The CXBM coordinates all customer facing roles to deliver personalized and orchestrated customer experience within his/her geographic territory based on analytics insights and regional specificities.
**Key responsibilities**:
**Key Deliverables**:
- Regional business plan in line with strategy to improve customer experience and deliver business objectives in territory, and subsequent achievement of objectives
- Individual team development plan
- Customer Effort Score and NPS (at CX specialists team level)
- Sales target (at CX specialists team level)
**Activities**:
- Coaches and leads CX specialists to:
- Create a personalized customer experience
- Use omnichannel approach and coordinate all touchpoints with the customer including agile marketing campaigns, symposia, visits, calls, etc.,
- Use digital interaction channels in support of the omnichannel approach
- Use Advanced Analytics insights
- Feedback data to the Advanced Analytics team through various tools, including CRM
- Sets guardrails for CX specialists to guide them on their responsibilities to deliver personalized orchestrated customer experience. Arbitrates and make corrective actions to CX specialists' suggestions when needed
- Ensures seamless collaboration between CX specialists, MSLs, market access to deliver the best customer experience
- Provides continuous feedback to ensure CX specialists' development
- Monitors performance of sales teams and its evolution over time in the context of market trends using dashboards
**Professional experience & Education**:
- Distinct knowledge of local network, their decision-processes/ structures
- Experience using data insights to make business decisions
- Experience leading a team in a commercial environment
- Ability to make decisions/arbitrage
- Strong mentoring and coaching skills
- Effective goal setting and planning skills
- Ability to deal with ambiguity
- Deep listening skills
- Ability to create a problem solving environment
- Strong influencing skills across the company
- Motivating, ability to build a sense of trust and rapport with team
- Role model of core-behaviours and the new ways of working
- Curious
- Collaborative
- Customer centric
**Why work with us?**: