Senior Manager, Regional Customer Care – EMEA

Leica Biosystems, part of Danaher Corporation, is focused on advancing cancer diagnostics and improving lives. The Senior Manager, Regional Customer Care will lead a team to enhance customer experiences across the EMEA region, driving collaboration and optimizing customer interactions.

Responsibilities:

• 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

Requirements:

• 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)
• Ability to travel approximately 30% of time, including overnight travel across the EMEA region and at times internationally
• 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