Customer Engagement Manager
3 days ago
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in medical devices, diagnostics, nutrition, and branded generic medicines. Our goal is to improve the lives of more than 3 billion people by decade's end – reaching 1 billion more than we do today, each year. Our 113,000 colleagues serve people in more than 160 countries.
About the Position:
The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. In order to be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels.
Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With revenue of > $5B in 2023, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes.
As Customer Engagement Manager, this position reports to the Customer Engagement Director, Global Customer Experience. The goal of GCX is a unified, consistent, and best-in-class customer experience. This position is responsible to execute the customer engagement activities for their assigned region in alignment with GCX strategy and business priorities. The goal is to execute, initiate and contribute to customer engagement activities across the customer experience blueprint and signature moments leading to increased customer acquisition and retention. This position will drive initiatives to support a customer-centric culture throughout the area by working closely with global & area management and operational teams.
Key Responsibilities
Execute the customer engagement strategy for assigned area in alignment with the GCX strategy and area business priorities.
Be the advocate of area’s needs ensuring that needs are well articulated during intake & discovery process and GCX solutions are delivering value to address business priorities.
Partner with regional/country stakeholders including Marketing, IT/BTS, Customer Service Operations, Regulatory, Legal, Privacy and Compliance to enhance ways of working, translate upfront business needs and implementation of GCX country/regional GXI pilot/and or prototype programs.
Work cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience and engagement in assigned areas.
Engage in agile ways of working and partner with Global Business Solutions Managers & Global Product Owners in the rapid prototyping, testing & learning of pilot solution/service in assigned area.
Execute omni-channel customer engagement go-to-market for assigned area, including workshops to co-create customer experience processes, journey maps, solution/service blueprints, and cross-functional ways of working ensuring insights-based customer-centricity drives decision-making.
Collaborate with global/area stakeholders to innovate new digital solutions that continue to elevate customer engagement.
Work with Analytics teams to identify trends and monitor the business impact and performance of proposed solutions/services specifically targeted at signature moments, in terms of acquisition and retention, impact to NPS etc. to continuously improve customer experience and engagement.
Qualification & Skills
Bachelor’s degree in business, Integrated Marketing, Information Management, Information Technology, or other like degrees. MBA or Advanced degree preferred.
Minimum 8 years of experience including 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 & engagement tools is of advantage.
Effective influencing skills in environment where resources may not be in direct control of role and proven ability in engaging stakeholders across different levels of the organization.
Excellent communication skills in English and proficiency in a second language preferred but not a must.
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.
Working At Abbott
At Abbott, you can have a good job that can grow into a great career. We offer:
Training and career development, with onboarding programs for new employees and tuition assistance.
Financial security through competitive compensation, incentives and retirement plans
Health care and well-being programs including medical, dental, vision, wellness and occupational health
Paid time off.
xxx retirement savings with a generous company match.
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