Customer Service Manager

Job Description:

 Job Title : Customer Experience Manager

 JOB PURPOSE AND SCOPE

• The role requires close collaboration with internal stakeholders (Marketing, Sales, Quality Assurance, Regulatory Affairs) and the global Customer Experience team to deliver seamless and compliant customer journeys for both patients and healthcare professionals (HCPs).
• This role will be responsible to evaluate current customer journey, engagement touch-points and recommending improved solutions as well as implementing these solutions via the third-party contact center supplier.
• This role demands strategic thinking, cross-functional coordination, and a strong commitment to continuous improvement, customer advocacy, and regulatory compliance.
• Effective management of third-party contact center or in-sourced contact center.

 Managing the Customer Service Operations:

• Ensure optimal contact center resourcing and accurate manpower forecasting for all interaction channels (calls, emails, chat, messaging) across BGM, FreeStyle Libre, and digital health tools.
• Monitor and review performance and KPIs regularly (daily, weekly, monthly, quarterly), conduct structured review meetings, and identify improvement opportunities.
• Manage escalations and dispute resolution, collaborating with cross-functional teams and third-party vendors to maintain service quality.
• Maintain and update country-specific CX content in knowledge systems, ensuring validation by relevant functions (RA, QA, Medical, Marketing) and compliance with quality standards.
• Oversee CX budget and policies, including warranty/goodwill refinements, and ensure alignment with commercial objectives.
• Drive continuous improvement through feedback analysis, call monitoring, promotional calendar coordination, and quarterly onsite reviews to keep agents informed and prepared.