Customer Care Manager
Company: Grifols
Location: Detroit
Posted on: May 28, 2023
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Job Description:
Customer Care Manager Detroit , Michigan **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.**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!****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#biomatusaLearn
more about Grifols**Req ID:** 301727**Type:** Regular
Full-Time**Job Category:** Marketing
Keywords: Grifols, Detroit , Customer Care Manager, Executive , Detroit, Michigan
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here to apply!
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