Customer Experience Manager/ Sales Team Manager

Abbott Laboratories; Witney; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global healthcare leader is seeking a Customer Experience Manager in Witney, UK. The successful candidate will drive sales growth strategies and foster customer loyalty within the diagnostics sector. Key responsibilities include developing strategic growth plans, coaching teams, and ensuring high customer satisfaction scores. Candidates should have a proven track record in sales management and strong relationship-building skills. A competitive salary and a range of benefits are 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.
• Experience in the diagnostic industry with day-to-day service management.
• Strong engagement skills with Senior Management and key stakeholders.

Responsibilities

• Develop and review strategic growth plans at territory level.
• Coach and lead Ambassadors to achieve sales and margin objectives.
• Ensure delivery of Abbott’s value proposition and maintain high NPS scores.

Skills

Sales management

Customer service

Relationship building

Solution selling

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.

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.