Customer Experience Manager/ Sales Team Manager

Abbott; Remote; GBP 80,000 - 100,000; Full time

Job summary

A global healthcare company is seeking a Customer Experience Manager to lead a team in managing customer relationships and driving sales growth. The role involves developing strategic plans, coaching the team, and boosting customer loyalty. Proven leadership in sales and customer service is essential, with a strong understanding of the diagnostic industry. Benefits include competitive salaries and a comprehensive healthcare package.

Benefits

Competitive salary

Defined contribution pension scheme

Private healthcare

Life assurance

Flexible benefits scheme

Qualifications

• Proven sales and customer service management leadership track record.
• Experience in the diagnostic industry with a focus on service and profitability.
• Strong relationship management with Senior Management and key stakeholders.

Responsibilities

• Develop strategic growth plans for territory.
• Coach and lead sales Ambassadors.
• Drive adoption of solutions and maintain customer loyalty.

Skills

Sales management

Customer service

Relationship building

Solution selling

Job description

JOB DESCRIPTION

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.

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.

Key Responsibilities

• 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.

Background

• 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

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

The base pay for this position is

N/A

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

JOB FAMILY: Sales Force DIVISION: CRLB Core Lab LOCATION: United Kingdom > Maidenhead : Remote ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 75 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Driving a personal auto or company car or truck, or a powered piece of material handling equipment