Customer Excellence Head

Há 3 dias

São Paulo, Brasil Merck Group Tempo inteiro

Work Your Magic with us

Ready to explore, break barriers, and discover more? We know you’ve got big plans - so do we Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

**Your Role**
- Strategic Leadership: Develop and implement a customer excellence strategy that aligns with corporate and regional objectives, ensuring a unified focus on customer satisfaction.
- Customer Insights: Collect and analyze customer feedback and data to identify trends and areas for improvement, driving initiatives that enhance the customer experience.
- Digital Transformation: Lead efforts to integrate digital tools and platforms, improving customer interactions and streamlining processes for greater operational efficiency.
- Automation Implementation: Identify and execute opportunities for automation within customer service processes, aiming to boost efficiency and reduce response times.
- Cash Collection Oversight: Manage cash collection processes to ensure timely and accurate receipt of payments, thereby enhancing cash flow and financial performance.
- Cross-Functional Collaboration: Collaborate with sales, marketing, and other teams to ensure a consistent and high-quality customer experience across all touchpoints.

**Who you are**
- Customer Experience Management: Proven experience in managing customer experience, preferably in a regional or global context, demonstrating a deep understanding of customer needs. This includes experience in customer service-related positions, such as Manager or Head.
- Leadership Skills: Strong leadership abilities to inspire and influence teams, fostering a collaborative environment focused on achieving customer excellence.
- Analytical Proficiency: Excellent analytical skills to interpret data effectively, facilitating informed decision-making and strategic planning.
- Communication Abilities: Exceptional communication and interpersonal skills that enable effective collaboration across diverse teams and functions.
- Project Management Expertise: Strong project management skills with a keen attention to detail, ensuring successful execution of initiatives and programs.
- Multilingual Proficiency: Advanced proficiency in multiple languages, including advanced English and desirable advanced Spanish, enhancing communication with diverse customer bases and contributing to improved engagement and satisfaction.

**What we offer**:We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress

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