GLOBAL PROGRAM MANAGER (CUSTOMER EXPERIENCE/MARKET INSIGHTS)

About the Company:Since its beginnings in 1945, the KARL STORZ family company has grown into a global manufacturer and distributor of endoscopes, medical instruments, and devices. We are no giant on an international scale but a leader in the things that matter: creativity, flexibility, and expertise. Our range of endoscopic instruments for human medicine and veterinary medicine now includes more than 15,000 products. The most recent KARL STORZ developments are in digital documentation systems and comprehensive operating room concepts. As a system supplier, the company combines its expertise in endoscopy with software solutions to achieve integration in the operating room and to support clinical process and resource management.In Karl Storz, we enable our healthcare partners to perform at their very best every day to improve patients' lives around the world. As an independent family-owned company, we continuously think in generations instead of quarters. We are a recognized leader in high-quality and innovative solutions that create unique value for our customers. Based on our success we sustainably increase revenues and profits.As a global family company, KARL STORZ is active worldwide to support and consult customers around the globe. Across all continents, KARL STORZ is represented by more than 70 KARL STORZ subsidiaries in over 40 countries. Committed staff members at our production, sales, and marketing companies ensure optimal customer and market support worldwide.About the Role Purpose:The Global Program Manager will be part or our Global Market Insights Team within the Global Commercial Strategy function and its main purpose will be to drive the transformation of KARL STORZ into a customer-centric organization that delivers a superior Customer Experience by managing global programs and projectsCore Tasks:Manage Global Customer Experience Management GCEM programParticipate in the strategic planning of GCEM and provide a program roadmap aligned with organizational strategies and plan for multi-phase project deliveryClosely cooperate with Global Customer Experience Manager to ensure an overarching Customer Experience Journey that depicts the ideal end-to-end customer experience across multiple touchpoints and customer lifecyclesProvide recommendations, proactively identify opportunities, and influence relevant internal stakeholders to address gaps in the Customer ExperienceBuild strong and collaborative relationships with business, IT, and product owners to define scope and expected outcomes to benefit the organization and customer centricity. Provide leadership to help deliver and execute the outcomes.Roll-out and enhance Salesforce.com as the global CRM tool for KARL STORZProvide executive and stakeholder communication on program status/project status, projects resources, and risk/issue mitigationManage other programs or initiatives within Market Insights groupThis description of responsibility is not concluding and therefore can be changed or amended at any time.Your skills:Passionate about improving the Customer ExperienceHighly experienced project manager, experienced in Waterfall as well as Agile methodology .Experienced within IT Customer Experience implementation / Sales Force implementationExcellent verbal, written and presentation skills, and able to simplify complex data to communicate effectively and influence peers, senior management, and C-suite levelAbility to manage several projects, involving global and regional stakeholders across business units, and successfully execute in a highly matrixed environmentGood English in verbal and written communication skills (Fluent Spanish highly valued,Strong analytical and supervisory skills,Ability to build professional working relationships,Ability to exercise effective judgment and sensitivity to changing needs and situationsAbility to work calmly under pressure,Ability to make consistent, unbiased, and well-balanced decisions,Willingness to go the extra mile at busy times,Ability to work under own initiative and handle complex, non-routine problems.Demonstrates utmost professionalism to all employees across all areas of the business.Our corporate values:Health & Safety: We put well-being and safety at the center of everything we do for patients, healthcare partners and our employees around the globe.Respect: We treat everyone with respect and foster diversity.Integrity: We are trustful, compliant, committed and accountable.Self-reflection and Continuous Improvement: We act as a learning organization and we embrace our failures to learn from them.Courage: We openly share our ideas and encourage strong and thoughtful decisions.Social Responsibility: We care about our environment and give back to our communities.This is a global role and it may require travel activity around 20% of your time. It is hybrid, based in Madrid and no relocation assistant is planned to be provided. Flexible work hours will be needed for work with team members and clients across multiple global time zones.Suitable arrangements can be made for employees with physical disabilities to enable them to carry out the most important activities of this position.