Director, Customer Experience

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
• Health care research and analysis skills sufficient to support payer research, healthcare policy library, and state management
• Ability to resolve associate issues effectively and efficiently
• Critical thinking skills

• Strong industry and company business knowledge

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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