Regional Customer Care Leader, EMEA

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cd06w

Job Overview
Regional Customer Care Leader, EMEA, at Leica Biosystems. Responsible for leading a high‑performing Customer Care team across the region, bridging the Global Customer Care Hub and regional stakeholders. The role reports to the Senior Director, Global Customer Care and will be located in Milan, Italy.
Responsibilities
- Work closely with the Senior Director to define and execute the EMEA customer care strategy.
- Own and drive regional Customer Care KPIs and SLAs, translating business goals into clear, executable plans.
- 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, cultivating a high‑performance culture.
- Own elements of the customer order lifecycle, including instrument installations, COI/NON‑COI, and rental order‑to‑cash processes.
- Lead the resolution of complex, high‑impact customer and operational challenges.




- Establish robust governance and performance management across customer care activities.
- Lead the deployment of DBS tools and methodologies across EMEA Customer Care.
- Identify, prioritize, and deliver process improvement and standardization initiatives.
- Champion adoption of digital tools, ERP (SAP), and CRM platforms.
- Partner with IT and business stakeholders to prioritize and implement system enhancements.
- Drive a digitally enabled customer journey by leveraging automation and analytics.
- Act as a key customer care voice in regional and global forums.
- Build and sustain strong relationships with senior stakeholders.

Qualifications
- 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

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7cd06w