Global Customer Engagement

2 weeks ago

Annapolis, Maryland, United States PerkinElmer Full time

Job Role and Purpose:

Own and deliver activities to support the Strategic Customer Experience and Customer Engagement plan based on global/local Account Program, to ensure long term stability and growth of the client and PerkinElmer partnership. Develop and deliver Best in Class customer experience through our Customer Journey Mapping program. Own and develop a robust Voice of the Customer and engagement program to ensure stakeholders (client, scientific community customers, employees and key supplier partners) understand the services we deliver and how to access them, the value of PerkinElmer through customer satisfaction and user experience of the portfolio of services delivered on the Account.

Key Accountabilities/Responsibilities:

Develop and lead an ongoing Strategic Customer Experience program and Stakeholder Engagement/Customer Relationship Plan for the operations across account.Develop, deliver and review the most appropriate Customer Satisfaction Performance Indicators, measures of success and feedback channels.Lead the Customer Journey Mapping Program, Voice of the Lab, Voice of the customer feedback sessions to measure, benchmark and improve customer experience.Analyse Customer Insights and lab persona journeys to design enhanced Customer Experience of our services and solutionsLead activities and process improvements that improve the Laboratory Customer Experience; govern these activities within Project Management methodology.Research, write and produce content material for the Account Customer Communications Plan (website,announcements, presentations, posters, roadshows, surveys and events).The customer engagement plan to incorporate and promote all Account services: Laboratory Instrument Support, General Lab Services, Technical Lab Services.Provide Customer insights at site level to drive program improvements within operations and at leadership governance Account Strategic Reviews, Strategic Advisory Board, Quarterly Business Review.Create and publish communications for customer portals (B2B) or the client's intranet pages (Workplace, Site News, emails, on-site LED/digital screens screens etc.)Ensure brand compliance with internal branding guidance and develop templates for customer communications.Actively promote customer feedback success stories and how our service delivery teams deliver client's core values.Actively promote customer awareness activities through structured engagement roadshows/pop-up events.Employee Engagement:Lead local roll-out of Corporate Communications activities –Create and publish internal success stories and monthly newsletterDevelop and deploy leadership PKI employee communicationsFacilitate regular All Hands Meetings for Account Team In addition to the above tasks, other activities and responsibilities may be individually defined as key stakeholder relationships continue to evolve. Basic Qualifications:5+ years' experience in a relevant Customer Experience Lead/Management role, experience managing Voice of the Customer (VoC) or Customer insights programBachelor's DegreeAbility to work early morning hours to support Sweden and United KingdomPreferred Qualifications:Customer-focused - ability to make the internal and external customer the center of attention, with a focus on listening to the customer first before finding a solutionLeadership or Service Delivery ManagementGlobal Fluency - ability to engage and be part of an international and diverse teamAccountability - ability to take ownership of responsibilities and commitments to goalsCreating and Delivering impactful Presentations – PowerPoint excellence is essentialThinks strategically - ability to bring together seemingly disparate ideas, areas, products, etc. to create new solutions for the customerTeam building - ability to promote collaboration and cross-cultural cooperationEngages others – encourages and engages in collaboration with othersDemonstrates integrity - acts consistent with what he/she says and believes in line with ethical standardsShows respect for others - ability to understand, value and navigate different perspectives and modify own views Communicates and influences - Ability to convince, influence or persuade others to gain support for own agenda across the organisationResults-oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challengesOther Qualifications:Ideal industry experience in Customer Operations, Customer Experience or within a Scientific or Life Science industry backgroundPreferably a formal customer experience/customer engagement qualification Ability to understand complex issues and interpret them for a wider audienceExperience leading or managing a relevant Customer Engagement Program Ability to work under pressure, multi-task and deliver to tight deadlinesHigh need for excellence with good planning and implementation skillsCreativity, initiative and discretion requiredFlexible team player with good interpersonal skills Experience in emerging technology and media tools for VoC analysisGood English language communication skills – written and verbalIntercultural work experience would be an advantageGlobal or regional account experienceCreating communications experience #LI-EJ1 The annual compensation range for this full-time position is $82,160 to $122,720. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.

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