforms critical to the scope of this role include Eloqua, Seismic, LinkedIn Sales Navigator, and Demandbase. As a leading expert on the team, you will also proactively provide recommendations for platform enhancements to deliver increased value. In addition to end users, you will also partner closely with the various digital capability teams in the Digital Center of Excellence to create an integrated and unified approach to platform enablement and excellence.

Your role (specific resonsibilities):

• Build and foster an internal user community of subject matter experts (SMEs) in digital customer nurture across businesses and regions, and drive operational excellence through best practice sharing and capability building within the community
• Serve as the primary subject matter expert in customer nurture from a process and tooling perspective
• Partner closely with the Campaign Activation Capability Manager to influence and support execution our Customer Nurture platform enablement roadmap
• Proactively educate the organization about the importance of proper digital customer nurture standards and best practices and the benefits/efficiencies it brings when fully utilized
• Lead training and provide enablement of our digital customer nurture tools, platforms, and processes across our global internal user base for all Philips Health Systems businesses and regions
• Ensure all digital content guidance and processes - existing and new - are adequately documented, and users are appropriately trained with access to key resources such as playbooks and guides, that enable success. This includes onboarding support for new users.
• Analyze content platforms frequently for proper usage habits and measure effectiveness via KPI tracking. Develop mitigation plans to address usage gaps when they arise.

You're the right fit if:

• A Bachelor’s degree in marketing, communications, related field and minimum of 5 years of experience in digital customer nurture. Experience working in healthcare or other a highly regulated industry preferred.
• Experience working with digital technology and platforms in the areas of Marketing Automation, Sales Enablement, and Account Based Marketing.
• Experience developing and facilitating hands-on digital trainings that are engaging and effective. As well as training and enablement skills, including developing training plans and documentation, running interactive workshops, and knowledge sharing expertise.
• Experience utilizing AI tools a plus.
• Digital customer nurture expertise, including best practices as well as deep knowledge of the interdependencies between customer account strategy and effective nurture programs.
• Strong stakeholder management skills, with the ability to communicate complex technical concepts to a non-technical audience. Ability to effectively document business needs and turn them into technical requirements that are detailed and clear.
• Self-starter, strategic thinker, and creative mindset that brings a fresh perspective for driving innovation with technology stack.
• Proactive approach to analyze operational/internal processes and identify opportunities for improvement, particularly in the digital domain.
• Agile approach to problem solving and ability to pivot quickly. Comfortable working across teams and moving initiatives forward within a complex organizational structure, and highly organized and disciplined.

How we work together

We believe that we are better together than apart. This role is an office-based role which means working in-person at least 3 days per week.

About Philips

We 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. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here.

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