Role Overview
Regional Customer Care Leader for EMEA responsible for leading a high‑performing Customer Care team, coordinating with global and regional stakeholders, and driving customer experience across the Euro‑Mediterranean region. The role reports to the Senior Director, Global Customer Care and is based in Milan, Italy.
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 improve 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.
* Provide leadership to Customer Care Associates across EMEA, building a high‑performance culture through coaching, development, 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 deployment of Danaher Business System 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, partnering with IT and business stakeholders for system enhancements.
* Act as a key customer care voice in regional and global forums, influencing strategic decisions and representing EMEA priorities and requirements.
Essential Requirements
* BA/BS degree in Business Administration, Operations Management, or a 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).
Preferred Qualifications
* Experience in Life Sciences, Medical Devices, or Diagnostics industries with an understanding of regulatory requirements.
* MBA or Master’s degree in Business Administration, Operations Management, or a related field.
* Previous exposure to Danaher Business System tools and continuous improvement methodologies.
Travel & Physical Requirements
* Ability to travel approximately 25% including overnight travel across the EMEA region.
Compensation & Benefits
* Compensation range: 70‑90K EUR.
* Eligible for a 15% bonus incentive (subject to eligibility criteria and performance conditions).
* Remote‑work arrangement available for eligible roles; additional details will be discussed during interview.
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