Head of Teva API Global Customer Experience

52756 - Head of Teva API Global Customer Experience

Who we are

Together, we’re on a mission to make good health more affordable and accessible, to help millions around the world enjoy healthier lives. It’s a mission that bonds our people across nearly 60 countries and a rich, diverse variety of nationalities and backgrounds. Working here means working with the world’s leading manufacturer of generic medicines, and the proud producer of many of the products on the World Health Organization’s Essential Medicines List. Today, at least 200 million people around the world take one of our medicines every single day. An amazing number, but we’re always looking for new ways to continue making a difference, and new people to make a difference with.

The opportunity:

The head of Customer Experience is accountable for ensuring the delivery of a seamless customer experience across all stages and touchpoints in the customer’s journey. In this role, Head of CX will be responsible for creating, managing, and executing the customer experience strategy and priorities of the company.

Head of CX will help the organization continually drive higher customer satisfaction, NPS, customer retention and new business growth.

Lead Teva API customer experience team, which is a key strategic function within the commercial organization who is responsible to maximize sales, profitability, and competitiveness of Teva api.

Develop Teva api global customer experience team to deliver exceptional service for our customers by using advanced tools for decision-making process, communication & opportunities.

How you’ll spend your day:

• Develop and implement customer experience strategy.
• Establish and roll-out the company’s customer experience roadmap including the technology, data and analytics needed to provide a 360-degree view of the customers to meet the current and future needs of our customers.
• Monitor and validate customer journey.
• Establish, optimize, and implement policies, procedures and standards for the global Customer Experience organization.
• Evaluating, setting, and monitoring service KPIs
• Define, set & implement working processes and align with all relevant stakeholders to assure high performance. Lead cross-organizational projects related to Service excellence mindset.
• Setting Customer Experience team's priorities and tasks, setting deadlines and overall business plans.
• Manage Teva api interactions with customers through their journey in all different stages.
• Drive constant improvement in service experience to support health of the business.
• Drive ongoing improvement in service experience - Service Excellence mindset optimization throughout the Teva api organization.
• Take part in global cross-organizational projects and activities to support the business needs.
• Build trustworthy relationships with cross-functional interfaces, considering the various cultural backgrounds.
• Collaborate and align activities with Sales Offices managers and Teva api management.
• Lead and develop new innovative advanced solutions & tools to support exceptional experience.
• Teva api customer portal- designing and executing digital customer experience, leading the user experience of the Teva api Connect, defining and executing the customer portal strategy.
• Leading VOC- Teva api annual customers’ survey & CSAT-CX ongoing survey
• Enhance customer satisfaction, analyze voice of the customer via ongoing and annual customer’ survey.
• Leading CX management team, provide support and mentor the customer experience managers.
• Recruit, mentor and develop Customer Experience team and managers, nurture an environment where the team can excel through encouragement and empowerment.
• Set individual development plan for each CX team member and manager, guide & support to assure full execution.
• Empower and develop the global CX team to maximize professionalism level and increase expertise in different areas.

Your experience and qualifications:

• BA/B.SC in industrial Engineering, Science or Similar, MBA an advantage
• At Least 10 years of experience in the Pharmaceutical industry
• Experience in customer experience
• At Least 5 years of experience in managing large teams
• Very strong Project Management and Leadership skills
• Experience in managing global interfaces
• Excellent interpersonal skills
• Ability to lead and drive a process via collaboration and influencing including management buy in
• Result driven and analytical thinking
• Ability to get decisions and solve problems
• Ability to prioritize and deliver also under high workload and with tight timelines Ability to work independently and influence in a matrix function on all levels, influence without authority
• Self-motivated and positive thinking
• Ability to lead and manage during time of changes and instability and lead by setting an example