Job Description
· Manage all CS sales & business management processes and CS communication & marketing processes, which includes market analysis and competitive transparency, customer base analysis and business potential identification, service portfolio, offerings and pricing, contract management & pipeline management, customer service price book and cost book with post cost analysis, and pricing strategy.
· Responsible in making company the no. 1 of choice of online platforms.
· Follow local and HQ defined business objective for archiving required operating profit.
· Expand healthcare competitiveness with professional services to ensure the highest customer satisfaction.
· Manage all CS business partner processes in order to drive CS revenue and market growth and operational excellence.
· Implement the CS marketing and communication strategy and media strategy to promote CS values, CS portfolio, brand towards internal and external stakeholders.
· Develop the education business, option / upgrade business and ensuring the efficient execution to drive additional CS revenue and market growth.
· Maintain the highest customer satisfaction, including profitability within the framework of company healthcare, customer services.
· Implement of CS strategy 2021 to boost online customer interaction and make company to be number one customer of choice of online platforms including lifenet, pep, smart remote services, teamplay, e commerce and others.
· Plan and draft the annual healthcare target agreement and the quarterly business reviews as well as monthly business review.
· Ensure market development and customer-oriented service marketing strategies, offerings, and communication methods.
· Develop new services and opportunities, rollout and implementation in the country product management and launching special campaigns within the service environment.
· Ensure effective customer satisfaction surveys and create the productive collaboration with modality managers to increase customer satisfaction by collecting customer data and producing trend analysis for management.
· Overview of recourse development and execute required manpower calculation related to i-base development and budget frame. Developing the staff training in coordination with its respective supervisors/managers.
· Ensure the efficient execution of all CS business management processes including partners/ channels to drive CS revenue and market growth for both in vivo and in vitro: Market analysis and competitive transparency, Customer base analysis and business potential identification, Service portfolio, offerings and pricing, Contract management, Customer Service price book and cost book with post cost analysis, Pricing strategy.
· Optimize, streamline, and digitalize the customer services offer, quotation, administrative, e-bidding processes, and competitor intelligence.
· Ensure extensive sales support to the local sales organization / modality manager and the technical collaboration and knowledge transfer during sales offers and projects.
· Manage all external service partner processes within the customer service as an economic unit with a process-oriented organization, following local and hq defined business objective for archiving required operating profit.
· Manage the education related activities for all healthcare business units; ensure external and internal customer excellence in all application services (support & training & implementing the new education portfolio); enable business development to develop the new education business with profitable growth; drive optimal synergies between cs organization, application team and sales.
· Implement CS marketing and communication strategy with the use of different media and platforms (e.g. event management, marketing materials, social media etc.) to make CS value and brand viable for internal and external people.
· Hold the disciplinary responsibility for the staff assigned to you. due to the size of organization, this may be delegate to specific local supervisors/ managers.
Qualifications:
· Bachelor’s Degree in Engineering, Science, Marketing or any related / or above
· 8-10 years' experiences in all management of Marketing, Sales or Business Development from a service business (Healthcare, Medical & Technology Service industry will be considered)
· Good in managing, leading, and motivating teams and individuals.
· Experience dealing with customer complaints.
· Good command of English
· Computer Literacy