Regional customer care leader, emea

Ph3Role Overview /h3 pRegional 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. /p h3Responsibilities /h3 ul liWork 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. /li liOwn and drive regional Customer Care KPIs and SLAs, translating business goals into clear, executable plans and ensuring consistent delivery across markets. /li liProvide leadership to Customer Care Associates across EMEA, building a high‑performance culture through coaching, development, and continuous improvement. /li liOwn 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. /li liLead the deployment of Danaher Business System tools and methodologies across EMEA Customer Care, embedding a culture of data‑driven decision‑making and continuous improvement. /li liChampion 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. /li liAct as a key customer care voice in regional and global forums, influencing strategic decisions and representing EMEA priorities and requirements. /li /ul h3Essential Requirements /h3 ul liBA/BS degree in Business Administration, Operations Management, or a related field. /li liExtensive experience leading multi‑country customer care or operations functions with accountability for performance across multiple teams. /li liProven track record of developing and executing strategic plans in a complex, matrixed manufacturing or distribution environment. /li liDemonstrated success leading transformation and continuous improvement initiatives (Lean, Six Sigma, DBS or equivalent). /li liStrong proficiency with ERP systems (SAP preferred) and CRM platforms, with experience driving digital adoption at scale. /li liAbility to influence senior stakeholders and operate effectively in a global, matrixed organization. /li liFull proficiency in English and at least one additional major European language (Spanish, German, Italian, or French). /li /ul h3Preferred Qualifications /h3 ul liExperience in Life Sciences, Medical Devices, or Diagnostics industries with an understanding of regulatory requirements. /li liMBA or Master’s degree in Business Administration, Operations Management, or a related field. /li liPrevious exposure to Danaher Business System tools and continuous improvement methodologies. /li /ul h3Travel Physical Requirements /h3 ul liAbility to travel approximately 25% including overnight travel across the EMEA region. /li /ul h3Compensation Benefits /h3 ul liCompensation range: 70‑90K EUR. /li liEligible for a 15% bonus incentive (subject to eligibility criteria and performance conditions). /li liRemote‑work arrangement available for eligible roles; additional details will be discussed during interview. /li /ul /p #J-18808-Ljbffr