Customer Experience Specialist

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

The AMI Customer Experience plays a key role in building and maintaining positive customer relationships, which can result in greater loyalty, retention and business growth.

The AMI Customer Experience is responsible for leading and coordinating strategies designed to improve the customer experience across all touchpoints with Allergan Medical Institute.

Your responsibilities include:

1. Develop and implement policies and procedures to improve customer satisfaction with AMI activities.

2. Analyze customer feedback to identify areas for improvement and opportunities for innovation across all AMI interactions.

3. Collaborate with other teams such as marketing, sales, customer marketing, Medical Affairs to ensure an integrated and consistent customer experience.

4. Manage training programs for the entire AMI team, AMI Faculty Speakers and other areas involved with AMI activities to improve customer service and communication.

5. Monitor key performance metrics related to customer experience and develop action plans to achieve established goals.

6. Implement technologies and systems that facilitate customer interaction with the company.

7. Resolve complex issues related to the customer experience and ensure satisfactory resolution for all parties involved.

8. Foster a customer-centric organizational culture, encouraging all employees to prioritize excellence in customer service.

9. Develop and implement customer experience strategies to increase registration and monthly access to digital medical education portals, focusing on improving usability, personalizing content and maximizing user satisfaction

10. Ensure an integrated and cohesive multichannel journey between different touchpoints, aligning experiences across all contact points, based on data, promoting greater customer engagement and improvement in the available educational journeys.

Qualifications:

Hard skill characteristics that help an AMI Customer Experience effectively implement strategies and programs designed to improve customer satisfaction and loyalty.

1. Data Analytics: Ability to collect, analyze, and interpret data related to the customer experience, including customer feedback, customer satisfaction metrics, and customer behavior patterns.

2. Customer Relationship Management (CRM) Knowledge: Familiarity with CRM systems to manage customer interactions, store customer information, and facilitate personalization and segmentation of communications.

3. User Experience (UX) Design: Understanding UX design principles to create interfaces and experiences that are intuitive, efficient and enjoyable for customers.

4. Project Management: Ability to manage projects related to improving the customer experience, including planning, execution, monitoring and control of activities and resources.

5. Business Process Management: Ability to map, analyze and optimize business processes to improve operational efficiency and customer experience.

6. Digital Marketing: Knowledge of digital marketing strategies, including SEO, social media, content marketing and marketing automation, to drive customer engagement and retention.

7. Information Technology: Basic understanding of IT technologies and systems relevant to the customer experience, such as e-commerce platforms, customer support systems and data analysis tools.

8. Leadership and Team Management: Ability to lead and motivate multidisciplinary teams, set clear goals, provide constructive feedback and develop team talent to achieve customer experience objectives.

For a Customer Experience, some essential soft skills include:

1. Effective Communication: Being able to communicate clearly and concisely with customers and team members is critical to understanding customer needs and conveying customer experience strategies and guidelines.

2. Empathy: Having the ability to understand and put yourself in the customer's shoes is crucial to offering solutions and experiences that meet their needs and expectations

3. Critical thinking: Being able to analyze customer feedback, identify problems and opportunities for improvement, and develop effective solutions is critical to improving the customer experience.

4. Teamwork Ability: Working closely with other teams such as marketing, sales, Medical Affairs requires teamwork skills to ensure an integrated and consistent customer experience.

5. Problem solving: Being able to deal with challenging situations and resolve problems effectively and satisfactorily for the customer is critical to maintaining customer satisfaction and loyalty.

6. Flexibility: Being open to change and adaptation as customer and business needs evolve is important to ensure customer experience strategies remain relevant and effective.

7. Creativity: Being able to think outside the box and develop innovative solutions to improve the customer experience can help differentiate a company from the competition and create memorable experiences for customers.

8. Time management and prioritization: Efficiently managing time and prioritizing tasks is crucial for handling multiple projects and demands simultaneously, ensuring customer experience goals are achieved in a timely and effective manner.

A Customer Experience can have training in several areas, as this role combines management, communication, data analysis and customer knowledge skills. Some areas of training that are common for Customer Experience include:

1. Business Administration or Business Management: This training offers a solid foundation in business management and strategy, which is essential for leading Customer Experience initiatives.

2. Marketing: Marketing offers insights into understanding customer needs and preferences, as well as communication and branding skills, which are key to creating a positive customer experience.

3. Data Science or Business Analytics: Understanding and interpreting data about customer behavior is crucial to optimizing the customer experience. Therefore, data analysis skills are increasingly important for Customer Experience.

4. Consumer Psychology: A deep understanding of human behavior, motivations and customer preferences can be gained through studies in consumer psychology, which is valuable for improving the customer experience.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.