Active Jobs 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.
   

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Position Description:

• The role will spearhead our efforts in expanding our footprint in the Sub-Saharan African market outside South Africa (Angola, Botswana, Eswatini (the Kingdom of), Ethiopia, The Gambia, Ghana, Kenya, Lesotho, Liberia, Malawi, Mauritius, Mozambique, Namibia, Nigeria, Republic of South Sudan, Rwanda, Seychelles, Sierra Leone, Uganda, United Republic of Tanzania, Zambia, and Zimbabwe). The incumbent will be at the forefront of identifying new business opportunities, building strong relationships with key stakeholders, and driving sales growth and market expansion for our animal health products.

Key Responsibilities:

• Develop and execute a comprehensive business development strategy for expanding our presence in Sub-Saharan Africa.
• Identify potential business opportunities and establish partnerships with key distributors, large commercial farms, and agricultural organizations.
• Conduct market research to understand regional trends, competitor activities, and customer needs to inform strategic decisions.
• Build and maintain strong relationships with current and prospective clients, ensuring their needs are met and exceeded.
• Collaborate with internal teams including marketing, sales, and regulatory to align efforts and achieve business goals.
• Prepare and deliver persuasive presentations and proposals to clients and stakeholders.
• Monitor and report on market conditions, sales performance, and business development activities.
• Prepare, review and maintain sales contracts ensuring adherence to legal and corporate guidelines.
• Initial focus is to dive growth in existing markets with existing products and medium term through a combination of expansion with new products and new territories.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Animal Health, or related field.
• Proven experience in business development, preferably within the animal health industry and/or export sales.
• Strong understanding of the Sub-Saharan African market and its dynamics.
• Excellent communication, negotiation, and relationship-building skills.
• Excellent time-management and organizational skills.
• Ability to work independently and as part of a team, with a proactive and results-oriented approach.
• Strong written and verbal communication skills in English.
• Computer literate in Microsoft Office applications
• Willingness to travel extensively within the region.
• Current driver’s license
• Reporting Relationship
• Reports to Head of Sales Exports
• No direct reports