Customer Experience Manager/ Sales Team Manager

Abbott; Taplow; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global healthcare leader is seeking a Customer Experience Manager to drive sales and value expansion through effective customer relationship management. The role involves leading a team to achieve sales and margin plans while fostering customer loyalty and growth in existing accounts. Ideal candidates will have a strong background in sales management, specifically within the diagnostic industry, with proven success in engaging with senior management and key stakeholders. Competitive benefits and salary offered.

Benefits

Competitive salary

Defined contribution pension scheme

Private healthcare

Life assurance

Flexible benefits scheme

Qualifications

• Proven sales and customer service management leadership track record.
• Good experience in the diagnostic industry with a focus on service management.
• Proven track record in a similar position with customer references.
• Successful engagement with senior management and key stakeholders.
• Knowledge of healthcare and diagnostics market dynamics.
• Strong solution selling and relationship building skills.

Responsibilities

• Drive value expansion and sales of products and solutions.
• Manage customer relationships and experience.
• Lead a team of Ambassadors to achieve sales and margin plans.
• Focus on customer loyalty and growing existing business.
• Improve profitability through renewals and new deals.

Skills

Sales management

Customer service leadership

Solution selling

Relationship building

Job description

Account Management

Develop and review strategic growth plans at territory level. Coach and lead Ambassadors to achieve sales and margin objectives. Foster collaboration and maintain strong relationships with VIP customers and C‑Suite executives.

Business Growth

Define strategies for sustained growth through account expansion and new deals. Drive adoption of Abbott solutions (Alinity and AlinIQ) at C‑Suite level.

Customer Loyalty

Ensure delivery of Abbott's value proposition and maintain high NPS scores. Lead customer business reviews and integration activities.

Compliance

Ensure all activities align with quality system requirements.

Qualifications

• Proven sales and customer service management leadership track record
• Good experience in the diagnostic industry with an emphasis on managing day‑to‑day service, menu expansion and improvement of account profitability
• Proven track record in a similar position supported by management and customer references
• Successful engagement with customers, specifically Senior Management, key buyers and key stakeholders
• Working healthcare and diagnostics industry knowledge that includes the following: changing market dynamics, key competitors, terminology, challenges and potential government regulations
• Strong solution selling and relationship building skills

Company Overview

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life‑changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines. Our 113,000 colleagues serve people in more than 160 countries.

Role Overview

Abbott Diagnostics are recruiting for a Customer Experience Manager to drive value expansion and sales of products and solutions by managing customer relationship, lifecycle and experience. The Customer Experience Manager is responsible for leading a team of Ambassadors to achieve sales and margin plans across their territories in the EMEAP region. This role focuses on driving customer loyalty, growing existing business through value expansion, renewals, and new deals, while improving profitability.

Benefits

As you'd expect from a global healthcare company, we offer a fantastic range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.