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Customer Experience Manager, Donor Care - 3030

Location : Remote
Job Type : Permanent Placement
Hours : Full Time
Required Years of Experience : 5+ years’ experience
Required Education : Bachelor’s degree required
Travel : No
Relocation : No
Job Industry : Pharmaceutical
Job Category : Marketing

Job Description :

Dynamic, Entrepreneurial Marketing & Finance Consulting Company is seeking a Customer Experience Manager (Donor Care) to contribute to our biotechnology and healthcare client's customer experience team team. If you have an entrepreneurial spirit, a passion for product, and are driven by results, this consulting opportunity at our fast-growing company is for you!


 


People are everything here at BLEND360.  We are inspired by advancing our client’s most critical initiatives, products and projects by matching our clients with the right talent. We are equally inspired by the men and women we place in meaningful assignments so they can achieve their career goals. BLEND360 has been among the Inc. 5000 fastest growing companies 8 years in a row, and we’re very proud of our World Class NPS score. Our success is a direct result of our passion for advancing the careers and initiatives of the talented people we work with every day.


 




In this role, you will have direct responsibility for designing, managing, and maintaining customer success solutions and technology to drive customer retention, reduce churn, and increase customer satisfaction. This role is perfect for someone who has a customer-centric mindset with a strong background in customer research and experience design.




 


What You’ll Do:



  • Manage the process of designing and implementing tools and protocols for consistent donor experience across the customer donor 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 of ensuring optimal customer experience.

  • Design and conduct surveys to collect donor feedback, analyze data, and create reports for the company management team.

  • 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.

  • Understand and comply with regulatory requirements for plasma industry.

  • Partner across the business with Public Affairs, Training, and other departments to build awareness of the plasma donation industry at large.



Who You Are:



  • Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.

  • A strong background in customer research and analytics techniques, process improvement, human-centered design and performance management.

  • Proven ability to manage diverse efforts' synergies, ability to navigate ambiguity and change with an entrepreneurial mindset.

  • Excellent interpersonal skills, great listener, written and oral communication skills, and ability to interact and collaborate with various stakeholders.

  • Experience managing projects and people concurrently.



Required Qualifications :

What You'll Have:



  • Minimum of five years working experience focusing on customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty.

  • Minimum of three years working in experience with Salesforce Sales and Service Clouds.

  • Prior experience strategizing and building out CRM for new projects.

  • CCXP certification or equivalent.

  • Comfortable presenting to C-level and senior leadership teams.

  • Bachelor's Degree or higher degree.


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