Digital Customer Experience Manager - Germany (m/f/d)
Location
Delkenheim, Wiesbaden | Germany
Job description
Digital Customer Experience Manager – Germany (m/f/d) page is loaded
Digital Customer Experience Manager – Germany (m/f/d)
Apply locations Germany - Wiesbaden-Delkenheim time type Full time posted on Posted 2 Days Ago job requisition id 31079954
JOB DESCRIPTION:
About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
In Germany, Abbott has more than 3,000 employees working in manufacturing, research and development, logistics, sales, and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena, and Hamburg.
The Opportunity
This position works out of our location in Wiesbaden (Abbott GmbH) in the Abbott Diabetes Care division that is focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions.
What You’ll Do
- Creating and establishing a consistent customer journey in collaboration with the commercial, E-commerce, insights, and other functional teams.
- Executing requirement definitions and priority setting on a program level and act as business partner in large complex program.
- Managing external 3rd party customer service teams in consideration of quality policies.
- Leading and coordinating the internal customer service team including hands-on involvement in all aspects of customer service.
- Improving customer satisfaction levels and identifying and closing performance gaps.
- Analysing and improving existing processes and implementing new processes if appropriate.
- Optimizing customer journey and collaborating with local and global team to implement.
- Participating in innovation and change projects with different functional teams.
- Improving customer service and documentation quality by evaluating, analysing, and re-designing processes.
- Supporting continuous improvement in collaboration with internal and global customer experience teams.
Required Qualifications & Skills
- Post graduate diploma or University degree and/or adequate degree and on-the-job business exposure.
- At least 5-7 years’ experience in one of the following industries: medical devices/pharma, e-commerce, or payer.
- Experience of managing large scale program in global or local set up.
- Experience in customer service and leading large scale customer service teams.
- Experience in B2C and B2B Business Model.
- Excellent organisational skills and attention to detail.
- Strong problem-solving and practical computer skills.
- Fluency in German and English.
Preferred Qualifications & Skills
- MBA or equivalent post graduate diploma.
- International exposure through education and work within an international corporation.
- Previous experience or exposure to IT industry (E-commerce, Salesforce etc.) and working with international teams.
Working at Abbott
At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to:
- Career development with an international company where you can grow the career you dream of.
- An attractive benefits package (e.g., attractive Abbott Pension Plan, a company bike, employee stock purchase program)
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
- A challenging position in a fast-growing crisis independent industry
- Become part of a dynamic, highly educated, highly skilled, and motivated team
- Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication
- A Multi-national environment, where we foster the development of our talents within the enterprise
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned.
Connect with us at , on Facebook at
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:
No
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Not Applicable
About Us
Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.
The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.
We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.
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