Senior Manager, Customer Experience UK

Work Flexibility: Hybrid

Position Summary

To manage and provide direction to the Customer Experience organization for UK and Ireland (the team are based in Newbury, UK) and be responsible for all internal and externalCustomer Experience-related activities.

This encompasses the Order Management and Order-to-Invoice process, all customer contact, including internally with the local Sales, marketing and enabling functions, as well as externally with healthcare providers and hospitals.

The mission of the role is to ensure a “Best in Class” organization is grown and developed through implementing solutions to furtherimprove customer experience, streamline processes, drive standardization and optimize cost.

Accountable for the day-to-day activities of the customer experience team in the UK. The responsibility will include operational effectiveness, ensuring that

frameworks are in pace to drive compliance with processes, training etc.

Hybrid: minimum 3 days per week in the office

Who we want

Effective communicators. People who collect and interpret information accurately and can concisely communicate results and recommendations to stakeholders, senior management and their teams.

Talent developers. Growth-oriented managers who recruit and hire top performing talent and prioritise the development of their team members.

Managers who drive performance. People who implement process improvements and leverage the talent of their team to consistently increase performance and productivity.

Metrics-oriented managers. People who consistently track key business analytics to ensure projects meet expectations and budget

What you will do

Responsible for developing, supporting and implementing the appropriate Customer Experience strategy, goals and objectives for the country or region.

Responsible for the overall team motivation, KPIs, setting objectives, performance review and development for the Customer Experience organisation in their region

Quality Assurance: monitor the quality standards of the service provided to customers across the different channels, take actions to improve the performance if the quality standards are not met.

Workforce Management: monitor the workload and performance and balance resources to achieve the targets. This includes the creation of business cases and escalation of issues

Process Standardization: work in collaboration with the COE Europe to drive process standardization and lean improvements across the pan-European team / function. Ensure the team have support for the strategic initiatives.

Manages Associate Managers and Supervisors incl. performance, development, engagement and pay decisions.

Has overall responsibility for problem solving issues, identifying improvements and building capability for the region.

What you will need

Degree graduate in a Business or Logistics discipline(s) or equivalent.

Project Management and/or Finance qualifications an advantage.

Fluency in English and the language of the main country of responsibility is essential and another major European Language would be a distinct advantage.

Process Lean/Excellence/Six Sigma tools, training and/or certification experience is highly preferred.

Proven track record in operations leadership within a multinational / international organization: 10 years’ experience in Customer Experience, Operations or other relevant customer facing or relationship management roles (+5 if no degree) including 5+ years’ experience in a management role, with a preference within Customer Experience.

Strong customer focus with a clear understanding of the wider issues impacting the relevant markets including high level of internal stakeholder management.

Demonstrated success in building, managing, motivating and developing strong, engaged and high performing teams within a matrix organisation.

Established track record of exceeding targets, KPI’s and SLA’s in a quality led, legislative compliant environment.

Experience and functional knowledge of the end-to-end supply chain and OTC Processes, how each section interacts and the impact it has to the customer experience.

Significant experience in business process analysis and continuous / process improvement

Proven expertise in ISO 9001, Quality Management Systems and processes.

Proven experience in working with ERP systems as well as Microsoft Office tools including Word, Excel, Access, Power Point, Visio or other flow-charting software and/or Microsoft Project.

Medical device standards and regulatory needs.

Leading and managing projects.

Reverse logistics and consignment business (such as Medical Device, Healthcare Markets)

Competencies & Behaviours

Problem solving & analytical skills

Expertise in analysing data to assess cause and effect relationships when dealing with problems.

Expertise in root cause analysis and other tools for analysing problems.

Educates and empowers team to critically think about and consider customers, regulatory and legislative issues when making decisions.

Ability to mobilize teams to develop, test and adapt solutions based on the changing environment.

Able to digest a large amount of data points and insights and make decisions based on this.

Be able to analyse data coming from the reporting system (PBI or others) to assess team performance and customer satisfaction (KPI analysis, case management, Customer Survey analysis). Ensure the data is being analysed, identify trends and patterns.

Ensure that your team are using customer feedback /Surveys to proactively assess the root cause of the service issues occurred, define preventive and corrective actions and liaise with the customers to effectively communicate the actions defined.

Task / project management skills

Sets out clear direction and scope of projects and establishes appropriate outcomes and priorities at a European level. Demonstrate clear evidence of objective measurement of the achievements of the team and empowers the team with appropriate resources.

Be able to set direction of functional improvement projects and identify, coach and Support and SMEs to drive technical excellence in functional design

Strong ability to work on their own initiatives and oversee several projects and workstreams.

Expected to contribute to and lead local and pan-European roll-outs of EU initiatives and represent their team in EU discussions and projects"

Consistently prioritises the right opportunities for SYK.

Responsible for leading project groups to develop solutions to problems.

Behaviours

Be able to set direction of functional improvement projects and identify, coach and Support and SMEs to drive technical excellence in functional design.

Provides clarity on expectations through exceptional communication skills (both verbal and written).

Demonstrates agility and desire to learn and adjust priorities.

Has a clear understanding of customer- and market needs.

Builds and maintains successful relationships with key internal and external stakeholders and customers.

Is innovative and leads the implementation of new ideas and can direct the team based on understanding of rapidly changing requirements.

A team player who effectively connects, collaborates and fosters an inclusive environment across a large multi-national team.

Proven ability to build collaborative relationships across diverse networks at different levels of the organisation, including senior levels.

Has high integrity and holds self and others accountable to the highest standards."

A self-starter who enjoys juggling multiple issues at one time and has the ability to organize and direct diverse activities in a changing environment, often under time pressure - across a large team spanning Europe.

Act as the voice of the team and customer experience.

Sets high goals for personal and team achievement and holds people accountable for organizational success, including stakeholders outside of

Excellent people-leader who is effectively able to build a strong organisation, identify talent, develop, coach, mentor and reward managers and frontline employees.

Travel Percentage: 10%

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