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 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 organisation.
* Full proficiency in English and at least one additional major European language (Spanish, German, Italian, or French).
* Travel 25% 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 Master’s degree in Business Administration, Operations Management, or related field.
* Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies.
Compensation
Basic pay range: 70-90 K EUR, with eligibility for a 15% bonus/incentive pay. Package includes a comprehensive benefits program (subject to terms and waiting periods).
Remote Work
Eligible for a remote work arrangement; applications from other EMEA countries (UK, Spain, etc.) are also considered. Remote work details will be discussed during the interview process.
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