JOB DESCRIPTION:

Senior Manager Customer Experience / Customer Service EMEAP (m/f/d)

Senior Manager Customer Experience / Customer Service EMEAP (location Wiesbaden)

This a critical role reporting to the Business Operations Director EMEAP. The role is located in Wiesbaden Headquarters (Frankfurt area) within the EMEAP Business Operations Team and requires excellent supplier management and leadership skills with strong understanding of customer service dynamics. 

A key responsibility of this role is to continuously develop and optimize our Customer Experience (CX) and Customer Service (CS) footprint, ensuring the seamless and consistent delivery of services for the FreeStyle Libre brand.

You will be expected to cultivate strong relationships with customer service providers, key internal stakeholders across our countries, and cross-functional representatives at the country, EMEAP, and global levels to ensure seamless collaboration and consistent excellence in service delivery.

A highly collaborative professional with a demonstrated history of success in international, high-growth environments. The individual will be self-driven, proactive, and wanting to make a difference by creating measurable value every day. They will possess the ability to balance customer-centricity with sound commercial judgment, while leveraging emerging technologies and innovation to elevate the customer journey, support operational excellence, and optimize service costs.

Join our exciting growth journey and play a key role in shaping the future of our service infrastructure, creating outstanding customer experiences.

Your job will have diversified tasks and is embedded in an international team.

Responsibilities:

• Strategically develop our CX & Customer Service footprint and architecture
• Set up and manage programs and projects to execute with our Countries and 3rd Party Service Providers best-in-class service for Abbott Customers.
• Drive continuous changes of the customer experience journey with active cross-functional cooperations
• Actively manage budget (incl. Forecasting, Planning, Invoice verification) and contracts
• Facilitates best-practice sharing and actively shapes strategic priorities and agendas.
• Partner with Senior Manager Performance Management  to ensure“Run Operations” excellence of our multi-language service center hubs with focus areas being training and supplier quality.
• Counterpart to internal teams: Procurement, Controlling, Quality, Privacy, Global CX and external BPO Supplier leadership.  Partner to our countries in EMEAP and their CX teams.
• Executes requirement definition in a team for IT, process changes or new CS solutions.
• Create routines with partners to look into data and execute needed changes accordingly

Your profile: 

• Post graduate diploma or University degree and/or adequate degree and on-the- job business exposure with a minimum of 15 years work experience in a similar position.
• Professional experience in BPO consulting, customer service, customer experience, e-commerce, supply chain in a growth environment
• Proven strategic management and organizational skills, with a demonstrated ability to develop and align strategies with senior leadership and cross-functional departments to drive business success.
• Expertise in supplier budget and contract management.
• Track record in change management in an international set up during hypergrowth
• Experience in governance of large BPO networks, multi-site approaches with  strong understanding of workforce management and performance improvement levers.
• Excellent leader with a proven ability to build and scale effective organizational structures, attract and develop talent, and lead high-performing teams in both direct and matrix environments.
• Track record in developing and implementing programs to define, optimize, and continuously improve processes and quality across omni-channel and digital customer journeys.
• Team-player who accepts accountability and enjoys connecting with people in an international team;
• Optimist with “can do” attitude
• Strong critical thinking skills and business acumen
• Self-Driven – Entrepreneur within the organization, with good stakeholder management skills
• Resilient and people orientated
• Outperformance evidence is a plus (can also be sports)
• Experience in a b2c mass market environment with complex service provider delivery architecture is a plus
• Lean Management, Six Sigma and equivalent work experience will be considered as an advantage, as well as experience of working in an international teams.
• Fluent in English is mandatory; German and other European language is a plus.
• Travel up to 40%

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

ADC Diabetes Care

        

LOCATION:

Germany > Wiesbaden-Delkenheim : G20

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 50 % of the Time

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable