At Elanco (NYSE: ELAN) – it all starts with animals!
As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose™ – to advance the health of animals, people, the planet and our enterprise.
At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.
Making animals’ lives better makes life better – join our team today!
Summary:
The Customer Experience Manager plays a vital role in ensuring a best-in-class customer experience for Elanco customers across South Africa and sub-Sahara Africa. This role focuses on enhancing customer satisfaction, optimising internal processes, and driving continuous improvement in customer interactions. This individual will serve as a key liaison between internal and external stakeholders, ensuring seamless communication and collaboration. The Customer Experience Manager will also lead HSE initiatives within the South African affiliate.
Essential Duties and Responsibilities:
- Customer Experience Enhancement: Develop and implement strategies to elevate the customer experience across all touchpoints, including pre-sales, sales, and post-sales interactions. Gather customer feedback and identify areas for improvement.
- Process Optimization: Analyse existing internal processes and identify opportunities for streamlining and improvement to enhance customer experience and operational efficiency. Collaborate with relevant teams to implement changes.
- Cross-Functional Collaboration: Act as a central point of contact between internal and external stakeholders, ensuring alignment and effective communication regarding customer experience initiatives.
- Customer Insight Generation: Conduct research and data analysis to gain insights into customer expectations, priorities, and emerging trends. Share these insights with relevant teams to inform strategic decision-making.
- Sales Enablement Support: Provide data analysis and support to sales teams to enhance their effectiveness and improve customer engagement.
- HSE Leadership: Champion and implement HSE initiatives within the South African affiliate, ensuring compliance with Elanco's global HSE standards.
- Data Analysis and Reporting: Analyse customer experience data and prepare regular reports on key metrics, including customer satisfaction scores, feedback trends, and process improvement progress.
- Commercial Data Management: As data owner, set and apply governance standards, identify and close data gaps, working with partners or using in-house resources, build efficient and effective insights and related reporting standards
- Project Management: Lead business improvement projects centred around customer centricity, cost savings, and process efficiency optimisation.
- Continuous improvement: Engage in financial and commercial activities seeking to optimise return on investment across all business units in South Africa and sub-Saharan African markets. Quantify cost savings, and lead the implementation of selected business improvement projects.
Minimum qualifications and experience:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- An MBA or equivalent post-graduate qualifications would be preferred.
- 5 years relevant experience
Preferred Skills:
- Strong understanding of sales processes, distribution networks, and customer relationship management.
- Excellent communication, interpersonal, and presentation skills.
- Proven ability to work effectively in a cross-functional team environment.
- Strong analytical and problem-solving skills.
- Proficiency in Microsoft Office Suite.
- Experience working in the South African animal health market.
- Experience with HSE management systems.
- Familiarity with CRM software.
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status
What We Do
At Elanco, we work to improve the health of animals through innovative products and services for pets and farm animals around the world. As a global animal health company, we provide solutions that empower our customers to advance a vision of Food and Companionship Enriching Life. Since 1954, Elanco has committed to empowering veterinarians, farmers, and all those who care for animals with the tools they need to help animals live healthy lives.
Healthier animals are the key to making our lives better - This is the fundamental belief uniting all global Elanco employees. That’s why we are committed to the idea that our business can be a unique force for good for all in society.
Through our Elanco Healthy Purpose™ framework of Environmental, Social and Governance (ESG) commitments, we focus on delivering sustainable solutions to advance the well-being of animals, people and the planet. This program also enables our employees around the world to take paid time off to make an impact as a volunteer, offering their time or talent to give back to our customers, causes and communities. #ElancoHealthyPurpose #WeAreElanco
