Customer Experience Manager

The Customer Experience Manager is responsible for ensuring that all aspects of the customer’s experience during interactions with  Spectrum Vascular domestic and international are of the highest order and that the customer is fulfilled and delighted by the experience of interfacing with Spectrum Vascular.  This role will oversee and facilitate interactions including ordering, product fulfillment, complaint handling, hardware service, invoicing and general commercial interfaces.  This will interface with all other customer-facing functions and relevant internal functions and will design and implement initiatives necessary to improve and maximize positive customer experience.  This role is aligned with the sales and commercial interests of the business and is responsible for implementing the international strategies needed to deliver company sales and growth targets.     

Essential Duties and Responsibilities: 

• Develop and execute strategic customer experience improvement plans across business functions or units for the US and OUS including EMEA and APAC regions within the international business. 

• Maintain a clear view of latest market dynamics and needs in order to develop and execute customer experience improvement plans for the launch and growth of existing and new products across specified products / global business functions or units within the domestic and International business. 

• Work with commercial, service and support teams to formulate strategies for improved customer experience relating to all products and international geographies. 

• Establish and routinely report on appropriate metrics and tracking processes which quantify customer experience including response to enquiries, order processing, product delivery, complaints and other relevant customer interactions. 

• Assist, support and, where appropriate, lead in resolving customer enquiries facilitating responses with relevant internal departments maximize customer satisfaction. 

• Identify improvements to existing processes and procedures to enhance customer satisfaction, engaging relevant internal functions and process owners to refine, agree and implement the same. 

• Conduct relevant competitor benchmarking exercises and customer satisfaction surveys to ensure that Spectrum Vascular performance is and remains market leading. 

• Report routinely on customer satisfactions trends as enumerated by metric and tracking, in addition to surveys and complaint data. 

• Establish methods and procedures to track customer satisfaction and customer experience via our B2B distribution network, identifying and implementing initiatives alongside B2B partners to maximize customer experience. 

• Communicate regularly with field sales to ensure smooth program/project implementation amongst regional sales managers, area sales managers, and the physician marketplace. 

• Liaise with the sales force. Call on customers with sales, solicit input from sales and sales management, review call reports for opportunities to improve service and provide sales force with appropriate direction on the execution of customer experience programs. 

• With the support of sales and marketing colleagues assess the customer experience of marketed products through in person visits to users and case observations. 

• Liaise with strategic partners; present and implement co-promotional programs and opportunities. 

• May perform other duties as assigned 

Skills and Competencies: 

• Must be comfortable challenging current thinking and be flexible to adapt to changing regulations, business needs and priorities. 

• Self-starter that is able to work well within the group environment. Must have an entrepreneurial spirit and be able to excel in a team environment. 

• Exceptional interpersonal skills. 

• Strong organizational skills. 

• Strong communication skills (written and verbal). 

• Ability to effectively communicate both internally and externally. 

• Ability to read and interpret documents such as safety rules, operating and maintenance, instructions, and procedure manuals. Ability to write routine reports and correspondence. 

Qualifications (Education & Experience): 

Bachelor Level of Degree in the Marketing, Sales, Service or Support field of study 

May consider equivalent work-related experience in lieu of degree  

5 years of demonstrated experience in marketing, sales or service-related field 

Medical Device experience preferred 

Proficient in the following computer software applications: Microsoft Office (Word, Excel, PowerPoint); Microsoft Project a plus 

Demonstrated project management skills with the ability to multi-task and meet deadlines 

Physical Demands (if any) as well as how much travel the job requires: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job: 

• Work safely and follow all OSHA regulations and company safety policies and procedures. 

• For all on-the-job injuries or accidents, must notify manager/supervisor immediately. 

• Exposure to (insert any extreme climate and/or work conditions)  standard office environment & hospital/OR setting 

• Ability to frequently lift and/or move up to 15 (insert # lbs.) 

• Ability to occasionally lift and/or move up to 50 (insert # lbs.) 

• Ability to regularly sit or stand for extended periods of time (insert physical abilities, repetitive movement, vision requirements, etc.) 

• This position requires some travel up to 30% of the time both domestically and internationally