Customer Experience Manager

2 weeks ago

Hampton, Virginia, United States Grifols Full time
Customer Care Manager

Grifols is seeking a highly skilled Customer Care Manager to join our team. As a key member of our organization, you will be responsible for designing, managing, and maintaining customer success solutions and technology 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 strategies to achieve the desired and intended donor experience.
  • Provide tools and guidance to support improvement initiatives and drive change.
  • Define and implement standard guidelines for ensuring optimal customer experience.
  • Design and conduct surveys to collect donor feedback, analyze data, and create 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.
  • Stay ahead of industry developments and apply best practices to areas of improvement.
  • Understand and comply with regulatory requirements for the plasma industry.
  • Partner across the business to build awareness of the plasma donation industry.
Requirements:
  • BS Degree in Business Administration, Marketing, or Communications.
  • Minimum 5 years of experience in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, and customer loyalty.
  • Minimum of 3 years of 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.
  • Strong background in customer research and analytics techniques, process improvement, human-centered design, and performance management.
  • Proven ability to manage diverse efforts, synergies, and navigate ambiguity and change with an entrepreneurial mindset.
  • Excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders.
Work Environment:

Work is performed in an office environment. Exposure to biological fluids with potential exposure to infectious organisms could be present when visiting plasma donation centers. Exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 35lbs. Occasional international or U.S. travel required.

Grifols is an equal opportunity employer and welcomes applications from diverse candidates. Learn more about Grifols and our commitment to diversity and inclusion.

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