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Customer Experience Manager



To strengthen our Facilities department, based in our hub in Braine, Belgium, we are looking for a talented individual to fill the position of:
Customer Experience Manager Braine.
As Customer Experience Manager Braine, you will lead the Customer experience department in order to maximize the service level to UCB’s patients while streamlining services, managing operational costs and optimizing Braine service partnerships

You like to work in an environment where you can:
  • Contribute to the definition and execution of the Global Facilities strategy, in line with UCB and Patient Value Supply & Technology Solutions priorities.
  • Promote and demonstrate a Safe, Lean and Green mindset across the Braine Facilities department and beyond, while maintaining our high-quality standards.
As Customer Experience Manager Braine, you will contribute by :

Leadership:
  • Leading the Braine Customer Experience department in order manage all site Customer Experience related roles and operations, from Procurement of Services to planning & scheduling of the services, with a safe, green, lean and compliant mindset, at optimized costs. Implement relevant and consistent metrics (including deep dive capabilities and root cause analysis) enabling monitoring and continuous improvement of our core Customer Experience business processes.
Planning & Scheduling:
  • Acting as the Braine Site primary stakeholder to Local Facilities for Customer Service processes.
  • Driving the Master Planning & Detailed Business Processes for the Braine Site, in close collaboration with Local Facilities, integrating demand from Internal Stakeholders.
  • In close collaboration with Global Facilities Strategy, making the necessary trade-offs and recommendations in order to meet customer service requirements while considering constraints and meeting the budget targets.
Procurement:
  • Being supportive for the procurement process of Facilities services (Customer Experience scope) in order to supply the right service at the right time and price.
Catering, Reception, Cleaning & Logistics:
  • Driving safe, lean & green Customer Experience operations in close collaboration with Local stakeholders. Be accountable for the Customer Experience master plan by ensuring the right operational services.
Projects and continuous improvement initiatives:
  • Being accountable to identify, lead and deliver the Braine Customer Experience related projects to support the Facilities Strategy.
  • Installing a continuous improvement mindset in the Braine Customer Experience team and beyond and execute related initiatives in collaboration with the Operational Excellence team.
Communication:
  • Creating high visibility on Facilities initiatives and being accountable for the branding and communication within the company of Facilities activities.
  • In close collaboration with Belgium Communication initiating communication plans for the several activities (i.e. site mobility, facility guidelines, catering, etc.).
Performance Management & Compliance:
  • Being accountable to develop a Performance Management & continuous improvement mindset & system: KPIs, action driven performance reviews, learning culture, Supplier relationship management...
Network and Stakeholder management:
  • Developing a strong relationship with Braine Customer Experience main stakeholders: BTO (i.e. Manufacturing, QC and QA), Supply Chain, Development departments, Early solutions, Finance…
  • Liaising with counterparts on other UCB sites and outside the company in order to share and harmonize best practices.
Interested? For this position you’ll need the following education, experience and skills:
  • 10+ years of demonstrated successful experience in Customer Experience Leadership roles
  • Strong leadership capabilities, enabling managing and coaching of teams and individuals in order to ensure customer & results orientation while implementing a lean mindset (simplifying processes, reducing variability and eliminating waste). Ability to demonstrate authenticity in his/her leadership style.
  • Excellent communication skills: ability to coordinate, to energize and to communicate with all stakeholders (internal/external customers & suppliers, Senior Management Unions...). Persuasiveness.
  • Fluent in French and English.
  • Strong sense of operational priorities and ability to balance day-to-day priorities with longer term improvement initiatives and projects.
  • Business acumen and sound understanding of financial reporting (Opex, Capex). Analytical and synthetic view.
  • Problem solving: Ability to define and scope a problem (what it is / is not), to identify root causes, to define alternative solutions, to elect the best solution, to implement it, and to check the effectiveness of that solution once implemented.
  • Innovating and out of the box thinking.
Location:
Braine L'alleud, Walloon Brabant, Belgium
Job Function: Project Management
Job ID: 67607
Jobs 
Raphael Pèrez
29-04-2020


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