Customer Experience Manager

2 giorni fa

Lazio, Italia Abbott Laboratories A tempo pieno

**_MAIN PURPOSE OF ROLE_**
Managing a team of Abbott Ambassadors and drives a value expansion and sales of products and solutions within the region by managing customer relationship, life cycle and experience.
**_ MAIN RESPONSIBILITIES_**
- Full revenue responsibility including forecasting and target performance achievement.
- Full operational and functional responsibility for a team of Abbott Ambassadors and Value Expansion
- Responsible to execute business development plan and sales plan to achieve revenue target higher profitability, higher sin-rates and higher share of wallet for existing customers
- Assist Ambassadors with contract negotiations, particularly with pricing/profitability policies
- Act as a trusted partner and adviser as main contact to customers
- Responsible for managing first line support and escalation through to resolution
- Responsible for adherence to customer contractual obligations
- Success in this role in measured by contract renewal rate, economic profitably per district, service level achievement, customer satisfactions score (NPS), and managed revenue.
- Service oriented - achieves exceptionally high levels of customer satisfaction by carefully analysing customer requirements and overcoming all hurdles to adapting product and service delivery to those requirements
**_ QUALIFICATIONS_**
**_ Education_**
Bachelors Degree
Biology or similar
**_ Experience/Background_**
Preferred experience in industry
Experience in Diagnostics industry; proven sales and customer service management leadership track record with a responsibility of at least 45MM

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