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MWI Animal Health have an exciting new opportunity for a talented Customer Experience Director to join our dynamic and innovative team.
This role is part of the Senior Leadership team and has considerable scope for creativity, strategic thinking, and business development. The Customer Experience Director will be responsible for the development and retention of our Strategic Customers, our Strategic accounts and Customer Service teams and go-to-market strategies across our Strategic Customers. This person needs to have a broad experience of building long term partnerships with Global Strategic Accounts, strategic planning, business development, and the ability to negotiate multi-million-pound contracts at Board Level.
The candidate must have strong people leadership experience and would benefit from prior experience with Private Equity customers. Complexity doesn’t phase you and you are comfortable moving at pace to effectively respond to the needs of senior stakeholders and decision makers. You are very commercially minded, driven and most importantly curious about your customers and how you can creatively develop strategic solutions to retain high revenue accounts and drive margin growth for our business. You understand that customers are at the heart of everything we do however, you have the resilience to challenge the status quo so that all partnerships are mutually beneficial.
Primary Duties and Responsibilities:
- Be responsible for the iteration and delivery of the business development strategy for strategic high value accounts.
- Act as a key member of the Senior Leadership Team, identifying and resolving cross-functional challenges, communicating team and company strategy and creating stronger ties to key customers.
- Manage senior members of the Strategic Accounts and Customer Service team, who will be the day-to-day points of contact for strategic accounts.
- Ensure the Strategic Account Managers maintain accurate records of all prospecting and existing customer activities for strategic accounts
- Finance and Reporting – effectively set and meet budgets for revenue and operating expense; experience managing a P&L; clearly explain financial performance and identify risk
The above list is not exhaustive, and you may be required to carry out any other reasonable task as requested, appropriate to the scope of the post.
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Experience, skills and knowledge requirements:
Skills
Planning; Prioritization; leadership; Communication; Coaching Effectiveness; Goal Setting; Delegating; Accountability; Time Management; Assertiveness
Experiences
Management background with a proven ability to implement a strategy, build a business model (e.g. pricing, route to market, etc.), and deliver excellent customer service; management experience in sales, marketing or customer service; familiarity with value added services and long sales cycles; experience with regulatory compliance
Attitudes
Accepts responsibility for their own and their teams’ actions; driven - not easily satisfied; high emotional resilience and confidence; medium level of patience; curious – seeks to understand; personal presence (gravitas) – holds attention and gains credibility
Results:
Previously delivered growth through both customer acquisition and retention; successfully launch products or services to existing and new customers; completed integration of systems, businesses and offerings for improved business performance and customer retention; won and retained enterprise level customers
Cognitive Skills:
Big picture and long-term strategic thinking; divided attention; fast processing/decision making (decisive); ability to balance numerous business needs, triage and prioritize
Habits:
Initiative - looks for new business opportunities and new services that make customers successful; consistently customers successful; consistently question the status quo and look for ways to improve every process, system and service; Competitive Style - sets business and personal goals and works methodically to achieve these
We want to encourage individuals from the animal health and FMCG backgrounds to apply. If you are interested but unsure, please contact our Talent Acquisition Business Partner Anusha Anusha.Tabari@Cencora.com for a confidential chat to learn more.
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: Centaur Services
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
