Regional Customer Care Leader, EMEA

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Role Overview

Step into a pivotal leadership role as Regional Customer Care Leader, EMEA, where you will lead and inspire a high‑performing team of Customer Care Representatives across the region. You will serve as the vital link between our Global Customer Care Hub, the EMEA Customer Care Team, and stakeholders across Sales, Operations, Logistics, IT, and Finance, driving collaboration and championing best‑in‑class customer experiences. The role reports to the Senior Director, Global Customer Care, and is based in Milan, Italy.

Leica Biosystems, part of Danaher’s portfolio, is a global leader in cancer diagnostics. Our mission of “Advancing Cancer Diagnostics, Improving Lives” drives our work. We empower clinicians with innovative, reliable solutions to give patients timely, accurate answers. Joining Leica means becoming part of a passionate team that believes every moment matters in cancer care.

Responsibilities

- Work closely with the Senior Director, Global Customer Care to define and execute the EMEA customer care strategy, aligning global priorities with regional commercial objectives to drive measurable improvements in customer experience, operational efficiency, and financial performance.
- Own and drive regional Customer Care KPIs and SLAs, translating business goals into clear, executable plans, and ensuring consistent delivery across markets.
- Partner with senior leaders across Sales, Operations, Supply Chain, and Finance to shape, prioritize, and deliver initiatives that enhance the end‑to‑end customer journey.
- Provide leadership to Customer Care Associates across EMEA, cultivating a high‑performance culture through development, engagement, and continuous improvement.
- Own elements of the customer order lifecycle, including instrument installations (COI/NON‑COI) and rental order‑to‑cash processes, ensuring efficient, compliant,



and customer‑centric execution.
- Lead the resolution of complex, high‑impact customer and operational challenges, working cross‑functionally to remove systemic barriers and strengthen underlying processes.
- Establish robust governance and performance management across customer care activities, balancing customer satisfaction, delivery, quality, and cost objectives.
- Lead the deployment of DBS tools and methodologies across EMEA Customer Care, embedding a culture of data‑driven decision‑making and continuous improvement.
- Champion the adoption of digital tools, ERP (SAP), and CRM platforms to modernize Customer Care operations and elevate customer experience.
- Partner with IT and business stakeholders to prioritize and implement system enhancements that improve visibility, efficiency, and scalability.
- Drive a digitally enabled customer journey by leveraging automation and analytics to anticipate and respond to customer needs proactively.
- Act as a key customer care voice in regional and global forums, influencing strategic decisions and representing EMEA priorities.
- Build and sustain strong relationships with senior stakeholders, navigating complexity and driving alignment across diverse teams, functions, and geographies.

Essential Requirements

- BA/BS degree in Business Administration, Operations Management, or related field.




- Extensive experience leading multi‑country customer care or operations functions with accountability for performance across multiple teams.
- Proven track record of developing and executing strategic plans in a complex, matrixed manufacturing or distribution environment.
- Demonstrated success leading transformation and continuous improvement initiatives (Lean, Six Sigma, DBS or equivalent).
- Strong proficiency with ERP systems (SAP preferred) and CRM platforms, with experience driving digital adoption at scale.
- Ability to influence senior stakeholders and operate effectively in a global, matrixed organization.
- Full proficiency in English and at least one additional major European language (Spanish, German, Italian, or French).

Travel and Physical Requirements

- Ability to travel approximately 25% of the time, including overnight travel across the EMEA region.

Preferred Qualifications

- Experience in Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements.
- MBA or Masters degree in a related field.
- Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies.

Compensation

Range: 70 000–90 000 EUR annually, with 15 % premio/incentive pay eligibility. The base range may be modified in the future. Compensation is based on objective criteria including skills, effort, responsibilities, and working conditions.

Remote Work

The position is eligible for a remote work arrangement. Applications from other countries such as the UK, Spain, or other EMEA locations may also be considered, with remote work from home arrangements available.

Join our winning team today. Together, we’ll accelerate the real‑life impact of tomorrow’s science and technology, helping customers solve complex challenges and bringing the power of science to life.

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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/789e78