This leader will be responsible for accelerating our impact on the market and driving transformational business value across customer engagement/intimacy, digital enablement, and illuminating customer experience by embedding customer insights into the business
Job Summary
This leader will be responsible for accelerating our impact on the market and driving transformational business value across customer engagement/intimacy, digital enablement, and illuminating customer experience by embedding customer insights into the business.
The India GCX-OTC Head will lead and manage multiple Customer Service, Customer Experience and Digital Support teams, composed of team leads and team members of varying roles and responsibilities, all dedicated to delivering best-in-class service to our customers and driving continuous improvements and innovations.
Leverage tools and technologies such as SAP, Celonis (Process Intelligence), UI Path (Intelligent Document Processing), Salesforce Service Cloud /eCommerce / Agentforce, Interactive Response Technology (IRT), and clinical trial management systems (CTMS) for smart reporting and analytics across customer service and other customer facing functions/channels to sense patterns, predict resolution pathways, and make data-driven decisions.
Matching Summary
This leader will be responsible for accelerating our impact on the market and driving transformational business value across customer engagement/intimacy, digital enablement, and illuminating customer experience by embedding customer insights into the business.
Skills & Requirements
Must-have
customer-centric teams
global customer experience
order-to-cash processes
data-driven approach
analytics strategy
GMP, GCP, GDP compliance
Nice-to-have
impact-driven mindset
strategic perspective
empathetic approach
harmonious employee experience
perfection through iteration
Key Requirements
Doctorate degree / Master’s degree with 18+yrs of Industrial experience