WuXi AppTec

  • Senior Director, Customer Experience

    Job Locations US-MN-St. Paul
    Job ID
    2018-4527
  • Overview

    The Director / Senior Director of Customer Experience serves as the voice of the customer for WuXi AppTec’s Laboratory Testing Division. Works in partnership with Operations and Commercial teams to develop and implement the strategies and tactics to deliver a positive customer experience. This position has overall accountability for both customer engagement and customer retention.

    Responsibilities

    • Lead the development and implementation of the customer experience strategy. Leverages relevant market research and customer insights to recommend and refine both strategy and tactics.
    • Partners with Operations and Commercial teams to transform the infrastructure and processes that support a positive customer experience, with an aim toward customer development, retention and expansion.
    • Establish alignment of the customer communication strategy and tactical execution to create and ensure consistency in both messaging and interactions with customers.  Establishes a system to evaluate and calibrate across teams to ensure ongoing alignment and consistency.
    • Acquire and use customer insight and feedback, works cross-functionally to develop strategies to improve service delivery, including guiding and informing improvements in ordering, invoicing and other customer touch-points.
    • Identifies client roadblocks, objections and failure points and develops strategies to overcome them.
    • Lead/Manage a group of customer success professionals who work with customers post-sale to ensure a high quality customer experience.
    • Maintain deep knowledge of customer industry, products and position in the market.
    • Perform job specific tasks in compliance with applicable Regulations, International Standards, and WuXi AppTec Policies and Standard Operating Procedures.
    • Other duties as assigned

    Qualifications

    Experience / Education:  

    • Minimum 10 years of commercial experience in a customer experience, sales, marketing or related role.
    • Experience in the laboratory services industry or other related technical service is required. Direct experience in a CRO is preferred.
    • Minimum of a Bachelor degree in a commercial or scientific field, Master’s degree or MBA preferred.
    • Proven experience developing, motivating and leading teams of cross-functional resources in a matrixed organization with competing priorities with or without direct authority and reporting relationships.

     

    Knowledge / Skills / Abilities:

    • Proficient verbal & Written communication skills.
    • Need to be able to read, write and understand English, fluent in Mandarin is desired.
    • Proficient project management skills with demonstrated ability to manage to budget, prioritize goals and drive completion of milestones and targets.
    • Demonstrated ability to work in ambiguous situations and respond to new information and unexpected circumstances.
    • Proficient in Microsoft Office Suite (Excel, Word, Outlook).

     

    Physical Requirements:          

    • Must be able to work in an office environment with minimal noise conditions.
    • Ability to stand and sit for long periods.Ability to lift/push/pull 10 lbs. occasionally.
    • Travel is required up to 25%, i
    • Including both domestic and international travel requiring overnight stays.

     

    An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

     

    This job description does not state or imply that the above are the only duties and responsibilities assigned to this position.  Employees holding this position will be required to perform any other job-related duties as requested by Management.

     

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