Manager, Customer Experience (North America)

Role: Customer Experience Manager North America

Are you ready to challenge yourself in a new environment and have a real impact?

Do you want a career that impacts millions of people for the good? At Mölnlycke, you’ll be helping to equip medical professionals with solutions to improve outcomes for patients. And you’ll develop your career in a growing organization with an inspirational culture – where you’ll be recognized for the results you’ve achieved.

You’ll make significant contributions in the following areas:

• Lead, develop and implement Customer Experience team(s) activities in order to continuously improve customer experience.
• Supply best in class customer experience organisation.
• Organize and plan the Customer Experience Team in order to secure necessary resources and competencies to deliver the strategy.
• Coordinate, optimize, lead and deliver activities related to Customer Experience Strategy.
• Collect, analyse, and interpret customer interactions data to identify insights requirements and information useful in optimizing customer experience.
• Participate and contribute to Customer Experience transformational and digitalisation project.
• Align with local BA’s and GCC VP and leadership team on strategic priorities and development of initiatives to meet customer expectations for the future
• Ensure best in class deployment of processes, tools, governance and capabilities across North America
• Directly manage the US team providing guidance and coaching to drive performance and support development
• Take the lead to maximize synergies between US and Canada

What you’ll get

• Competitive Salary
• Annual performance related bonus
• Full Benefit Package
• Wellbeing initiative

What you’ll need.

• Bachelor’s degree in Business, Marketing, Sales or related field from an accredited college/university required
• Minimum Bachelor Level (Masters Level preferred)
• Proven experience of minimum 5 years in a staff management position, preferably in Customer Experience in an international organisation.
• Previous experience in process improvement methodologies an asset (i.e. Lean Six Sigma)
• Experience with telephone, in-house sales welcome
• Project Management Experience
• Digitally Savvy
• Computer skills : Microsoft suite / ERP -SAP
• Minimum C level in English

About Mölnlycke

Mölnlycke is a world-leading medical products and solutions company that equips healthcare professionals to achieve the best patient, clinical and economic outcomes.

Our business is organised in the four business areas Wound Care, Operating Room Solutions, Gloves and Antiseptics, where customer centricity, sustainability and digitalisation are at the heart of everything we do.

Mölnlycke employs around 8,400 people. The company headquarters are in Gothenburg, Sweden and we operate in more than 100 countries worldwide. Since 2007, the company has been part of Investor AB, an engaged owner of high-quality, global companies which was founded by the Wallenberg family in 1916. For more information, please visit www.molnlycke.com and www.molnlycke.com/careers

Job Type: Full-time

Salary: $85,565.51 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: In person