Customer Experience Optimization Manager

As we establish Ypsomed Diabetes Care AG as a newly independent med-tech company, specializing in Diabetes treatment through advanced insulin pump systems, the Customer Experience Optimization Manager will play an important role in shaping our Global Customer Experience Departmente.

Customer Experience Optimization Manager | 80 - 100%

Ref. No. 7400

Location: Burgdorf, Solothurn | Hybrid

Support us in the production and development of cutting-edge medical technology solutions that enable people around the world to self-manage diabetes and other chronic diseases.

Your main tasks

• Represent business stakeholders in an interdisciplinary team (together with IT) to implement business value-oriented improvements of CRM solution
• Collaborate with global and cross-functional teams, such as sales, software developers and the customer service team, to align customer experience efforts with business goals and objectives
• Evaluate and document global CRM processes including new requirements
• Standardize and streamline global sales- and service processes in a complex and highly regulated environment
• Support of global VoC program: Maintenance of surveys, updating of reporting, supporting data analysis, preparation of presentations to stakeholders
• Upkeep of reporting and dashboards to enable data-driven decision making
• Train (key) users on CRM system, processes and best practices
• Service journey mapping and optimization

Your profile

• Higher education in Business and/or Computer Science
• Fluent in written and spoken English
• At least 3 years of experience (ideally within a global customer experience team)
• At least 2 years of experience working with Salesforce (CRM software)
• Ability to work collaboratively in cross-functional teams across both technical and commercial disciplines
• Strong analytical skills with a structured and creative approach to problem solving
• Strategic thinking capabilities and the ability to translate complex requirements into actionable plans and processes
• Resilient, flexible and able to thrive in a fast-paced environment, working on multiple topics simultaneously
• Strong communication and influencing skills

Ypsomed - making the treatment of chronic diseases possible

More than 2,000 employees worldwide develop and produce injection and infusion systems for self-medication with the Ypsomed Group. We are a successful, rapidly growing, family-owned company headquartered in Burgdorf (CH) with various production sites and subsidiaries around the world. With our market-leading products and solutions, we enable people all over the globe to self-treatment. Despite chronic diseases such as diabetes, obesity, or certain types of cancer, they are provided with the greatest possible quality of life.

Contact

Gregor Stoffel
HR Recruiting Partner

+41 (0) 34 424 28 65

Your future place of work

Solothurn

Solothurn