Global Director

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Company: Cook Medical Inc.
Location: Bloomington, IN 47404

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The Global Director, Customer Experience at Cook Medical is responsible for leading the development and delivery of global programs that improve the overall Customer experience. This includes working with Divisions, Operational Units and Functions on capabilities required for Customer Support & Delivery (CSD), as well as enabling the ethical and compliant growth of Cook’s global business.

Responsibilities

  • Serve as a member of the Customer Support & Delivery (CSD) leadership Center of Excellence (CoE) team
  • Build the global CSD customer experience function and develop the long-term strategic vision and action plans
  • Develop and grow the Cook customer experience framework across the entire CSD organization and improve Customer interactions at the various touch points
  • Develop and use collaborative relationships across Cook divisions, functions and operational units to ensure efforts to enable great customer experience are aligned, resourced, and prioritized
  • Drive the development and implementation of business processes and system capabilities that enable the CSD operational unit to function efficiently and effectively
  • Establish expectations and clear direction to meet goals and objectives of on-going work for CSD teams around customer experience
  • Lead the development and delivery of training programs enabling CSD members to excel in their role and promote ease of doing business
  • Ability to interact with internal and external customers at the highest level
  • Take ownership and execution of customer surveys as it relates to CSD
  • Maintain and report on customer feedback to Divisions,Operational Units and Functions. Using feedback to identify opportunities for improvement, as it relates to customer experience within CSD
  • Work closely with CSD Marketing and Supply Chain Solutions teams to align on digital capabilities as it relates to customer experience
  • Play the role of an Ethics & Compliance (E&C) Liaison to help integrate and continuously improve E&C throughout CSD
  • Responsible for implementing E&C policies and programs
  • Facilitate education and training on E&C
  • Support experiences and communication around E&C
  • Assess Effectiveness and Risk in relation to E&C

Qualifications

  • Bachelor’s degree in Business, Marketing or related field required
  • 4 years’ experience in strategic marketing, program management or customer experience required
  • Experience leading, managing and developing teams
  • Experience working with direct and indirect markets
  • Cultural competency and experience working with different cultures required


Physical Requirements:
  • Travel including domestic, internationally
  • Works under general office environmental conditions
  • Required to attend conference calls outside of normal business hours
  • Sitting for extended periods, utilizes close visual acuity for working with computers, etc.
  • The employee is occasionally required to stand for extended periods
  • Attends and leads various strategic and informational meetings
  • Sits for extended periods, utilizes close visual acuity for working with computers, etc.