Customer Care Manager

Customer Care Manager

Location : NC-RTP, US

Contract Type : Regular Full-Time Area : Marketing Req Id : 301727

At Grifols, our customers are our plasma donors! Thanks to our donors' generosity, Grifols is able to produce plasma-derived medications that treat and prevent life-threatening diseases, illnesses, and conditions.

Our donors are helping to change the lives of countless individuals around the world!

Join our team today as a Donor (Customer) Care Manager where you will have direct responsibility for designing, managing and maintaining customer (our plasma donors!) success solution and technology to drive customer retention, reduce churn, and increase customer satisfaction.

A customer-centric mindset with a strong background in customer research and experience design is highly important in this role.

• Manage the process of designing, implement, and manage tools and processes for consistent plasma donor experience across Biomat USA plasma centers.
• Collaborate with the associate director field execution to develop strategy to achieve the desired and intended donor experience.
• Provide tools and guidance to support improvement initiatives and to help drive change.
• Define and implement standard guidelines for ensuring optimal customer experience
• Design and conduct surveys to collect donor feedback, analyzing data, and creating reports for the company management team.
• Collaborate to Identify metrics to track and ensure those metrics are linked to business outcomes.
• Monitor and measure performance against donor expectations.
• Centralize, analyze, and synthesize donor feedback and data.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Understands and complies with regulatory requirements for plasma industry.
• Partner across the business, with Public Affairs, Training, and others to build awareness of the plasma donation industry at large.

EDUCATION, EXPERIENCE, SKILLS & KNOWLEDGE

• BS Degree in Business Administration, Marketing or Communications
• Minimum 5 years working experience focusing on customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty.
• Minimum of 3 years working experience with Salesforce Sales and Service Clouds
• Comfortable presenting to C-level and senior leadership teams
• Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.
• Has a strong background in customer research and analytics techniques, process improvement, human-centered design and performance management.
• This individual has proven ability to manage diverse efforts synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset.
• Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders
• Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals.
• Managing other people and overseeing large projects.

Occupational Demands

Work is performed in an office environment. Exposure to biological fluids with potential exposure to infectious organisms could be present when visiting plasma donation centers.

Exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.

Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 35lbs.

Occasional international or U.S. travel required.

EEO / Minorities / Females / Disability / Veterans

biomatusa

Location : NORTH AMERICA : USA : NC-RTP : USNC0001 - RTP NC-Headquarters