Director Consumer Relations - Abbott Nutrition - Columbus, OH

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Job Title

Director, Consumer Relations

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Columbus, OH location in the Nutrition Division within the Consumer Relations team. Consumer Relations acts as the Voice of Abbott Nutrition and a vital link to the marketplace. The department drives brand loyalty and delivers a quality experience to those who consume, distribute and recommend Abbott Nutrition products.

The Director, Consumer Relations is responsible for setting ANPD's contact center strategy for service interactions with our consumers, customers and healthcare professionals. Service interactions include the multiple entry points of incoming phone calls, instant messages, social media outlets, e-mails and letters. In addition to being responsible for the overall approach to handling our incoming contacts the director must also execute the day-to-day operations of the contact center including financial budgets, operations, coverage of multi-channel entry points, communications, coaching, and development of call center operations staff (manager, supervisors, quality manager, etc). The director is responsible for establishing contact center policy and procedures, work practices, and call center design. The director sets operational goals and performance objectives, monitors progress against those objectives, and defines plans to improve performance with other departments within the company; conducts interactions and regular communications outside of the contact center, manages all contact center support functions including training, QA, hiring, IT support, brand management support and process improvement.

The Director, Consumer Relations reports to the Division Vice President of Commercial Services.

What You'll Work On

Operations:

• Develop business plan and manage budget for all consumer relations' activities which includes the order entry management for ANPD, CRM system and program support, fulfillment management and third party contact center leadership
• Develop and secure resource needs for the division, with the business unit support, to enable a smooth execution of all marketing programs and product launches in order to drive product sales, customer loyalty and overall customer satisfaction.
• Manage the customer call center which receives and resolves all consumer support issues: Institute new processes to ensure efficient and accurate issue resolution; contribute to product planning to improve quality and reduce support issues; provide assistance to resolve escalated consumer issues as required.
• Define coverage requirements and expectations to ensure all incoming contacts are being handled quickly and effectively.
• Report regularly to Division Senior staff on key consumer support issues and performance reports.
• Lead Training staff to identify and coordinate CSR training requirements for contact center and third party contact center.
• Continually seek and implement opportunities for improved efficiency and cost reduction while maintaining appropriate quality level of consumer support.
• Maintain a thorough knowledge of all ANPD products (nutrition and scientific), services offerings and appropriate marketing campaigns unlike any other department within the division.
• Create communication expectations around backorder situations to minimize negative customer impact while working with appropriate business parties to resolve the situation quickly
• Lead overall contact center management technology team through implementation of our customer centric technology that will enable us to view previous customer interactions while personalizing our current interaction.
• Manage all order entry issues such as held orders, system malfunctions, declined orders, backorders and etc.
• Monitor the handling of all transaction disputes through the chargeback process
• Resolve customer issues or expectations quickly with contact centers, system contacts and fulfillment vendor

Vendor Management:

• Lead consumer service, marketing programs and product communications from ANPD to vendor organizations.
• Lead and manage of third party contact center as it relates to service level performance, service quality and team member performance
• Oversee forecasting activities to ensure they fall within contractual obligations.
• Work with vendors to optimize performance in the areas of average hold time, first call resolution, consumer satisfaction, retention, call transfers, and quality of consumer support experience; identify actionable trends.
• Provide contact center strategy input to future RFPs and selection process of future vendors. Evaluate and modify, as needed, scope of vendors as business needs change.

Staff Management:

• Recruit, hire, train, mentor and develop a highly effective internal support staff of Training and Consumer Relations professionals where frequent turnover is a result of upward movement within the company.
• Lead team through difficult and challenges situations such as media events, product recalls and business decisions that ignite incoming customer feedback to work through
• Oversee performance management of third party contact center/vendor. This includes establishing the service strategy, expectations while monitoring performance outcomes. Will be the point of contact for the third party contact center as it relates to program/product information, service processes and procedures, training expectations and overall service quality role.

Compliance / Complaints / Crisis Management:

• Collaborates on the creation of crisis/ recall communications to meet FDA and corporate policy e.g., standby statements, key messages and training documents needed to perform recall requirements. This position ensures that all contact center communications stay "on message" and that all technology and facility needs are addressed. Leads recall documentation and follow up efforts required by the FDA.
• Advises the organization on issues related to consumer and HCP communication, including counsel to the global crisis team (Director level and above) and Marketing on business plans.
• Audits fulfillment and complaint processes to ensure the appropriate use of materials and fair business practices in the handling of complaints according to FDA regulations and corporate policies.

Required Qualifications

• Requires Bachelor's degree from a four-year college or university.
• 10+ years of progressive leadership positions in a consumer contact center environment with experience in training, performance management and metrics, reporting, workforce management, technology, knowledge management and customer satisfaction.
• Strong knowledge of contact center technology and demonstrated ability to optimize these resources, including ACD, IVR, Workforce Management, Quality Assurance, E-Mail, CRM and various reporting components of each resource.
• Knowledge of regulatory and FDA guidelines, fair trade laws, good business practices and compliance policies.
• Knowledge of Federal and State funded reimbursement programs.
• Must possess strong leadership abilities, with a proven record of building and managing support teams, as well as hands-on consumer support
• Strong interpersonal and organizational skills, as well as excellent written and verbal communication skills, and the ability to multi-task effectively
• Ability to translate and coordinate complex product/marketing programs into working processes within tight timelines motivating and managing a team focused on superior consumer satisfaction.
• Ability to interpret complex analyses, budgeting data and business information, as well as experience creating and delivering presentations to senior management.
• Must be available to work flexible hours/days

Preferred Qualifications

• MBA preferred

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The salary for this role is between:

N/A

JOB FAMILY:

Advertising/ Promotion (Communications)

DIVISION:

ANPD Nutrition Products

LOCATION:

United States > Columbus : 2900 Easton Square Place

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf