Customer Experience Manager

Role Description

The Precision Animal Health (PAH) Customer experience manager (CEM) is responsible for developing and implementing strategies to improve customer experiences and loyalty globally. The CEM will use their communication skills to interact with customers, colleagues, and other stakeholders. They will design and oversee customer satisfaction surveys and feedback mechanisms, analyze customer feedback, and identify areas for improvement. They will implement initiatives to improve customer satisfaction and loyalty, such as: training programs for the customer experience team, streamlining onboarding processes, resolving customer complaints promptly and effectively, and motivating the team. Responsible for team culture and impeccable customer experience.

• Responsible for the customer journey map: create, understand and visualize the steps a customer takes to engage with PAH. Design and create satisfying experiences for customers at all touchpoints across the customer journey map

• 25%

• Promote an excellent customer experience by establishing a team culture that empowers individuals to work together and exceed customer expectations. Encourage continuous improvement

• 20%

• Use information from TouchPoint to gain insights from the customer's perspective and design projects to increase customer satisfaction. Create and monitor customer satisfaction metrics such as average resolution time, first response time, customer retention and churn rate

• 20%

• Create and communicate the customer experience team vision. Set goals and standards for the teams to exceed and provide them with the tools, resources and feedback to succeed

• 10%

• Design and execute a yearly customer satisfaction survey - design plans to increase NPS (net promotor score) -5%
• Advocate for customer needs and raise the Voice of the Customer to the PAH Leadership Team

• 5%

• Liase with broader PAH team members to resolve customer complaints and implement effective corrective and preventative actions

• 5%

• Foster a relationships with field team (Beef Sales, ABM, SAM, TBM, DPS) to maintain alignment

• 5%

• Responsible for the vision and utilization of TouchPoint and Five9 for all customer interactions

• 5%

Organizational Relationship

This position requires communication with external customers and the field force (ABM, DPS, TBM, SAM)

Collaboration with leaders of the PAH team (Laboratory Manager, Lab & CX Project Manager, Business Analysts, Product Managers)

Partner with other Zoetis customer care teams

Resources Managed

• Supervision

• 4

Education

• Undergraduate degree (BS/BA) preferred

• 5-7 years management experience

• Knowledge of beef and or dairy operations is preferred

• Adaptable in a rapidly changing environment

Technical Requirements

• Excellent written and oral communication skills

• Proficiency in PowerPoint, Excel, and Word applications

• Strong strategic, analytical, problem solving skills

• Proficiency in using a CRM platform required (TouchPoint preferred)

Physical Requirements

• Occasional travel to industry events or customer operations

Full time

Regular

Colleague

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

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