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‐functio

Regional Customer Care Leader, EMEA

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