Consumer Care Manager

The Consumer Care Manager is directly responsible for the performance of both the Consumer Care and Direct to Consumer (DTC) teams. The position acts as they key driver of performance and overall development of the team and is responsible for the operational functions of our customer support program known as Coloplast Care. This individual is responsible for leading the execution of our consumer campaigns to generate revenue while also managing the executional responsibilities of our direct sales business, ShopColoplast. The successful candidate for this role should have prior experience leading a team and a demonstrated ability manage, summarize and report-out on information based on data. This position is an integral part of the consumer journey, giving you the opportunity to make a valuable contribution to the organization and our consumers.

Major Areas of Accountability

• Recruit and develop direct reports, utilizing all Coloplast tools, processes, and resources. Ensure successful integration and training of new hires.
• Monitor, measure, train, coach and motivate team members to effectively engage with consumers, clinicians, and other stakeholders.
• Ensure team is informed and trained on products, processes, and procedures to better serve the consumer.
• Provide direction to the Team Lead to ensure  consistent and effective training sessions focused on elevating the Consumer Care and Direct to Consumer teams.
• Responsible for the daily management of direct reports including, but not limited to: personal time off, leave and vacation requests and managing appropriate staffing to ensure adequate phone/ online chat coverage.
• Conduct regular team meetings, time to talk and performance focused conversations, coaching, training and support the professional development of the team.
• Ensure deliverables and KPI metrics are met consistently including but not limited to customer retention, database completeness, customer engagement.
• Manage escalated complaints from clinicians and consumers as required.
• Provide insight and support for Care program reporting tools; provide insights to territory managers and sales teams as required.
• Provide consistent feedback and insight to marketing/management team about consumer habits and patterns as well as future potential innovation to our support program.
• Maintain strong partnerships with all internal teams, both locally and globally. Engaging in cross functional coordination and capacity planning.
• Work closely with the Head of Channel to execute on the strategic initiatives as defined for our direct to consumer business, ShopColoplast. Provide insight to Head of Channel regarding customer feedback/day to day management.
• Execute on the strategic and executional focuses as defined through our annual business performance plan.
• Act as the Consumer Care subject matter expert (SME) for collaboration with other departments.
• Work in collaboration with leadership to determine and establish reporting needs to track and maintain quality service workflow.
• Ensure team members are accountable to the Coloplast mission, policy, and procedures.
• Administrative support for Coloplast Care program and Consumer email box.
• Manage all aspects of relationship with the global teams including all lead entry, campaigns, training and communication.

Basic Qualifications

• Prior experience in leadership, either direct or indirect.
• 3+ years of contact center experience
• University Bachelor’s Degree required
• Proven track record in call center environment preferably in business to consumer phone sales
• Successful and effective coaching techniques; ability to deliver performance feedback
• Highly structured approach, with a strong attention to detail and proper documentation of all work
• Ability to effectively communicate with all levels of management
• Healthcare experience required. Bilingualism preferred (French/English).
• Excellent verbal and written communication skills

Preferred Qualifications

• 3+ years of management or supervisory experience is highly preferred
• Cross functional project management experience
• Proficiency in Salesforce and Microsoft Suite
• Proficiency in PowerBI
• Excellent team building and coaching skills
• Bilingualism preferred (French/ English)