Customer Experience Manager - Core Diagnostics

     

JOB DESCRIPTION:

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

1. 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

2. 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

3. 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)

4. 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

5. 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

6. 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

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Sales Force

     

DIVISION:

CRLB Core Lab

        

LOCATION:

Thailand > Bangkok : Q-House Lumpini Building

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Yes, 50 % of the Time

     

MEDICAL SURVEILLANCE:

Yes

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)