Zoetis Kalamazoo , MI 49001
Posted 4 days ago
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.
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
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
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.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at zoetiscolleagueservices@zoetis.com to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.
Zoetis