Customer Engagement Manager - Animal Health

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This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally.

The Customer Engagement Manager leads a fully remote team of Customer Engagement Representatives (CERs) whose primary focus is delivering a high‑quality, consistent, and supportive customer experience enabling prioritized commercial outcomes such as attainment, market share, customer satisfaction and customer adoption of new products and services. This team functions as the frontline resource for customers—resolving issues, providing expertise, supporting product needs, and ensuring a smooth, positive journey with every interaction as well as contributing to sales through a consultative approach.

The Customer Engagement Manager provides strong virtual leadership, coaching, and operational oversight to elevate customer‑experience outcomes, streamline support workflows, and ensure CERs feel confident and empowered in every customer interaction.

• Lead, coach, and develop remote CERs to deliver a consistently exceptional customer support experience, supported by effective consultative upselling and cross‑selling recommendations aligned to customer needs.
• Monitor support quality, productivity, SLA attainment, and sales/experience outcomes: maintain team reporting and action plans.
• Plan and facilitate weekly virtual team meetings focused on customer support excellence, journey consistency, communication updates and experience driven selling.
• Partner with Sr Leaders and Regional Directors to cultivate a remote team culture centered on customer‑experience excellence and aligned organizational priorities and coordination of virtual collaboration with Territory managers.
• Oversee workforce management within team to meet SLAs and budget targets, forecasting coverage needs, directing remote schedules, including work hours, work breaks, and PTO planning.
• Recruit, hire, onboard, and mentor CERs with an emphasis on customer support experience competencies such as empathy, problem solving, accuracy and follow through and integrating consultative selling skills appropriately.
• Implement inbound support engagement strategies that strengthen the customer journey, ensure timely and accurate issue resolution, and maintain consistency across remote touchpoints while identifying relevant, training opportunities.
• Implement outbound engagement programs rooted in proactive support followed by relevant, needs-based product or solution recommendations when appropriate.
• Handle customer escalations efficiently and professionally, ensuring quick resolution, clear communication and alignment with internal partners and cross‑functional teams to prevent reoccurring issues.
• Identify customer support and experience gaps and partner with Leadership and Learning & Development to deliver accessible, high‑impact virtual training and development programs that strengthen support excellence and consultative sales confidence.
• Drive operating discipline to continuously improve the customer experience:
  Ensure adherence to standard work, documentation, and escalation paths; identify recurring issues and partner cross‑functionally for permanent fixes.
• Coordinate remote training with vendor partners so CERs can confidently support customer needs and provide informed, customer‑aligned recommendations.
• Travel occasionally to designated locations for leadership development, alignment, and collaboration.

• Advanced understanding of customer support workflows, remote team management, and consultative service practices to drive consistent execution, team performance, and alignment across multiple work areas.
• 5+ years of…