Director, Customer Care

Job Description

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet. 

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability, and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets. 

For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world. 

Job Description:

The Head of Customer Care is a key position in our journey to transform our Customer Care organization. This role will be responsible for elevating our customer experience by evaluating our customer care model, which has grown along with our business and through acquisitions. The incumbent will ensure our internal and external customer journeys are seamless, through one entry point and a customer-centric team that provides personalized, high-value customer interactions based on customer attributes. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and aligned KPIs to deliver on high customer satisfaction.

This individual will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for our company's animal health customers. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, the incumbent will champion the customer experience while balancing the realities of our business needs.

The Head of Customer Care will report to the head of US. Strategy and Business Channels and will be responsible for ensuring the entire Customer Care team and all the channel groups meet customer service needs. As we continue to evolve our operating model to support future growth, we also seek ways to evolve our capabilities and enhance synergies across teams with the goal of delivering a seamless, unified customer experience. This position will oversee the operations and leaders for Direct Vet and Monitoring, Channel Partners, and Large Direct customers as well as Key Customer Accounts and Pet Owners, these teams are located in Omaha, NE and Dallas, TX. As such, this leader will develop and inspire a team of leaders who uphold service standards and are driven to elevate our customer experience. This individual will be responsible for bringing unity to new and existing teams, upskilling, reskilling, and ensuring teams are engaging in best practice sharing and ensuring the best customer service experience. This role will also work with Marketing, Finance, Business Service Center (BSC), and other groups to ensure highest operational excellence in our company's animal health.

Primary Responsibilities:

Strategic (20%)

• Shape the strategy of the customer care team and lay out the roadmap to achieve goals

• Define and execute policies and procedures to facilitate an enthusiastic, holistic and effective customer service experience

• Identify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives

 Operational (50%)

• Extensive SAP experience, ability to navigate systems, particularly related to customer service queries

• Making recommendations on practical project solutions in regard to SAP

• Provide data-driven insights on Key Performance Indicators (KPI) and standardized business metrics; taking action as needed

• Manage dashboards and reports to leadership

• Continue to develop and implement methods to record, assess, and analyze customer feedback across their journey

Leadership (30%)

• Lead, manage, and develop direct and indirect