Customer Care Transformation Lead

Key Role in Customer Care Area with focus on innovation and transformation The ideal candidate will supervise Customer Care strategy adoption in the assigned market, ensuring that all departments within the assigned markets are consistently applying the strategy.
Work in constant partnership with internal stakeholders.
Nurture productive relationships built on a common goal of customer obsession and commercial success.
Review and discuss with BD, SFE, Marketing Team, Customer service team, Comm.
Ops.
members KPI concerning customer satisfaction, providing insights and suggesting corrective actions.
Monitor and understand market trends in terms of raising customers' needs, behaviors, and dissatisfaction to proactively propose actions to meet new requirements or solve dissatisfaction issues.
Take care of all activities related to Customer Care systems or data management.
Strategically support the SFE and Customer Care Director in revamping and optimizing the SFE systems and related analytics, working closely with the Commercial Effectiveness Manager.
Lead the data fusion strategy implementation, working closely with Digital marketing to enable a 360 customer experience approach.
Categoria: Healthcare / Pharmaceutical Luogo di lavoro: Roma Requisiti: The successful candidate has proven experience in Customer Care Transformation in dynamic companies with track record on building strategical and synergetic relationships among the key stakeholders inside and outside the company.
CRM management experience and a strong relationship/connection with field force is strongly recommended.
Office based - Rome.
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