JOB DESCRIPTION:
Job Title:
Regional Customer Experience Manager
JOB INFORMATION
Reports To:National Sales Manager ORGANIZATION
Job Family:Sales
Job Sub-Family:Sales
Division:Abbott Diagnostics Division
JOB SUMMARY
Manage stakeholder relationships with executives’ customer accounts, Regional Director and Technical Service Director.
Key Linkage with Field Service, Marketing, Finance, Enterprise / Acquisition.
Responsible for determining execution strategy for Customer Experience Organization for the region.
CORE JOB RESPONSIBILITIES
•Full Revenue Responsibility for a region including planning, forecasting and target performance achievement
•Full operational and functional responsibility for a team of 8 – 15 Ambassadors and 1 Value Expansion Representative 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 and Value Expansion Representative 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 region is measured by business retention – contract renewal rate, economic profitability EP, Service Level (SLA)
Revision Achievement, customer satisfaction and loyalty NPS scores, and sales revenues
Knowledge, Skills and Abilities
•Proven Sales and or Customer Service Management leadership track record - With a responsibility of managing and delivering regional sales .
•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
•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
•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
•Ideal candidate has a collaborative management style and disposition and is capable of working in a matrix organization with a strong culture of virtual working teams
•Service orientated p achieves exceptional levels of customer satisfaction by understanding customers’ needs and overcoming all hurdles and adapting product and service delivery to meet those requirements
•This position requires the willingness and ability to travel on a frequent basis up to 4 days per week
•Candidates must be fluent in local language and English, additional languages are advantageous
•University Degree or preferably advanced degree ideally in medical technology, Life Sciences or Business
Key Performance Metrics
•Country Sales & Margin
•100% renewal rate of profitable business
•Service Cost per Instrument
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Sales Force
DIVISION:CRLB Core Lab
LOCATION:India > Mumbai : BKC Building
ADDITIONAL LOCATIONS:
WORK SHIFT:Standard
TRAVEL:Not specified
MEDICAL SURVEILLANCE:Not Applicable
SIGNIFICANT WORK ACTIVITIES:Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)
