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Senior Manager, Regional Customer Care – EMEA

hace 4 días

Barcelona

Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Biosystems, one of ___ 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact. Learn about the ___ which makes everything possible. Step into a pivotal leadership role as a Senior Manager, Regional Customer Care – EMEA, where you’ll lead and inspire a high-performing team of Regional Customer Care Operations Leads, throughout the EMEA region. You are part of the Global Customer Care Centre of Excellence (CoE) located in Deer Park, Illinois, US, and serve as the vital regional link between the EMEA Customer Care and stakeholders across Sales, Operations, Logistics, IT and Finance—driving collaboration and championing best-in-class customer experiences. You will take ownership of optimizing every customer interaction, ensuring seamless solutions and swift resolutions to customer challenges. If you’re ready to make a meaningful impact and elevate standards across EMEA, we want you on our team. This position reports to the Senior Director, Global Customer Care, and is located onsite in one of LBS’ key locations across Europe or remote. In this role, you will have the opportunity to: * Proactively oversee and streamline the end-to-end process, partnering with internal functions to ensure seamless customer experience driving improvements, serving as a Customer Care partner to the EMEA Commercial team. Work with leadership to identify solutions that balance both global enterprise processes and local nuances. * Drive service level agreements (SLAs) and key performance indicators (KPIs) to maximize customer satisfaction throughout all regions, serving as the escalation contact for regional escalations to provide solutions that meet and exceed customer needs * Forge strong, collaborative partnerships with regional commercial teams to ensure alignment to the commercial strategy, engaging in the regional forecasting processes working together with supply chain, finance, and IT to resolve complex challenges and elevate the customer journey. * Enable digital adoption in customer care—adopt cutting-edge tools and technologies that boost efficiency and deliver a superior customer experience * Ensure the EMEA Customer Care team are resourced to serve the needs of the EMEA Market, aligned to the Global Customer Care CoE, accountable for hiring, onboarding, performance management and career development, mentor and coach team members; provide guidance in problem resolution, professional interactions to ensure excellent customer care across multiple channels. * Drive continuous improvement and operational excellence by implementing the proven Danaher Business System (DBS) tools and methodologies throughout all customer care functions. The essential requirements of the job include: * BA/BS Degree in Business Administration, Operations Management, or related field * Extensive experience directly managing customer care operations in EMEA and working closely with regional and global leadership. * Proven track record of driving processes and process improvements (Lean, Six Sigma, or similar) in a complex manufacturing or distribution environment, working in a dynamic environment and in a matrix structure. * Strong proficiency with enterprise resource planning (ERP) systems (SAP preferred) and customer relationship management (CRM) platforms * Full proficiency in English and at least one other major European Language (Spanish, German, Italian or French) Travel, Motor Vehicle Record & Physical/Environment Requirements: * Ability to travel approximately 30% of time, including overnight travel across the EMEA region and at times internationally It would be a plus if you also possess: * Experience in Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements * MBA or master’s degree in business administration, Operations Management, or related field * Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies Leica Biosystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at ___. At Leica Biosystems, we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide. Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. For more information, visit ___.