Job Information
Abbott (Associate) Customer Experience Director in Beijing, China
LOCATION:
Beijing/Shenyang/Shandong
MAJOR RESPONSIBILITIES:
Establish and drive the Customer Experience organization to improve profitability of base business, ensure customer satisfaction and retention, and ensure renewal rate
Lead and manage a team of Customer Experience Managers
Work with District Customer Experience Managers to ensure focus and direction
Collaborate with District Customer Experience Managers to define and plan execution of account plans
Review progress on key milestones in account plans
Coach District Customer Experience Managers on strategic and tactical areas (e.g. leading internal teams)
Provide leadership and development coaching for Customer Experience Managers
Assist District Customer Experience Managers with contract negotiations, particularly with pricing/profitability policies
Financial responsibility and management of base business for the region
Establish account assignments and quotas which fairly allocate revenue potential
Conduct Customer Experience Managers performance appraisals
Interview and hire Customer Experience Managers
Meet with District Customer Experience Managers regularly to discuss upcoming opportunities
Drive standardization and harmonization of tools and processes across the region
Support with talent acquisition, coaching, mentoring and establishing training programs to meet customer experience requirements in different markets
REQUIREMENTS:
Executive level business experience and financial acumen
Comprehensive management of strategic accounts
Strong understanding of key stakeholders and customer dynamics
Proven experience managing large cross-functional teams
Track Record in Customer Service Management and Sales
Track record of effectively recruiting, coaching and mentoring top selling talent, keep team balance performing
Negotiation, critical thinking and problem solving skills
Experience in healthcare / diagnostics industry (preferred)
Advanced degree (preferred)
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email corpjat@abbott.com