Job Description
At Coloplast, we are dedicated to making life easier for people with intimate healthcare needs. We are looking for passionate individuals to join our team and contribute to our mission.
Coloplast is one of the world’s leading suppliers of healthcare products and services, specializing in ostomy care, continence care, wound & skin care, and urology care.
Our mission is to make life easier for people with intimate healthcare needs. This requires both an understanding of their medical challenges and the many other concerns that impact their lives. These can be related to social situations, travel, work, intimacy, exercise or just a trip to the shops. We gain this understanding by listening to them and to nurses and specialists who care for them. It is what inspires us and enables us to deliver the products and services that can make a difference.
In GCC we are expanding in a transformational way fuelled by new launches and new programs, leading the way in care & technology. The Consumer Care Lead will be responsible for the tactical & operational management of the Consumer Care team across the region, ensuring proper execution of our Patient Support Programs while driving consumer engagement initiatives through integrated marketing and digital channels combined with effective leadership and coaching of the team in line with our leadership principles.
Key Responsibilities
- Provide leadership and support for your team by fostering a motivating and engaged working environment
- Recruit, train, and develop a highly competent Consumer Services team.
- Continuously improve the end-user experience through regular Consumer Satisfaction surveys and quality assessments.
- Innovate and enhance efficiency using digital and automated consumer-centric processes.
- Oversee order confirmations, case management support, deliveries/collections solutions, payment solutions, and query resolution.
- Map end-to-end consumer processes and update SOPs as needed.
- Develop and execute promotional and educational campaigns with Marketing to engage and grow the Consumer database.
- Align with the Marketing colleagues on digital and online initiatives.
- Segment the database for targeted campaigns and track their performance.
- Engage with consumers through various channels, providing relevant educational content.
- Serve as the escalation point for all consumer queries and complaints.
- Ensure consistent consumer communication and messaging across the organization.
- Implement systems to record and track consumer interactions.
- Develop reports to generate insights for Consumer Services.
- Manage the department budget and control costs.
- Engage with key consumer stakeholders to build and maintain relationships.
- Support other departments with consumer service-related issues.
What We Offer
- Purpose-Driven Work At Coloplast, our mission is to make life easier for people with intimate healthcare needs. Your work will have a meaningful impact on our users' lives.
- Collaborative Culture We believe in closeness – to our customers and to each other. Our open and honest dialogue fosters a supportive and inclusive environment.
- Passion for Innovation We are driven by a passion to make a difference. This motivates us to find new ways to improve and innovate, ensuring we bring the best solutions to those who need them.
- Respect and Responsibility We respect each other and the world around us. Integrity and honesty are at the heart of everything we do, ensuring we act responsibly in all our endeavours.
Qualifications & Experience
- Bachelor’s degree in business, Marketing, Communications, or related field.
- 5+ years of experience in consumer care, customer care, call-centre management, or patient support services, preferably within healthcare, pharma, or consumer products.
- Strong background in consumer engagement, marketing, and/or digital experience management.
- Proven leadership experience managing teams and driving service excellence.
- Proficient in MS Office applications, with the ability to leverage these tools to enhance communication and collaboration.
- Familiarity with CRM systems, digital platforms, and patient engagement tools.
- Excellent communication, stakeholder management, and interpersonal skills.
- Proficient in English and Arabic
Key Competencies & Requirements
- Consumer-centric mindset with a passion for patient care and service excellence.
- Strong leadership, people management, and coaching capabilities.
- Analytical, insights-driven approach with an ability to translate data into actions.
- Digital-first mindset with experience in digital service channels and platforms.
- Strategic thinking with strong operational execution.
- Collaborative team player with cross-functional influence.
- Must be willing to travel regularly across the Region
Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 17.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.
Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.
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