Job Information
Abbott Senior Manager Customer Experience - EMEAP (m/f/d) in Wiesbaden-Delkenheim, Germany
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
Strategically developing the CX & Customer Service footprint and architecture and ensure an ongoing smooth delivery of Service for our product.
Ensuring excellence in Run Operations of our multi-language service center hubs in cooperation with Senior Performance Management.
Setting up and managing programs and projects to execute with our Countries and 3rd Party Service Provider best-in-class service for Abbott Customers.
Driving and executing continuous changes of the customer experience journey with active cross-functional cooperations.
Establishing good relationship with central service provider and major internal Stakeholders from Countries and different Cross-Functional Departments (in-country, EMEAP and Global) to ensure excellence in service delivery.
Managing budget and contracts including forecasting and invoice verification
Serving as point of contact and counterpart for Procurement, Controlling, Quality, Privacy, Global CX and external BPO Supplier leadership.
Executing requirement definition in a team for IT, process changes or new solutions.
Required Qualifications & Skills
Post graduate diploma or University degree and/or adequate degree.
On-the-job business exposure with a minimum of 15 years work experience in a similar position.
Track record in consulting, customer experience, e-commerce, and supply chain in a growth environment.
Proven strategic management and organizational skills and ability to create and align strategy with senior management and different departments.
Outstanding expertise in supplier and budget management and experience in governance of large BPO networks, multi-site approaches with focus on performance improvement.
Track record in developing programs to develop and improve processes and quality along an omni-channel and digital retail customer journey.
Self-Driven – Entrepreneur with leadership experience and outstanding communication skills.
Ability to build structures and resourcing them well internally and externally.
Resilient and people orientated team-player who takes on accountability and excellent stakeholder management.
Fluent in English and other Language.
Travel up to 30%
Preferred Qualifications & Skills
Lean Management, Six Sigma and equivalent work experience is of advantage.
Experience in a b2c mass market environment with complex service provider delivery architecture is a plus.
Fluency in German is a plus.
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 www.abbott.com , on Facebook at www.facebook.com/Abbott
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