Customer Experience Manager

JOB DESCRIPTION:

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

As the Customer Experience Manager, you will determine the execution strategy for the Customer Experience Organization across districts and territories, driving revenue growth, customer success, value expansion initiatives, and operational excellence.

What You’ll Do

• Assume full revenue responsibility for total country plan revenue across the base business and Value Expansion business.
• Collaborate with Ambassadors to develop comprehensive territory business development plans focused on value expansion and sales strategies.
• Nurture and mentor Ambassadors, guiding them to become high-functioning individuals and preparing them for greater responsibilities within the organization.
• Conduct regular coaching and training sessions to enhance skills and foster professional growth.
• Monitor and report Key Performance Indicators (KPIs) related to account management, value expansion, and renewal of business with existing accounts, providing insights for continuous improvement.
• Regularly assess team and individual Ambassador performance.
• Ensure full utilization of sales tools, including MyDash, PowerBI, TUFP and other platforms.
• Manage and deliver first-line service support and escalations through to resolution.
• Partner closely with cross-functional teams including Acquisition, Logistics, Service Team, and Regional Marketing to ensure seamless execution of strategies and initiatives.
• Maintain a high Net Promoter Score (NPS).
• Ensure strong relationships are developed with key stakeholders, including Laboratory Directors/Managers, IT Managers, Medical Directors, and other decision-makers.
• Provide accurate weekly supply forecasts to support product availability and order fulfillment.
• Manage all aspects of distributor business, including quarterly business reviews, bi-weekly operational follow-ups, and oversight to ensure business continuity and growth.

Requirements

• University degree or preferably an advanced degree in Medical Technology, Life Sciences, Business, or a related field.
• Willingness to travel and work long hours.
• Preferably with sales experience in the diagnostics or healthcare industry.
• Strong sales presence and ability to influence stakeholders.
• Excellent communication and presentation skills.
• Willing to be assigned anywhere in the Philippines.

Key Competencies

• Adaptability
• Teamwork
• Initiative
• Integrity
• Innovation
• Communication
• Customer Focus
• Persuasiveness / Sales Ability
• Planning and Organizing
• Technical / Professional Knowledge and Skills
• Flexibility
• Motivation
• Tolerance for Stress
• Innovativeness
• Impact and Executive Presence

Location

This position is based in the Philippines.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Support Services

DIVISION:

CRLB Core Lab

LOCATION:

Philippines > Taguig City : Venice Corporate Center

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 50 % of the Time

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)