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  • Posted: Mar 24, 2017
    Deadline: Not specified
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    At Cochlear we are passionate about hearing. Cochlear Limited is the leading global expert in implantable hearing solutions. For more than 30 years Cochlear has helped over 450,000 people connect to the world of sound. With a global team of over 3,000 passionate experts, Cochlear is an organisation you can be proud to work for. Our people say making a dif...
    Read more about this company

     

    Service Sales Manager

    Job Description

    Accountabilities

    • To develop and sell service solutions
    • Understand existing B2B service programmes within Cochlear, such as "Cochlear Care" and consider how they interface to / impact the customer experience and customer base growth measures.
    • Understand and develop reimbursement strategies where applicable in the services – non tangible – ecosystem space, in cooperation with the ecosystem teams.
    • Propose, develop and stimulate new service programmes to promote customer base revenue growth
    • To increase customer base revenue with a specific focus on service business models
    • Facilitate and promote the increase of "revenue per ear" for the customer base (with more focus on the non-upgrade revenue).
    • Input expertise and support UK Sales organization in growing customer base revenue
    • Support stakeholders in direct and distributor markets to roll-out finalized campaigns.
    • In alignment with all stakeholders, determine metrics to measure the results and business impact of campaigns.
    • Develop and maintain relationships with professional customers, influential entities – associations for instance and internal stakeholders


    Execute agreed actions stemming from the NPS (Net promoter score) survey in the UK. Focus on activities in the service growth remit, in both the recipient and professional spaces
    Build relationships with different stakeholder groups, namely

    • Clinicians/Surgeons
    • Procurement
    • Finance
    • Commissioners/Managers
    • Partners which could participate in the solutions offered
    • Understand and map the existing business processes and infrastructure related to customer services revenue generation cycle. Influence internal stakeholders to invest in the expected infrastructure and process.
    • Listen to and understand the customer needs in terms of business processes and infrastructure to implement the "Customer Experience Strategy" and relating EMEA business models aimed to stimulate Customer Base sales/revenue.
    • Oracle – IT
    • Cloud/"Big Data"/ Business intelligence
    • Customer Relationship Management Software (CRM)
    • Marketing Automation tools
    • Online/Web/Application
    • Increase acceptance on mobile, online applications related to growth
    • Ensure that changes facilitate the following intents:
    • Increasing revenue while managing tradeoffs between incremental growth potential vs. cost/time to execute
    • Optimising margins (cost of sales).
    • Increasing campaign conversions.
    • Drive renewal of contracts and value expansion
    • Responsible for all related reporting requirements completed in line with sales agreements
    • Ensure monthly reports are completed for Cochlear Care clinics
    • Liaise with finance to ensure CCB (MRP) reports are completed monthly
    • Provide reports to clinics on an agreed schedule
    • Communication and education
    • Educate the UK team crossu functionally
    • Sales population for contract / solution sales
    • Customer service population for cross selling and up selling
    • Represent the UK for EMEA growth initiatives
    • Share best practices from the UK to other countries
    • Subject matter expert for EMEA Cochlear Care models and potentially advocate the Cochlear Care solution in EMEA

    Team Role (Team Member)

    • Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement.
    • Contribute ideas on systems and process methods to improve deliverables
    • Work safely, complying with all safety procedures, rules and instructions; and reporting workplace hazards, incidents or injuries to manager
    • Be point of contact for customer base related business questions (Marketing and others)

    Cochlear Behavioural Competencies

    • Leading with Innovation and Vision
    • Aligns work with Company strategy and direction
    • Innovates in a way which adds value to the business
    • Taking Personal Accountability
    • Shows initiative and takes accountability for achieving business outcomes
    • Analytical Thinking & Problem Solving
    • Seeks information through investigation and research
    • Solves problems and shows judgment in decision-making
    • Contributing to Team Performance
    • Aligns goals and objectives at the individual, team and department/region level to monitor progress and drive performance
    • Collaboration with Others
    • Collaborates and builds alignment with others to meet business goals and objectives
    • Personal Effectiveness
    • Is responsible and professional in their approach
    • Demonstrates the Core Values and is committed to life-long learning and development of their capabilities

    Key Incumbent Requirements

    Minimum

    Track record in increasing customer base sales and selling contracts
    Education: University Degree in Marketing/Business or similar field combined with practical business experience.
    Work Experience:

    • Min. 3-5 years total work experience.
    • Min. 1-3 years' experience in related field (after-sales, customer experience/services, Marketing).
    • Experience working in service sales, including. direct experience in selling contracts. Former service P&L responsibility is a plus.
    • Experience in developing service sales skills and coaching sales people in selling services.
    • Experience in Healthcare sector.
    • Project Management across departments
    • Understanding of marketing concepts, particularly customer segmentation is a plus

    Technical Skills:

    • MS Office (advanced).
    • ERP-Software (e.g. Oracle / SAP).
    • CRM-Software (e.g. Salesforce).
    • General affinity to technical topics (web-based, apps, cloud, etc.)
    • Basic statistical skills / ability to analyze complex sets of data.

    Soft Skills:

    • Social Competence/Communication skills: Acts at an interface between and communicates with diverse in- and external stakeholders also in a multicultural context.
    • Relationship building and influencing skills: Must convince stakeholders in the organisation and change their mindset.
    • Initiative / Creativity: Must proactively generate ideas/concepts.
    • Customer Focus: In all concepts must always consider impact on customer benefit/experience.
    • Clear Thinking & Analytical skills: Must draw relevant conclusions from a range of data/information and convert these into practical business approaches/models,
    • Persistency: Must drive own ideas/concepts to diverse stakeholders across countries/functions.

    Additional Skills:

    • Project Management (preferably PMBoK approach).
    • Language Skills: English (excellent written and spoken).
    • Ideal

    Work Experience:

    • Has sold 'outcome based' solutions or contracts
    • Some eCommerce experience, B to B and desired understanding B to C.Experience in medical devices and/or hearing industry.
    • Previous direct responsibility over service P&L, sales numbers (range of > 20 m$).

    Additional Skills:

    • Change Management Theory and practice.
    • Lean (Green Belt minimum) is a plus
    • Language skills: Any other European language (German, French, Italian, etc.)
    • Development Value Of This Role
    • Opportunities to develop relationships across EMEA region
    • Opportunity for innovation, developing new business models and processes in the after-sales field
    • Visibility to global leadership team

    Region-specific Requirements

    • Business travel across EMEA.

    Method of Application

    Interested and qualified? Go to Cochlear on careers.cochlear.com to apply

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