Director, Customer Care

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet. Through our commitment to The Science of Healthier Animals , we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability, and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world. :The Head of Customer Care is a key position in our journey to transform our Customer Care organization. This role will be responsible for elevating our customer experience by evaluating our customer care model, which has grown along with our business and through acquisitions. The incumbent will ensure our internal and external customer journeys are seamless, through one entry point and a customer-centric team that provides personalized, high-value customer interactions based on customer attributes. This individual will ensure our people, processes, and systems are harmonized and simplified, providing end-to-end transparency, and aligned KPIs to deliver on high customer satisfaction.This individual will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for our company's animal health customers. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, the incumbent will champion the customer experience while balancing the realities of our business needs.The Head of Customer Care will report to the head of US. Strategy and Business Channels and will be responsible for ensuring the entire Customer Care team and all the channel groups meet customer service needs. As we continue to evolve our operating model to support future growth, we also seek ways to evolve our capabilities and enhance synergies across teams with the goal of delivering a seamless, unified customer experience. This position will oversee the operations and leaders for Direct Vet and Monitoring, Channel Partners, and Large Direct customers as well as Key Customer Accounts and Pet Owners, these teams are located in Omaha, NE and Dallas, TX. As such, this leader will develop and inspire a team of leaders who uphold service standards and are driven to elevate our customer experience. This individual will be responsible for bringing unity to new and existing teams, upskilling, reskilling, and ensuring teams are engaging in best practice sharing and ensuring the best customer service experience. This role will also work with Marketing, Finance, Business Service Center (BSC), and other groups to ensure highest operational excellence in our company's animal health.Primary Responsibilities: Strategic (20%)Shape the strategy of the customer care team and lay out the roadmap to achieve goalsDefine and execute policies and procedures to facilitate an enthusiastic, holistic and effective customer service experienceIdentify initiatives and improvements in technology, systems, and policies to enhance service and employee retention; work collaboratively across functions to design and implement initiatives Operational (50%)Extensive SAP experience, ability to navigate systems, particularly related to customer service queriesMaking recommendations on practical project solutions in regard to SAPProvide data-driven insights on Key Performance Indicators (KPI) and standardized business metrics; taking action as neededManage dashboards and reports to leadershipContinue to develop and implement methods to record, assess, and analyze customer feedback across their journeyLeadership (30%)Lead, manage, and develop direct and indirect team members to increase talent, diversity, capabilities, and drive performance.Participate in the recruitment of industry-leading talent to build a high-performing team.Proactively evolve culture through providing feedback, ongoing monitoring, and coaching to develop highly effective teamParticipate as a member of the Livestock Leadership team; partner with them and other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organizationPartner, communicate, and facilitate collaborative interactions with peer organizations to ensure objectives, tactics, and long-term strategies are aligned and executed appropriately to achieve business goals.Ensure plans/actions/decisions do not negatively impact other of our company's species / business units.Manage and implement department budgetInspire and mentor direct reports to drive performanceSupport associate directors in systems / operations processes, customer relations & issue resolution, if escalation requiredAssist in hiring, training, and placing Customer Care Reps to ensure performance and meet requirementsKey StakeholdersInternal Business Ops, IT and Business functions across organizationExternal Vet professionals, Strategic Accounts and Pet OwnersRequired Qualifications:Bachelor s Degree required; Master s Degree/MBA preferredMinimum of 10 years of SAP experienceMinimum of 10 years of Customer Care/Service experienceMinimum of 10 years of people management experienceOmaha, NE or surrounding areaRequired Skills and Experience:Strong strategic leadership abilityStrong financial acumen and budget planning skillsAbility to manage budget and resources effectivelyProven track record of managing, leading, coaching, and developing a high-performing teamAbility to effectively influence key stakeholders and customer leadership, and drive business decisions, and sales strategiesDemonstration of excellent business acumen, relationship management and account management skillsExpertise in customer communication planning and sales strategyAdvanced written and verbal communication skillsDemonstrated computer proficiency including MS Office, Xcel emphasis and web applications25% travel requiredLeadership BehaviorsDemonstrate Ethics & IntegrityDrive ResultsFocus on CustomersMake Rapid Disciplined DecisionsAct with Courage & CandorFoster CollaborationProfessional CompetenciesBusiness & Financial AcumenWorking Across BoundariesStrategic ThinkingProject ManagementProductive CommunicationProblem SolvingCore Commercial Functional CompetenciesCustomer and Market InsightsStrategic Business ManagementProduct Knowledge & Portfolio ManagementAccount ManagementCustomer EngagementMarket AccessNOTICE FOR INTERNAL APPLICANTSIn accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.Current Employees apply HERECurrent Contingent Workers apply HEREUS and Puerto Rico Residents Only:Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:EEOC Know Your RightsEEOC GINA Supplement Pay Transparency NondiscriminationWe are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State ActsU.S. Hybrid Work ModelEffective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as remote .San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance OrdinanceLos Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring OrdinanceSearch Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: RegularRelocation:VISA Sponsorship:Travel Requirements:Flexible Work Arrangements:HybridShift:Valid Driving License:Hazardous Material(s):Job Posting End Date:10/18/2024*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. Requisition ID:R316227