LOCATION:

Beijing/Shenyang/Shandong

MAJOR RESPONSIBILITIES:

• Establish and drive the Customer Experience organization to improve profitability of base business, ensure customer satisfaction and retention, and ensure renewal rate

• Lead and manage a team of Customer Experience Managers

• Work with District Customer Experience Managers to ensure focus and direction

• Collaborate with District Customer Experience Managers to define and plan execution of account plans

• Review progress on key milestones in account plans

• Coach District Customer Experience Managers on strategic and tactical areas (e.g. leading internal teams)

• Provide leadership and development coaching for Customer Experience Managers

• Assist District Customer Experience Managers with contract negotiations, particularly with pricing/profitability policies

• Financial responsibility and management of base business for the region

• Establish account assignments and quotas which fairly allocate revenue potential

• Conduct Customer Experience Managers performance appraisals

• Interview and hire Customer Experience Managers

• Meet with District Customer Experience Managers regularly to discuss upcoming opportunities

• Drive standardization and harmonization of tools and processes across the region

• Support with talent acquisition, coaching, mentoring and establishing training programs to meet customer experience requirements in different markets

REQUIREMENTS:

• Executive level business experience and financial acumen

• Comprehensive management of strategic accounts

• Strong understanding of key stakeholders and customer dynamics

• Proven experience managing large cross-functional teams

• Track Record in Customer Service Management and Sales

• Track record of effectively recruiting, coaching and mentoring top selling talent, keep team balance performing

• Negotiation, critical thinking and problem solving skills

• Experience in healthcare / diagnostics industry (preferred)

• Advanced degree (preferred)

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com