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 shareIdentify 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-makersLead strategic tenders and negotiations in compliance with local procurement regulationsDevelop account plans for top-tier customers to expand test menu and utilizationEnsure customer renewal and long-term partnerships

3. Team Leadership & Capability Building

Lead, coach, and develop a team of sales representatives and key account managersSet clear KPIs, monitor performance, and provide regular feedbackBuild a high-performance, customer-centric sales cultureCollaborate with cross-functional teams (Marketing, Medical, Application, Service)

4. Tender & Pricing Management

Lead tender strategy and execution for government and larget accountsEnsure pricing governance aligned with company policy and market dynamicsWork 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 teamsAddress customer issues proactively and drive continuous improvementSupport installation, onboarding, and post-sales engagement

6. Market Intelligence & Competitive Strategy

Monitor market trends, competitor activities, and pricing landscapeProvide insights to shape product positioning and commercial strategyIdentify risks and opportunities in the diagnostics market

Qualifications & Experience

Bachelor’s degree in Medical Technology, Life Sciences, Business, or related fieldMinimum 7–10 years of sales experience in diagnostics, medical devices, or healthcareProven track record in managing key accounts and leading sales teamsStrong experience in hospital tender processes and government accountsStrategic thinking with strong commercial acumen

Skills & Competencies

Leadership and team developmentStrategic planning and executionNegotiation and influencing skills