Reporting to the Area Business Manager – Services, the Recipient Services Specialist will be based in Kochi and handle the entire Kerala region. They will play a critical role in protecting revenue, accelerating technology adoption, and strengthening long‑term recipient advocacy, ensuring Cochlear continues to deliver life‑long hearing outcomes.

• Own and deliver territory‑level services revenue targets, including sound processor upgrades, sequential bilaterals, accessories, and service offerings
• Execute structured territory plans to drive predictable and sustainable services growth
• Actively manage revenue mix and opportunity flow to ensure consistent achievement of business objectives
• Provide accurate forecasting, performance reporting, and insights to the ABM – Services
• Operate with full compliance to Cochlear governance, quality, and commercial policies

Accountability 2: Strategic Recipient Engagement & Experience Ownership

• Own end‑to‑end recipient engagement strategy for the assigned territory
• Build trusted, long‑term relationships with recipients through planned, high‑quality touchpoints
• Lead informed, empathetic counselling on upgrades and bilateral hearing outcomes.
• Shape recipient decision‑making by clearly articulating the value of technology progression over time
• Strengthen recipient satisfaction, advocacy, and loyalty through meaningful engagement experiences

• Own identification, prioritization, and activation of upgrade‑eligible and unilateral recipient pools
• Design and execute focused upgrade and sequential bilateral programs aligned to South Asia priorities
• Drive normalization of sequential bilateral adoption as a standard of care through recipient and clinic engagement
• Monitor conversion performance and continuously refine engagement approaches to improve outcomes
• Ensure timely follow‑up and disciplined execution to maximize opportunity realization

Accountability 4: Clinic Partnership & Services Enablement

• Build strong, value‑based partnerships with audiologists, therapists, and clinic teams
• Enable clinics to confidently position upgrades, bilaterals, accessories, and service offerings
• Collaborate with clinical teams to integrate services discussions into appropriate patient touchpoints
• Represent Cochlear as a long‑term services partner to clinics supporting recipient journeys
• Train clinicians to counsel recipients for upgrades and bilateral solution
• Engage with clinicians on clinical evidence of technology and bilateral benefits for recipients

Accountability 5: CRM, Pipeline & cross functional collaboration

• Maintain accurate, current data on recipients, eligibility, opportunities, and engagement activity in Salesforce
• Actively manage the services pipeline to provide clear visibility of territory performance
• Ensure governance and data integrity across upgrade and bilateral registrations
• Use analytics and insights to prioritize high‑value recipients and activities
• Partner with Marketing, Clinical, Operations, and Customer Service teams to execute services initiatives
• Support national programs, recipient campaigns, and process improvements
• Contribute market and recipient insights to strengthen regional services strategy
• Uphold Cochlear’s quality, compliance, and safety standards at all times