Customer Service Manager

hace 6 días

Bogotá, Colombia Johnson & Johnson A tiempo completo

**Job Function**:
Project/Program Management Group
**Job Sub Function**:
Project/Program Management
**Job Category**:
Professional
**All Job Posting Locations**:
CO015 One JNJ Bogota Building

**Key Responsabilities**:

- Managing the customer journey: Overseeing the end-to-end customer experience and ensuring consistency and excellence across all touchpoints.
- Develop and implement customer experience strategies that align with business goals and customer needs.
- Be the regional focal point for the E2E Customer Experience framework that measures customer insights, conducts customer journey mapping, and identifies key trouble spots in customer journeys.
- Partner with commercial and deliver operations teams to analyze insights, opportunities and set strategic priorities to deliver the highest value through personalized customer experiences.
- Work closely with Global Customer Collaboration Teams for regional implementations and continuous improvement in the Customer Experience Journey.
- Track and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty.
- Lead and support change management efforts to ensure successful implementation of new initiatives.
- Continuous improvement: Continuously exploring new technologies, trends, and best practices to stay updated and implement innovative solutions for enhancing the customer experience.

Qualifications:

- Completed bachelor’s degree (Business, Economics, Management, Engineering), MBA is a plus.
- Minimum 6 years of experience in E2E supply chain (logistics, customer service, project management); customer experience and customer transformation.
- Project Management: Experience in managing complex projects, including planning, execution, and monitoring.
- Analytical ability to manage information flows and customer data.
- Learning agility
- Strong analytical skills to interpret data, identify trends, and make data-driven decisions.
- Customer-centric mindset and business acumen and understanding of E2E supply chain.
- Collaborative, proactive, and influential profile to manage multiple stakeholders (internal and external) with strong adaptability.
- Leadership profile to execute initiatives based on E2E analysis and exchanges between the operations team and customers.
- Ability to motivate and transform the mindset of people to make them passionate about improving the customer experience.
- Fluent in Spanish, English (oral and written).

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