Customer Engagement Manager
4 weeks ago
At Abbott, we're committed to delivering a best-in-class customer experience through a leading digital ecosystem that's personalized and builds trust across all of our channels.
The healthcare landscape has dramatically evolved in recent years, and consumers now expect to have more control over their information and care decisions in a personalized and accessible environment. To succeed in this space, it's essential that we create a unified, consistent, and best-in-class customer experience.
As a Customer Engagement Manager, you'll be responsible for executing the customer engagement strategy for your assigned area in alignment with our Global Customer Experience (GCX) strategy and business priorities. You'll work closely with global and area management teams to drive initiatives that support a customer-centric culture throughout the organization.
Key responsibilities include:
- Executing the customer engagement strategy for assigned areas in alignment with GCX strategy and area business priorities.
- Partnering with regional and country stakeholders to enhance ways of working and translate upfront business needs into GCX solutions.
- Working cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience and engagement in assigned areas.
- Engaging in agile ways of working and partnering with Global Business Solutions Managers and Global Product Owners to rapidly prototype, test, and learn pilot solutions and services.
- Executing omni-channel customer engagement go-to-market for assigned areas, including workshops to co-create customer experience processes, journey maps, solution/service blueprints, and cross-functional ways of working.
- Collaborating with global and area stakeholders to innovate new digital solutions that continue to elevate customer engagement.
- Working with Analytics teams to identify trends and monitor the business impact and performance of proposed solutions and services.
Qualifications and skills include:
- Bachelor's degree in business, integrated marketing, information management, information technology, or other related fields.
- Minimum 8 years of experience in marketing, CRM, customer experience, or customer service, leading large-scale transformation initiatives and successful change management experience.
- Business-focused and committed to delivering clear business outcomes, a customer-focused acumen, and growth mindset.
- Experience in relevant customer experience and customer care best practices and engagement tools is an advantage.
- Effective influencing skills in an environment where resources may not be in direct control of the role and proven ability to engage stakeholders across different levels of the organization.
- Excellent communication skills in English and proficiency in a second language preferred but not required.
- Ability to collaborate effectively with senior stakeholders.
- Experience working in countries/regions and good understanding of local needs.
- Flexibility to work across multiple time zones and non-traditional work hours.
- Travel up to 30-50% will be required.
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