Job Description

JOB DESCRIPTION:

About Abbott

Abbott is a global health care leader creating breakthrough science to improve peoples health. Were always looking towards the future anticipating changes in medical science and technology.

W orking at Abbott

At Abbott you can do work that matters grow and learn care for yourself and family be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of .

• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity working mothers female executives and scientists.

Were focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. Were revolutionizing the way people monitor their glucose levels with our new sensing technology.

JOB PURPOSE AND SCOPE
The role requires close collaboration with internal stakeholders (Marketing Sales Quality Assurance Regulatory Affairs) and the global Customer Experience team to deliver seamless and compliant customer journeys for both patients and healthcare professionals (HCPs).
This role will be responsible to evaluate current customer journey engagement touch-points and recommending improved solutions as well as implementing these solutions via the third-party contact center supplier.
This role demands strategic thinking cross-functional coordination and a strong commitment to continuous improvement customer advocacy and regulatory compliance.
Effective management of third-party contact center or in-sourced contact center

MAJOR RESPONSIBILITIES:
The Customer Experience Manager plays a critical leadership role in shaping and executing the customer experience strategy for ADC Japan. This position is responsible for driving operational excellence enhancing customer engagement across all touchpoints and ensuring alignment with global initiatives. If Key Performance Indicators are missing targets and/or processes not in control the Customer Experience Manager should review/troubleshoot and ensure effective corrective actions are taken by the relevant parties in accordance to Abbotts and Countrys guidelines as well as quality addition to managing third-party customer service operations the Customer Experience Manager leads the implementation of global-led projects. The position also holds regulatory accountability as the Safety Control Manager for In Vitro Diagnostic (IVD) products and Class I medical devices overseeing the collection and reporting of health hazard information in accordance with Japanese regulations.

Managing the Customer Service Operations:
Refining the Warranty/Goodwill policy for ADC Japan (both BGM & FreeStyle Libre) in conjunction with Commercial or Sales Director.
Ensure optimal contact center resourcing and accurate manpower forecasting for all interaction channels (calls emails chat messaging) across BGM FreeStyle Libre and digital health tools.
Monitor and review performance and KPIs regularly (daily weekly monthly quarterly) conduct structured review meetings and identify improvement opportunities.
Manage escalations and dispute resolution collaborating with cross-functional teams and third-party vendors to maintain service quality.
Maintain and update country-specific CX content in knowledge systems ensuring validation by relevant functions (RA QA Medical Marketing) and compliance with quality standards.
Oversee CX budget and policies including warranty/goodwill refinements and ensure alignment with commercial objectives.
Drive continuous improvement through feedback analysis call monitoring promotional calendar coordination and quarterly onsite reviews to keep agents informed and prepared.
Represent Japan in global CX forums contributing insights and aligning local operations with global strategies.

Customer Advocacy:
Drive and implement customer experience initiatives in Japan ensuring consistent service quality and high customer satisfaction.
Understand customer needs and market dynamics leveraging insights to innovate processes systems and tools that enhance engagement for patients and HCPs.
Serve as the primary liaison between global/APAC CX teams and local stakeholders ensuring seamless localization and execution of global strategies.
Collaborate cross-functionally with Marketing (including CRM) QA/RA and other teams to embed global standards while adapting to local market requirements.
Lead strategic discussions and resolve escalations anticipating customer journeys and proactively improving touchpoints.
Gather and analyze customer feedback developing actionable improvements to elevate the overall experience.
Represent Japan in global CX forums contributing insights to shape worldwide best practices.

Regulatory and Safety Responsibilities
Serve as the Safety Control Manager (as defined under Japanese regulatory requirements) for In Vitro Diagnostic (IVD) products and Class I medical devices.
Responsible for the collection evaluation and reporting of health hazard information and for ensuring timely communication with internal stakeholders and regulatory authorities.

Team Leadership
Provide leadership and work direction to create a focused results-driven and passionate team at the contact center.
Coach mentor and develop team members fostering a culture of accountability and continuous improvement.
Monitor team performance against pre-determined KPIs and standards
Solve operational and process improvements to increase customer satisfaction and increase team productivity
Share monthly management dashboards with Country Leadership team with actionable insights to drive the growth of both base & new businesses.
Manage workforce planning recruitment and retention strategies to ensure optimal staffing and engagement.
Driving best-in-class performance
Identify industry trends and bring best in class practices to the customer
experience organization.
Define and create best in class customer journeys that support the business growth targets.
Promote and build the brand and drive engagement customer satisfaction optimal conversion and constantly strive for improvement by considering appropriate tools systems and methods testing (e.g. research surveys and database marketing) coupled with effective data analysis whilst ensuring all stakeholders are consulted and well managed throughout the project/process.

SUPERVISORY/MANAGEMENT RESPONSIBILITIES
Reports to: (1) Commercial Director (direct line reporting) (2) Head Customer Experience Asia Pacific (dotted line reporting)
Accountability
Indirect report: Third party Customer Experience Professionals and Team Leaders.
Complexity: Supports Blood Glucose Monitoring products FreeStyle Libre system and Digital Health Tools businesses for ADC Japan.

MINIMUM SKILLS REQUIRED
identify the specific skills needed to perform this job effectively (leadership skills selling skills computer literacy etc.)
Ability to work in a highly matrixed fast paced and diverse business environment.
Ability to engage with and leverage wholesaler team to achieve sell out targets.
Strong verbal organizational and written communications with ability to effectively communicate in English. Japanese as a native language.

KNOWLEDGE / EDUCATION REQUIRED
identify the knowledge expertise educational level required to perform this job successfully (product /industry knowledge technical /business acumen university degree professional certification etc.)
Degree level in business marketing or management-related subject.
Fluency in Japanese and English language (both spoken and written business language).

EXPERIENCE REQUIRED
describe the on the job experience level required to perform this job (e.g. years of management experience years of experience in a certain discipline etc.).
At least 4 years experience in managing an in-house and/or an outsourced contact center.
Have had experience in setting up a customer service contact center preferred.
Prior sales or marketing experience preferred.
Healthcare and/or Medical Device exposure will be an added advantage.
Strong experience in customer journey design through multiple channels.
Demonstrated track record in driving change cross-functionally and working within project or virtual teams.
Ability to grasp detailed information and understand what this means for the customer.
Ability to juggle multiple projects and priorities.
Proven ability to influence stakeholders.
Act with sense of urgency and follow through till project/task completion.
Ability to work independently and remotely from home (if required).
Good customer complaint handling skills.
Tech-savvy and familiar with social media channels.
Competent skills in Microsoft 365 Power BI SQL and CRM platform (e.g. Salesforce)etc.

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer committed to employee diversity.

Connect with us at on Facebook at on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is

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

JOB FAMILY:

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Required Experience:

Manager

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