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About Allergan Aesthetics

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 www.AllerganAesthetics.com.

Customer Experience Manager

France Req ID 2207570 Category Supply Chain & Materials Management Division Allergan Aesthetics

As a Customer Experience Manager, you will be responsible for providing the best experience to Facial, Body Contouring and Coolsculpting customers, including KAM customers and Inside Sales customers.

As part of your role, you will be focused on delivering a consistently exemplary customer experience.  Your ability to serve not only ensures Customer Service levels and standards are met but allows us drive a competitive edge through our CS excellence program in ensuring we make business easy for our customers. As an ambassador for Allergan Aesthetics, your role provides support for our Customers throughout the whole customer lifecycle according to local CS policies/procedures. 

The role requires daily contact and effective collaboration with supporting functions internally and externally. A flexible and positive approach to tasks, with the ability to execute with speed and precision on operational, system and/or service improvements that are implemented locally is key.  As part of the Allergan Aesthetics team your passion for providing customer insights and looking for better, more efficient ways to serve the customer will help ensure Allergan Aesthetics is making business easy. 

 

 

KEY DUTIES AND RESPONSIBILITIES: Describe scope:

% of Time or

Importance

 

ENSURE the best in class customer experience for COOLSCULPTING/BODY CONTOURING Customers

  • Manage Body Contouring and Coolsculpting service after sales, including high customer focus in order to resolve challenges and issues and provide an answer to the customer systematically
    • Invoice issues
    • Shipping issues
    • Supply issues
    • Blocked orders
    • Technical issues
    • Unsatisfaction with the product
  • Liaise with Customer Service/ Technical Engineers in Dublin when appropriate
  • Liaise with Coolsculpting and Body Contouring sales teams when appropriate
  • Capacity to achieve a system delivery in clinic if needed
  • Act as a single point of contact for all logistics queries of Body Contouring and Coolsculpting customers
  • Ensure follow-up of materiovigilance cases
  • Act as a database administrator for VEEVA and SAP
  • Provide weekly and monthly data analysis for NSM and PDM (from Connect and SAP)
  • Participate in different projects
  • Update territory alignment, including in POWER BI
  • Provide logistic and organizational support for CoolSculpting events
  • Liaise with Customer Service/Technical Engineers, Sales teams, materiovigilance teams when appropriate 

 

50%

ENSURE the best in class customer experience for KAM Customers

  • Participate in new contract elaboration, development and follow up with the customers
  • Provide support for all contracts with dedicated teams Finance, Legal, trade channel, etc
  • Support to Field Force when creation of a new account
  • Support with CS team for new Toxin customers when available

 

25%

ENSURE the best-in-class customer experience for Inside sales Customers

  • New account creation management
  • SAP analysis / Power BI for monthly report VSP activity and sales
  • Participate in different projects / provide support

 

25%

Qualifications:

JOB QUALIFICATIONS (MINIMUM REQUIREMENTS):
 

Education and Experience / Essential Skills, Experience, and Competencies (includes Licenses, Credentials) Ex. PROFIL

Education and Experience:

  • At least 2 years of experience in customer service or sales/account management within Allergan
  • Fluent in local country language requirements  
  • Good level of English both oral and written (Business / System language)
  • Experience with ERP preferably SAP, contact center systems, Ecommerce experience
  • Experience with MS Office Word and Excel
  • Knowledge of performance tools, KPIS, etc…
  • Ability to present figures and results in a clear, concise and convincing way
  • Strong analytical skills

 

Essential Skills, Experience, and Competencies

  • Initiating Action: Ability to work in a fast, dynamic, matrix structure with drive and high energy
  • Customer Focus: Strong customer service orientation and realization of the importance in achieving business and service objectives.  Excellent communication skills at a professional level, and passion for improving Customer Experience and making business easy.
  •   Leadership: As the first point of customer contact the role requires a high level of professionalism, following clear standards, being articulate and where calls/situations are challenging, patient and resilient.
  • Stress Tolerance and Planning and Organizing: Strong personal skills including time management, workload prioritization, responsiveness and the ability to deliver under pressure
  • Driving for Results: A completer/finisher with excellent attention to detail and team player to contributes to Team Success
  • Proactive to improve existing work processes
  •   Adaptability: Resilience and flexibility to adapt in a change orientated environment; self-motivated.

 

Main contacts

  • External Customers
  • Third Party Logistics providers
  • Sales / Commercial teams
  • Shared Services functions DBA, AR, Logistics, Distribution, Warehouse, QA etc.

 

Compliance and integrity

You will be responsible for conducting your activities on behalf of the company consistent with a high standard of business ethics and in compliance with the laws and regulations that govern our activities (subject to local law/requirement)

Travel: No
Job Type: Experienced
Schedule: Full-time
ABBVIE

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