Customer Care Manager

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募集要項

会社概要

同社は外資系ヘルスケア企業の日本法人で、医薬品や診断機器、栄養製品など幅広い分野で高品質な製品とサービスを提供しています。

業務内容

  MAJOR RESPONSIBILITIES: The Customer Experience Manager plays a critical leadership role in shaping and executing the customer experience strategy for ADC Japan. This position is responsible for driving operational excellence, enhancing customer engagement across all touchpoints, and ensuring alignment with global initiatives. If Key Performance Indicators are missing targets and/or processes not in control, the Customer Experience Manager should review/troubleshoot and ensure effective corrective actions are taken by the relevant parties, in accordance to Abbottʼs and Countryʼs guidelines as well as quality system. In addition to managing third-party customer service operations, the Customer Experience Manager leads the implementation of global-led projects. The position also holds regulatory accountability as the Safety Control Manager for In Vitro Diagnostic (IVD) products and Class I medical devices, overseeing the collection and reporting of health hazard information in accordance with Japanese regulations. Managing the Customer Service Operations: • Refining the Warranty/Goodwill policy for ADC Japan (both BGM & FreeStyle Libre) in conjunction with Commercial or Sales Director. • 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. Represent Japan in global CX forums, contributing insights and aligning local operations with global strategies. Customer Advocacy: • Drive and implement customer experience initiatives in Japan, ensuring consistent service quality and high customer satisfaction. • Understand customer needs and market dynamics, leveraging insights to innovate processes, systems, and tools that enhance engagement for patients and HCPs. • Serve as the primary liaison between global/APAC CX teams and local stakeholders, ensuring seamless localization and execution of global strategies. • Collaborate cross-functionally with Marketing (including CRM), QA/RA, and other teams to embed global standards while adapting to local market requirements. • Lead strategic discussions and resolve escalations, anticipating customer journeys and proactively improving touchpoints. • Gather and analyze customer feedback, developing actionable improvements to elevate the overall experience. • Represent Japan in global CX forums, contributing insights to shape worldwide best practices.

応募条件

• At least 4 yearsʼ experience in managing an in-house and/or an outsourced contact center.• Have had experience in setting up a customer service contact center, preferred.• Prior sales or marketing experience preferred.• Healthcare and/or Medical Device exposure will be an added advantage.• Strong experience in customer journey design through multiple channels.• Demonstrated track record in driving change cross-functionally and working within project or virtual teams.• Ability to grasp detailed information and understand what this means for the customer.• Ability to juggle multiple projects and priorities.• Proven ability to influence stakeholders.• Act with sense of urgency and follow through till project/task completion.• Ability to work independently and remotely from home (if required).• Good customer complaint handling skills.• Tech-savvy and familiar with social media channels.

• • Competent skills in Microsoft 365, Power BI, SQL and CRM platform (e.g. Salesforce)etc.

給与

1200 - 1500 万円

勤務地

東京