Customer Experience Director- Abbott Diagnostics (Mississauga)
Mississauga, Ontario , Canada
17h ago


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, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Status : Regular, Full Time

Position Overview :

  • The Regional Customer Experience Director determines execution strategy and tactical plans for maintaining base business;
  • driving growth for value expansion and delivery ultimate customer experience for the Customer Experience Organization in the Canada.

    Responsibilities :

  • Establish and drive the Customer Experience organization to improve profitability of base business; drive top line growth;
  • ensure customer satisfaction; retention; and renewal; and manage cost of service;
  • Financial responsibility and management of base business for the region;
  • Improve profitability of base (top & bottom line);
  • Deliver high forecast accuracy of base business;
  • Ensure customer satisfaction; collaborate with Enterprise Directors & other cross functional team members to improve reference ability and drive acquisition and renewal;
  • Develop and maintain working relationship with key decision makers within account base;
  • Lead and manage a team of Ambassadors and Sales Executives;
  • Lead Customer Experience team to ensure focus and direction as they define and execute account plans;
  • Establish regular review process on key milestones in account plans to ensure achievement of goals;
  • Coach Customer Experience team on strategic and tactical areas (e.g. leading internal teams);
  • Provide leadership and development coaching for individual development and for their teams;
  • Assist Customer Experience team with contract negotiations; particularly with pricing / profitability policies;
  • Establish account assignments and quotas which fairly allocate revenue potential;
  • Conduct Customer Experience team performance appraisals;
  • Interview and hire Customer Experience team;
  • Meet with Customer Experience team 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.
  • Required Skills & Abilities :

  • Strong understanding of key stakeholders and customer dynamics;
  • Proven experience managing large cross function teams;
  • Track record in customer sales and or service management;
  • Track record of effectively recruiting, coaching and mentoring top talent;
  • Negotiation critical thinking and problem solving;
  • Strong solution selling and relationship building skills;
  • Strong communication skills in English;
  • Pragmatic-balanced approach to management combining strategic planning, operational excellence and flawless execution;
  • Team Oriented- builds strong relationships at every level of the organization and is a strong motivator who knows how to influence and get others to consistently do their best work;
  • Collaborative management style and disposition and is capable of working in a networked organization with a strong culture of virtual working teams;
  • 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;
  • Ability to travel on a frequent basis, on average three (3) days a week;
  • Advanced skills in MS Office (Word, Excel, PowerPoint).
  • Required Education and Experience :

  • Bachelor degree in related field is required;
  • Minimum of 5 years of proven sales management leadership experience;
  • Minimum of 8- 10 years of experience in the diagnostic industry with an emphasis on managing day to day service, menu expansion and improvement of account profitability;
  • Business experience and financial acumen;
  • Comprehensive management of strategic accounts;
  • Successful engagement with customers, specifically Senior Management, key buyers and key stakeholders;
  • Working healthcare and diagnostics industry knowledge that includes the following : changing market dynamics, key competitors, terminology, challenges and potential government regulations.
  • Abbott Canada is committed to the hiring, advancement and fair treatment of individuals without discrimination based on factors such as race, sex, colour, ethnic or national origin, religion, disability, age, citizenship, family or marital status, political beliefs, sexual preference or other factors included in human rights legislation.

    Our diversity goals for recruitment, hiring, and retention are embedded in our corporate goals, and our diversity initiatives are supported by the highest level of the organization.

    We strongly believe that a diverse workforce fosters more creative and innovative thinking throughout the organization. Creating an inclusive environment, where everyone is respected and valued, enables us to leverage our diversity as a business driver and strengthens our position as a global leader.

    Abbott strives to promote and maintain an inclusive, high-performing culture that allows all employees to reach their full potential and contribute to Abbott’s success.

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