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東京都のカスタマーサポート・コールセンターの求人349件応募資格・募集要項・仕事内容を見る
Customer Experience Manager - Diabetes Care
- 給与
- 記載なし
- 勤務地
- 東京都
- 休日
- 記載なし
- 雇用形態
- 記載なし
どんな仕事かAIによる生成
The Customer Experience Manager shapes and executes the customer experience strategy for ADC Japan, managing customer service operations and driving customer engagement and operational excellence. The role leads customer experience initiatives and global-led projects, and serves as the Safety Control Manager for In Vitro Diagnostic products and Class I medical devices.
この求人に応募
応募資格
必須
- Ability to work in a highly matrixed, fast paced and diverse business environment.
- Ability to engage with and leverage wholesaler team to achieve sell out targets.
- Strong verbal, organizational and written communications with ability to effectively communicate in English. Japanese as a native language.
- Degree level in business, marketing or management-related subject.
- Fluency in Japanese and English language (both spoken and written business language).
- At least 4 years’ 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.
募集要項最終確認 11/4
- 職種
- カスタマーサポート・コールセンター
- 雇用形態
- 記載なし
- 役職
- Customer Experience Manager
- 給与
- 記載なし
- 給与の詳細
- The base pay for this position isN/A
- 勤務地
- Mita South Tower, Minato-ku
- 働き方
- Ability to work independently and remotely from home (if required).
- 経験年数
- 4年以上
- 掲載日
- 2026/10/13 06:25（23日前）
- 最終確認
- 2026/11/04 20:22（1日前）
仕事内容
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
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 Abbott’s and Country’s 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.
Regulatory and Safety Responsibilities
- Serve as the Safety Control Manager (as defined under Japanese regulatory requirements) for In Vitro Diagnostic (IVD) products and Class I medical devices.
- Responsible for the collection, evaluation, and reporting of health hazard information, and for ensuring timely communication with internal stakeholders and regulatory authorities.
Team Leadership
- Provide leadership and work direction to create a focused, results-driven and passionate team at the contact center.
- Coach, mentor, and develop team members, fostering a culture of accountability and continuous improvement.
- Monitor team performance against pre-determined KPI’s and standards
- Solve operational and process improvements to increase customer satisfaction and increase team productivity
- Share monthly management dashboards with Country Leadership team with actionable insights, to drive the growth of both base & new businesses.
- Manage workforce planning, recruitment, and retention strategies to ensure optimal staffing and engagement.
Driving best-in-class performance
- Identify industry trends, and bring best in class practices to the customer experience organization.
- Define and create 'best in class' customer journeys that support the business growth targets.
- Promote and build the brand, and drive engagement, customer satisfaction, optimal conversion, and constantly strive for improvement by considering appropriate tools, systems and methods testing (e.g. research, surveys and database marketing) coupled with effective data analysis, whilst ensuring all stakeholders are consulted and well managed throughout the project/process.
SUPERVISORY/MANAGEMENT RESPONSIBILITIES (if applicable)
- Reports to: (1) Commercial Director (direct line reporting)
- (2) Head, Customer Experience, Asia Pacific (dotted line reporting)
Accountability
- Indirect report: Third party Customer Experience Professionals and Team Leaders.
- Complexity: Supports Blood Glucose Monitoring products, FreeStyle Libre system and Digital Health Tools businesses for ADC Japan.
この求人は、アボットジャパン合同会社の採用ページの内容をAIが読み取って整理したものです。応募の前に採用ページの原文を確かめてください。データの集め方企業サイト
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- Commercial Planning Specialist
- Senior Specialist Quality Assurance
- Safety Specialist
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- Head of Commercial Excellence
- TSD (Total Solution Design) Specialist
職種と勤務地が似ている求人東京都のカスタマーサポート・コールセンター 349件
東京都のカスタマーサポート・コールセンターの求人をすべて見る（349件）募集元の採用ページから応募できます
応募はアボットジャパン合同会社の採用ページで受け付けています。このページは採用ページの掲載内容をもとに構成しているため、最新の応募条件は募集元でご確認ください。
この求人と近い条件で探す数字はリンク先ページの掲載件数
応募資格の語から探す
- 英語18,041
- 日本語7,881
- カスタマーサポート・コールセンター714
- セールス13,310
- マーケティング3,246
- Microsoft 3651,108
- Power BI630
- SQL2,824
- CRM1,646
- Salesforce1,619
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