Omega Diagnostics Ltd, a subsidiary of Cambridge Nutritional Sciences Plc, is a pioneer and global leader in food sensitivity testing. Using advanced diagnostic technology, we enable healthcare professionals and their patients to identify lifestyle and dietary changes that can significantly improve their long‑term health and wellbeing.
We require an energetic and motivated individual who can work with multiple departments to ensure the success of our customers. They will lead a team that covers both the technical and business support elements of customer success, building and maintaining productive relationships.
The primary goal of the customer success team is to ensure our third‑party partners who sell our products have a positive experience and are fully supported to enable them to grow their sales.
This is a new team and the individual will have the opportunity to heavily influence the implementation and evolution of it at this important stage of creation and set‑up. The role is a Senior Management position with the potential to increase the scope of the function if the individual demonstrates strong competency and capability.
Key Responsibilities
* Onboarding of customers once the sales team has negotiated the initial terms.
* Involvement in the sales process from a product and technical knowledge perspective.
* Build and maintain professional and productive relationships with laboratories and third parties that have previously been managed through distributors.
* Project manage the onboarding process from contract signature to successfully running the product at scale.
* Collaborate in a professional and productive manner with Sales, Customer Acquisition, Finance, Marketing and other departments to ensure the customer receives a smooth and professional experience.
* Provide ongoing support to the customer and feedback insights to the business on what is required to make them successful.
* Collate customer requirements and work with the Leadership Team to prioritise marketing, nutrition and development support.
* Achieve high customer retention and satisfaction by building and developing a CRM process with all laboratories and third parties.
* Manage and develop a team that are the key face of the business to all laboratories and third parties.
* Motivate the team and create a positive working environment that facilitates a culture of high performance and continuous improvement, through PDRs, 1‑1s and training or development.
* Be an active member of the Leadership Team and report progress and plans to this group and the Board.
Experience and Skills
* Degree level or equivalent.
* Minimum of 5 years of experience in a similar customer‑facing role.
* Proven experience in developing and executing successful customer focus strategies.
* Ability to understand and adapt to the varying cultural needs of different laboratories and third parties.
* Exceptional project management skills with the ability to manage multiple projects simultaneously and meet tight deadlines.
* Excellent communication, leadership, and interpersonal skills with a keen eye for detail.
* Proven experience of managing and leading a team within the service domain.
* Good knowledge of CRM software and Microsoft Office Suite.
* Experience in medical device manufacturing; laboratory testing; biotech or related field.
* Proven record of managing large accounts and building long‑term relationships.
* Experience in building a team.
Join us on the journey….
We are an award‑winning international diagnostics testing business that is passionate about improving lives around the world by accurately informing health decisions.
Drawing on over 30 years of experience, we develop, manufacture and market pioneering diagnostic products associated with food sensitivity and gut health.
Our journey is dependent upon talented, passionate, and dedicated people that constantly strive and challenge each other for better outcomes.
Take the first step today and join us on the journey….
Together we get results.
Terms
Location: Office based in Littleport, Cambridgeshire. Travel to meet customers will be required at least once a month.
Annual Leave: 25 days plus 9 Bank Holidays – annual leave increases on length of service up to a maximum of 39 days inclusive of Bank Holidays.
Buy/Sell Leave: purchase or sell up to 5 days annual leave. Purchased leave is a salary sacrifice scheme.
Private medical insurance.
Salary sacrifice pension scheme: up to 5% employer contribution.
EV Car Scheme.
Enhanced company sick pay.
Enhanced maternity pay.
Cycle to work scheme.
Employee stock ownership plan.
Access to free health & wellbeing services.
24/7 GP health service.
Referral Programme.
Friends & Family Discount Scheme.
Casual Dress.
Company Events.
Seniority Level
Director
Employment Type
Full‑time
Industries
Medical Equipment Manufacturing
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