Customer Experience Manager

Job description

JOB DESCRIPTION:About Abbott Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology. Diagnostics We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people. Primary functions: Customer Experience Manager applies scientific knowledge, experience and ingenuity to determine execution strategy for Customer Experience Organization for the District and Territories. Responsibilities/ Objectives: Full operational and functional responsibility for a team of Ambassadors in the district Responsible to execute the business development plan, value expansion plan and sales plan to achieve revenue targets, higher profitability. Higher retention rates and higher share of wallet for existing customer base. Assist Ambassadors with growing the business, adding assays, ensuring contract compliance, and conducting business reviews with emphasis on pricing/profitability policies. Act as a trusted partner for all customers and develop and maintain relationships with all key accounts in the district. Responsible for managing and delivery of first line service support and escalations through to resolution. Responsible for Abbott adherence to customers contractual obligations and customer adherence to their contractual commitments. Implementation of the Abbott customer experience standardized trainings, processes, procedures and reporting in the District Success in this role and in the District is measured by business retention – contract renewal rate, economic profitability EP, Service Level (SLA) achievement, customer satisfaction and loyalty NPS scores, and sales revenues. Requirements University Degree or preferably advanced degree ideally in medical technology, Life Sciences or Business. Minimum of 5 years of management experience Minimum of 5 years proven track record in the Diagnostics Industry with an emphasis on managing say to day sales or service, menu expansion and profitability English proficiency, additional languages are advantageous Successful engagement with customers specifically senior management and key stakeholders Working Healthcare and diagnostics industry knowledge that includes the following: - changing market dynamics, key competitors, terminology, challenges and regulations Strong selling and relationship building skills Strong communication skills Ability to identify and drive resolution of issues Long term strategic focus on accounts Pragmatic and balanced approach to management combining strategic planning, operational excellence and flawless execution. Team oriented – builds strong relationships at every level of the organization and is a strong motivator who knows how to influence and get others to consistently do their best work. Overcomes barriers within own organization, peer organization and virtual organization Collaborative management style and disposition and is capable of working in a matrix organization with a strong culture of virtual working teams. Apply Now Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. The base pay for this position is N/AIn specific locations, the pay range may vary from the range posted. JOB FAMILY:Sales Force DIVISION:CRLB Core Lab LOCATION:Singapore > Singapore : DUO Tower ADDITIONAL LOCATIONS: WORK SHIFT:Standard TRAVEL:Yes, 10 % of the Time MEDICAL SURVEILLANCE:Not Applicable SIGNIFICANT WORK ACTIVITIES:Not Applicable