Customer Experience Manager

7 days ago

Provo, Utah, United States Grifols Full time

About the Role:

Grifols is seeking a highly skilled Customer Experience Manager to join our team. As a key member of our organization, you will be responsible for designing, managing, and maintaining a customer-centric solution to drive customer retention, reduce churn, and increase customer satisfaction.

Key Responsibilities:

  • Manage the process of designing, implementing, and managing tools and processes for consistent plasma donor experience across Biomat USA plasma centers.
  • Collaborate with the associate director field execution to develop strategy to achieve the desired and intended donor experience.
  • Provide tools and guidance to support improvement initiatives and to help drive change.
  • Define and implement standard guidelines for ensuring optimal customer experience.
  • Design and conduct surveys to collect donor feedback, analyzing data, and creating reports for the company management team.
  • Collaborate to Identify metrics to track and ensure those metrics are linked to business outcomes.
  • Monitor and measure performance against donor expectations.
  • Centralize, analyze, and synthesize donor feedback and data.
  • Keep ahead of industry developments and apply best practices to areas of improvement.
  • Understand and comply with regulatory requirements for plasma industry.
  • Partner across the business, with Public Affairs, Training, and others to build awareness of the plasma donation industry at large.

About Grifols:

At Grifols, our customers are our plasma donors. Thanks to our donors' generosity, Grifols is able to produce plasma-derived medications that treat and prevent life-threatening diseases, illnesses, and conditions. Our donors are helping to change the lives of countless individuals around the world.

Requirements:

  • BS Degree in Business Administration, Marketing, or Communications.
  • Minimum 5 years working experience focusing on customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty.
  • Minimum of 3 years working experience with Salesforce Sales and Service Clouds.
  • Comfortable presenting to C-level and senior leadership teams.
  • Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
  • Has a strong background in customer research and analytics techniques, process improvement, human-centered design, and performance management.
  • This individual has proven ability to manage diverse efforts synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset.
  • Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders.
  • Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals.
  • Managing other people and overseeing large projects.

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