Global Customer Experience Associate Director

Global Customer Experience Associate Director
Date: Feb 20, 2024
Location:

Tel Aviv, Israel, 1

Company: Teva Pharmaceuticals
Job Id: 54312
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

In this role you will be responsible for developing customer relationships that promote customer’s retention and loyalty by delivering differentiated and personalized customer experience in every interaction.

Lead Teva API SO 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 Sales Office 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
Leading the Sales Office Customer Experience team to service excellence.
Improve customer experience and create customer engagement.
Determine the Sales Office Customer Experience team's priorities and tasks in light of daily events and obligations while setting deadlines and overall business plans.
Provide Sales Office Customer Experience personnel with guidance in handling difficult or complex inquiries and long-pending requests so they can be resolved effectively and efficiently.
Streamlining and following all processes in order to obtain an optimal service.
Analyzing statistics and other customer service related data.
Measure key performance indicators to determine and improve the effectiveness of all Sales Office Customer Experience activities.
Developing, improving and implementing customer experience policies, procedures and standards for the entire Customer Experience organization.
Optimize the different Customer Experience processes in collaboration with cross functional interfaces to ensure high level of customer satisfaction.
Building trustworthy relationships with customers, considering the various cultural backgrounds.
Initiate and lead new high level initiatives and identifying opportunities to further improve the overall experience.
Create an ongoing service discussions with customers and sales team.
Collaborate and communicate knowledge across the organization.
Manage and lead service related projects.
Recruit, mentor and develop Sales Office Customer Experience personnel and nurture an environment where they can excel through encouragement and empowerment
Your experience and qualifications
BSc in life sciences / chemistry / biology or other relevant field - must
Proven experience in managing and leading global team- must
Proven experience in managing Customer Experience team – must
Experience pharmaceutical industry – advantage
Good understanding of customer experience world (B2B) and customer focused
Excellent interpersonal skills
Result driven and analytical thinking
Ability to get decisions and solve problems
Strong Project Management and Leadership skills
Ability to prioritize and deliver also under high workload and with tight timelines
Self-motivated and positive thinking
Ability to lead and manage during time of changes and instability by setting an example
Fluent English-must, other languages- advantage
MS office skills (e.g., excel and power point)
Reports To

Head of Teva API Global Customer Experience

Already Working @TEVA?

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Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws. We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to support you throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.