CXマネージャー/ CX Manager

An international healthcare company is looking for a CX Manager. The selected candidate will lead customer experience strategy, oversee contact centre operations, drive customer engagement initiatives, ensure regulatory compliance, and deliver continuous improvements across customer journeys.

Responsibilities:

• Lead the customer experience strategy and improve customer journeys for patients and healthcare professionals
• Manage third-party contact centre operations, including workforce planning, performance monitoring, KPI management, and budget oversight
• Implement customer experience initiatives and localise global programmes in collaboration with regional and global teams
• Monitor service quality, resolve escalations, and drive continuous improvement through customer feedback, data analysis, and operational reviews
• Manage warranty and goodwill policies in alignment with commercial objectives
• Maintain customer experience knowledge systems and ensure compliance with quality and regulatory standards
• Serve as the Safety Control Manager for In Vitro Diagnostic products and Class I medical devices, overseeing health hazard reporting and regulatory compliance
• Collaborate with Marketing, Sales, Quality Assurance, Regulatory Affairs, and other stakeholders to enhance customer engagement and service delivery
• Lead, coach, and develop contact centre teams while monitoring performance and driving productivity improvements
• Prepare management dashboards, provide actionable insights, and recommend best practices to support business growth

Requirements:

• Bachelor’s degree or above in business, marketing or a management-related subject
• More than 4 years of experience in managing an in-house and/or outsourced contact centre
• Experience setting up a customer service contact centre
• Strong experience in customer journey design across multiple channels
• Demonstrated experience driving cross-functional change and working within project or virtual teams
• Ability to work independently and remotely when required
• Tech-savvy with knowledge of social media channels
• Proficiency in MS 365, Power BI, SQL, and CRM platforms such as Salesforce

Preferred requirements:

• Experience in sales or marketing
• Healthcare or medical device industry experience

About the Company:

A global healthcare company develops innovative medical technologies, diagnostics, and healthcare solutions that improve patient outcomes. The organisation operates internationally and is committed to delivering high-quality products and customer experiences.

Keywords:

顧客体験, カスタマーエクスペリエンス, コンタクトセンター, カスタマーサービス, CX戦略, 顧客満足, 医療機器, ヘルスケア, プロジェクトマネジメント, ステークホルダーマネジメント, 品質管理, 規制対応, 求人, 外資系

Job Ref: DJ7KKF