Abbott Customer Experience Manager in Ho Chi Minh City, Vietnam

JOB DESCRIPTION:

Responsibilities/ Objectives:

  • Full operational and functional responsibility for a team of 8 – 15 Ambassadors and 1 Value Expansion Representative in the district

  • Responsible to execute the business development plan, value expansion plan and sales plan to achieve revenue targets, higher profitability. Higher retention rates and higher share of wallet for existing customer base

  • Assist Ambassadors and Value Expansion Representative with growing the business, adding assays, ensuring contract compliance, and conducting business reviews with emphasis on pricing/profitability policies

  • Act as a trusted partner for all customers and develop and maintain relationships with all key accounts in the district.

  • Responsible for managing and delivery of first line service support and escalations through to resolution

  • Responsible for Abbott adherence to customers contractual obligations and customer adherence to their contractual commitments

  • Implementation of the Abbott customer experience standardized trainings, processes, procedures and reporting in the District

  • Success in this role and in the District is measured by business retention – contract renewal rate, economic profitability EP, Service Level (SLA) achievement, customer satisfaction and loyalty NPS scores, and sales revenues.

Education:

  • University Degree or preferably advanced degree ideally in medical technology, Life Sciences or Business.

Background and Experiences:

  • Minimum of 5 years proven track record in the Diagnostics Industry with an emphasis on managing say to day sales or service, menu expansion and profitability

  • English proficiency, additional languages are advantageous

  • Successful engagement with customers specifically senior management and key stakeholders

  • Working Healthcare and diagnostics industry knowledge

  • Strong selling and relationship building skills

  • Strong communication skills

  • Ability to identify and drive resolution of issues

  • Long term strategic focus on accounts

  • Pragmatic and balanced approach to management combining strategic planning, operational excellence and flawless execution.

  • Service orientated behavior to achieve exceptional levels of customer satisfaction by understanding customer needs and overcoming all hurdles and adapting product and service delivery to meet those requirements

  • This position requires the willingness and ability to travel on a frequent basis up to 4 days per week

JOB FAMILY:

Sales Force

DIVISION:

ADD Diagnostics

LOCATION:

Vietnam > Ho Chi Minh City : Me Linh Point Tower

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Not Applicable

Abbott is about the power of health. For more than 125 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 150 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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