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  • Posted: Nov 20, 2024
    Deadline: Not specified
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  • Elanco is a global animal health company. At Elanco, we work to improve the health of animals through innovative products, expertise and service. We provide solutions that empower our customers to advance a vision of food and companionship enriching life. #WeAreElanco


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    Customer Experience Manager

    Summary:

    • The Customer Experience Manager plays a vital role in ensuring a best-in-class customer experience for Elanco customers across South Africa and sub-Sahara Africa. This role focuses on enhancing customer satisfaction, optimising internal processes, and driving continuous improvement in customer interactions. This individual will serve as a key liaison between internal and external stakeholders, ensuring seamless communication and collaboration. The Customer Experience Manager will also lead HSE initiatives within the South African affiliate.

    Essential Duties and Responsibilities:

    • Customer Experience Enhancement: Develop and implement strategies to elevate the customer experience across all touchpoints, including pre-sales, sales, and post-sales interactions. Gather customer feedback and identify areas for improvement.
    • Process Optimization: Analyse existing internal processes and identify opportunities for streamlining and improvement to enhance customer experience and operational efficiency. Collaborate with relevant teams to implement changes.
    • Cross-Functional Collaboration: Act as a central point of contact between internal and external stakeholders, ensuring alignment and effective communication regarding customer experience initiatives.
    • Customer Insight Generation: Conduct research and data analysis to gain insights into customer expectations, priorities, and emerging trends. Share these insights with relevant teams to inform strategic decision-making.
    • Sales Enablement Support: Provide data analysis and support to sales teams to enhance their effectiveness and improve customer engagement.
    • HSE Leadership: Champion and implement HSE initiatives within the South African affiliate, ensuring compliance with Elanco's global HSE standards.
    • Data Analysis and Reporting: Analyse customer experience data and prepare regular reports on key metrics, including customer satisfaction scores, feedback trends, and process improvement progress.
    • Commercial Data Management: As data owner, set and apply governance standards, identify and close data gaps, working with partners or using in-house resources, build efficient and effective insights and related reporting standards
    • Project Management: Lead business improvement projects centred around customer centricity, cost savings, and process efficiency optimisation. 
    • Continuous improvement: Engage in financial and commercial activities seeking to optimise return on investment across all business units in South Africa and sub-Saharan African markets. Quantify cost savings, and lead the implementation of selected business improvement projects.  

    Minimum qualifications and experience:

    • Bachelor’s degree in Business Administration, Marketing, or a related field.
    • An MBA or equivalent post-graduate qualifications would be preferred.
    • 5 years relevant experience

    Preferred Skills:

    • Strong understanding of sales processes, distribution networks, and customer relationship management.
    • Excellent communication, interpersonal, and presentation skills.
    • Proven ability to work effectively in a cross-functional team environment.
    • Strong analytical and problem-solving skills.
    • Proficiency in Microsoft Office Suite.
    • Experience working in the South African animal health market.
    • Experience with HSE management systems.
    • Familiarity with CRM software.
       

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    Method of Application

    Interested and qualified? Go to Elanco on elanco.wd5.myworkdayjobs.com to apply

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