Job Summary
The Customer Experience Manager – Core Diagnostics is responsible for driving revenue growth, market share expansion, and strategic account development for the core diagnostics portfolio.
This role leads a high-performing sales team, builds strong relationships with key stakeholders in hospitals and laboratories, and ensures execution excellence across both public and private sectors.
Key Responsibilities
- Sales Strategy & Business Growth
- Develop and execute sales strategies to achieve revenue, profitability, and market share
- Identify growth opportunities across hospital segments (government, private, chain labs)
- Lead forecasting, pipeline management, and business planning
- Key Account Management
- Build and maintain relationships with key decision-makers
- Lead strategic tenders and negotiations in compliance with local procurement regulations
- Develop account plans for top-tier customers to expand test menu and utilization
- Ensure customer renewal and long-term partnerships
- Team Leadership & Capability Building
- Lead, coach, and develop a team of sales representatives and key account managers
- Set clear KPIs, monitor performance, and provide regular feedback
- Build a high-performance, customer-centric sales culture
- Collaborate with cross-functional teams (Marketing, Medical, Application, Service)
- Tender & Pricing Management
- Lead tender strategy and execution for government and larget accounts
- Ensure pricing governance aligned with company policy and market dynamics
- Work closely with finance and regional teams on pricing approvals and profitability
- Customer Experience & Service Excellence
- Ensure high customer satisfaction through strong coordination with service and application teams
- Address customer issues proactively and drive continuous improvement
- Support installation, onboarding, and post-sales engagement
- Market Intelligence & Competitive Strategy
- Monitor market trends, competitor activities, and pricing landscape
- Provide insights to shape product positioning and commercial strategy
- Identify risks and opportunities in the diagnostics market
Qualifications & Experience
- Bachelor's degree in Medical Technology, Life Sciences, Business, or related field
- Minimum 7–10 years of sales experience in diagnostics, medical devices, or healthcare
- Proven track record in managing key accounts and leading sales teams
- Strong experience in hospital tender processes and government accounts
- Strategic thinking with strong commercial acumen
Skills & Competencies
- Leadership and team development
- Strategic planning and execution
- Negotiation and influencing skills
