Customer Experience Manager
6 days ago
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 Grifols 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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