Customer Experience Manager Lazio

Customer Experience Manager
Roma
Lazio, Lazio

_MAIN PURPOSE OF ROLE_

Managing a team of Abbott Ambassadors and drives a value expansion and sales of products and solutions within the region by managing customer relationship, life cycle and experience.

**_ MAIN RESPONSIBILITIES_

- Full revenue responsibility including forecasting and target performance achievement.

- Full operational and functional responsibility for a team of Abbott Ambassadors and Value Expansion

- Responsible to execute business development plan and sales plan to achieve revenue target higher profitability, higher sin-rates and higher share of wallet for existing customers

- Assist Ambassadors with contract negotiations, particularly with pricing/profitability policies

- Act as a trusted partner and adviser as main contact to customers

- Responsible for managing first line support and escalation through to resolution

- Responsible for adherence to customer contractual obligations

- Success in this role in measured by contract renewal rate, economic profitably per district, service level achievement, customer satisfactions score (NPS), and managed revenue.

- Service oriented - achieves exceptionally high levels of customer satisfaction by carefully analysing customer requirements and overcoming all hurdles to adapting product and service delivery to those requirements

**_ QUALIFICATIONS_

**_ Education_

Bachelors Degree

Biology or similar

**_ Experience/Background_

Preferred experience in industry

Experience in Diagnostics industry; proven sales and customer service management leadership track record with a responsibility of at least 45MM