Customer Experience Manager at Elanco

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.