Abbott Customer Experience Program Manager, EMEAP (m/f) in Wiesbaden, Germany

JOB DESCRIPTION:

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

In Germany, Abbott has approximately 2,700 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 and Witten. St. Jude Medical is now Abbott.

Abbott Diabetes Care (ADC) is looking for a Customer Experience (CE) Program Manager EMEAP (m/f) based in Wiesbaden. The position holder sets up and manages programs and projects to execute with our Countries and 3rd Party Service Provider best-in-class service for Abbott Customers in our Abbott Diabetes Care division and its new business model for the region. Her/His focus will be FreeStyle Libre, a breakthrough technology of Flash Glucose Monitoring in the Diabetes Healthcare market. Freestyle Libre is directly available for clients/patients only on our web-shops. Patients pay for it themselves or they are reimbursement by healthcare authorities.

Responsibilities: Execute on EMEAP CE initiatives:

  • Coordinate the run operation of our multi-language service center hubs and support the Associate Director Business Operations EMEAP in supplier governance

  • Lead outsourced existing customer service during a period of massive growth in a direct to patient environment

  • Drive continous improvements in planning, daily operations, messaging, process landscape and training,

  • Execute requirement definition in a team and project management for CE improvement projects. Such as:

  • Service differentiation

  • Automation

  • Self-Service

  • Improve our messaging and training

  • Operations excellence

  • Ongoing quality improvements

  • Contact scripts

  • Quality procedures

  • Initiate and drive projects to achieve customer satisfaction in all Marketing and Commercial areas

  • Investigate any service level discrepancies and takes corrective action to ensure continuous process improvement

  • Build and maintain strong cooperation with External 3rd Parties and Countries

  • Analyze and improve all aspects of customer-experience/journey to ensure and increase customer satisfaction through dashboards, KPI’s, etc.

  • Analyze and improve existing processes and implement new (smart and lean) processes if and where appropriate

  • Maintain customer satisfaction levels by providing problem-solving resources and root-cause analysis

Qualifications:

  • Post graduate diploma or University degree and/or adequate degree and on-the- job business exposure

  • 8 years of work experience required

  • Experienced in service provider governance

  • Action and solution-oriented; self-driven and proactive

  • Proven project management and organizational skills

  • Crossfunctional player by heart with broad experience or interest: Commerce, Marketing, Service, IT

  • Keen awareness and adherence to timelines

  • Team-player who takes on accountability and enjoys connecting with people in an international team

  • Excellent communicator

  • Track record in developing programs to develop and improve processes and quality along an omni-channel / digital retail customer journey.

  • Ability to document business requirements and qualify and quantify their effects

  • Strong analytical skills

  • Experience in a B2C mass market environment or omni-channel retail is a plus

  • Experience in use of Salesforce CRM or similar products is a plus

  • Fluent in German and English; other European language is a plus.

  • Travel up to 40%

Abbott Germany has a range and variety of jobs on offer in a positive and dynamic environment that allows you to maintain a healthy work-life balance. We provide development opportunities as part of our comprehensive Talent Management Program. Your contribution to the company’s success will be rewarded with a competitive salary package. We offer comprehensive benefits to suit the lifestyles of all our employees, from a retirement plan that is far above market average, a save-as-you-earn program, to educational scholarships for children, and health management initiatives for staff and their dependents.

JOB FAMILY:

Customer Service

DIVISION:

ADC Diabetes Care

LOCATION:

Germany > Wiesbaden-Delkenheim : G02

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 25 % of the Time

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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