Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

The Director of Customer Experience plays a leadership role in overseeing client relationships and managing customer programs. This position involves maintaining effective communication with clients, developing account strategies, managing program execution, and building strong relationships to foster client satisfaction and drive long-term business growth. The Director ensures programs are executed efficiently, meets client expectations, and aligns with the overall business objectives of the organization.

Client Communication:

• Maintain regular and proactive communication with clients to understand their needs and provide updates on program progress.
• Address any client concerns promptly and effectively to strengthen relationships and enhance satisfaction.

Account and Program Planning:

• Develop comprehensive strategies in collaboration with clients to meet their goals and ensure successful program implementation.
• Align account strategies with organizational objectives to drive mutual success and enhance service delivery.

Program Management:

• Oversee the execution of customer programs, ensuring adherence to timelines, deliverables, and budgets.
• Ensure that programs are implemented efficiently and effectively to meet and exceed client expectations.
• Track and facilitate the renewal and execution of contracts with clients.

Relationship Building:

• Cultivate strong relationships with clients to foster trust, loyalty, and long-term partnerships.
• Understand clients' business needs and provide tailored solutions that enhance the partnership and program outcomes.

Issue Resolution:

• Address any issues or conflicts that may arise during program implementation promptly and professionally, ensuring minimal disruption.
• Collaborate with internal teams to resolve issues while maintaining a positive relationship with the client.

Performance Analysis:

• Monitor program performance against predefined metrics to evaluate success and identify areas for improvement.
• Analyze data and client feedback to inform decision-making and drive continuous improvement initiatives.

Budget Management:

• Manage budgets in collaboration with operations leadership to ensure financial goals are met.
• Track expenses, identify cost-saving opportunities, and optimize budget allocation for maximum return on investment (ROI).

Team Leadership and Development:

• Lead, mentor, and develop a high-performing customer experience team, fostering a culture of continuous improvement and client-centric service.
• Establish performance standards for the team and measure success against these standards to encourage accountability.

Education and Experience:

• Bachelor degree in business or related field
• 10 + years of experience in life science strategic account/sales leadership
• Demonstrated knowledge of life sciences industry, including commercialization of biopharma and medical device products
• Experience in strategic account management inclusive of management of procurement and all key decision makers to increase awareness of Cencora solutions resulting in driving growth within targeted accounts
• Ability to acquire / grow customer relationships at all levels of organization to ensure execution and growth goals are met
• Demonstrated experience in working collaboratively with both internal and external stakeholders
• Outstanding strategic and operational competencies, strong creativity and next minded approach to customer solutions

Skills and Abilities:

• General knowledge of reimbursement and patient assistance programs and database elements and functionality; operational policies and processes, particularly distribution/interfaces 
• Strong interpersonal skills 
• Strong organizational skills; attention to detail 
• Ability to proficiently use computer and standard office equipment 

• Working knowledge of Microsoft Office 
• Ability to manage multiple tasks along a parallel process