Job Title: Veterinary Experience Manager
Hill's Pet Nutrition is seeking a passionate and strategic leader to join our team as the Manager of Veterinary Experience. This role involves leading and developing a high-performing team, shaping the direction of pet parent engagement, driving operational excellence, and spearheading digital transformation initiatives.
Key Responsibilities:
1. Team Leadership & Performance
* Lead, mentor, and inspire a team dedicated to providing exceptional technical and product support across phone, email, digital, and social channels.
* Oversight of all training, communication, and professional development for the veterinary experience team, including creation of comprehensive induction materials for new hires.
* Ensure adequate team coverage and resource allocation to manage inbound and outbound communications effectively.
2. Strategic Planning & Operational Excellence
* Develop, implement, and evaluate the customer experience strategy for the region, ensuring alignment with business objectives and evolving customer needs.
* Process improvement utilising data insights and industry best practices to refine and improve processes, response guides, and performance metrics.
* Collaboration between departments to ensure consumer feedback is integrated into broader commercial strategies.
3. Digital Transformation & Engagement
* Act as subject matter expert for digital engagement tools, championing their use to enhance team efficiency and customer engagement.
* Implementation of new digital service channels to enhance service quality and accessibility.
* Development of protocols to capture first-party data during pet parent interactions.