Manager-Customer Centricity

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Division
Piramal Pharma Solutions
Piramal Pharma Solutions is a contract development and manufacturing organization (CDMO), offering end-to-end development and manufacturing solutions across the drug life cycle. We serve our clients through a globally integrated network of facilities in North America, Europe and Asia.
This enables us to offer a comprehensive range of services including Drug Discovery Solutions, Process & Pharmaceutical Development services, Clinical Trial Supplies, Commercial supply of APIs and Finished dosage forms. We also offer specialized services like development and manufacture of Highly Potent APIs and Antibody Drug Conjugation.
Our capability as an integrated service provider & experience with various technologies enables us to serve Innovator and Generic companies worldwide.
For more details, please visit : www.piramalpharmasolutions.com
Job Title
Manager-Customer Centricity
Job Description
The role of Customer Experience & Customer Centricity is responsible for shaping and advancing the organization’s customer experience strategy and embedding customer-centric ways of working across the business. The role serves as a structured voice of the customer, converting feedback, relationship insights and journey analytics into focused actions that strengthen customer satisfaction, loyalty and business performance. Working across Commercial, Operations, Program Management, Quality, Technical Services, Marketing, Branding and Site Leadership, the role leads enterprise programs spanning Voice of Customer, customer journey management, experience measurement, capability building and continuous improvement.
•6–10 years of relevant experience in Customer Experience, Customer Success, Customer Centricity, Commercial Excellence, Program Management, Pharma, CDMO, healthcare, hospitality, or another service-oriented industry.
•Practical experience supporting or managing Voice of Customer programs, customer satisfaction surveys, NPS, CES, CSI, customer journey mapping, or related customer experience initiatives.
•Experience coordinating cross-functional improvement initiatives and working with Commercial, Operations, Program Management, Quality, Marketing, and other business functions.
•Ability to analyze customer feedback and performance data, identify meaningful themes, and translate findings into practical recommendations and action plans.
•Experience preparing reports, dashboards, executive presentations, customer visit materials, and leadership updates.
•Strong written and verbal communication, stakeholder coordination, facilitation, and presentation skills.
•Experience conducting workshops, awareness sessions, or employee training programs is preferred.
•Ability to work effectively across multiple sites, functions, geographies, and levels of the organization.
•Experience within a global, matrixed, or regulated business environment is preferred.
•Exposure to pharmaceutical, CDMO, life sciences, healthcare, or other business-to-business service environments would be advantageous but is not mandatory.
Master of Business Administration (MBA)