Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?
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At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.
You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.
Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Learn about the Danaher Business System which makes everything possible.
Step into a pivotal leadership role as Regional Customer Care Leader, EMEA, where you’ll lead and inspire a high-performing team of Customer Care Representatives across the region. You’ll 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. If you’re ready to make a meaningful impact and elevate Customer Care standards across EMEA, we want you on our team.
This position reports to the Senior Director, Global Customer Care, and will be located in our preferred location, Milan, Italy.
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, ensuring consistent delivery across markets. Partnering closely 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, strengthening organizational capability, you will cultivate a high-performance culture by developing associates who consistently deliver results, drive engagement, and sustain continuous improvement.
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. Act as a key customer care voice in regional and global forums, influencing strategic decisions and representing EMEA priorities and requirements. Build and sustain strong relationships with senior stakeholders, navigating complexity and driving alignment across diverse teams, functions, and geographies
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, Motor Vehicle Record & Physical/Environment Requirements
~ Ability to travel approximately 25% including overnight travel across the EMEA region
Experience in Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirements
MBA or Masters degree in Business Administration, Operations Management, or related field
Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement, we would also consider applications from other countries, such as UK, Spain or EMEA. in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. xlwpduy We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.