Regional Customer Care Leader

About the role

We are seeking a Regional Customer Care Leader to drive best‑in‑class service across the EMEA region from Switzerland. Reporting into the global customer operations organization, you will shape strategy, lead multi‑country teams and ensure seamless execution of the full customer order lifecycle.

Key responsibilities

• Lead and develop regional Customer Care teams across EMEA, fostering a high‑performance culture.
• Define and execute regional customer care strategies aligned with global priorities and commercial goals.
• Own KPIs and SLAs, ensuring consistent delivery and accountability across markets.
• Collaborate with Sales, Supply Chain, Finance, IT and Operations to optimise end‑to‑end order‑to‑cash processes.
• Oversee critical order‑to‑cash activities, including instrument installations and rental workflows.
• Drive continuous‑improvement initiatives using Lean, Six Sigma and Danaher Business System methodologies.
• Champion digital transformation, promoting adoption of ERP (SAP) and CRM tools.
• Represent EMEA Customer Care in global forums and influence strategic decisions.

Required profile

• Bachelor’s degree in Business Administration, Operations Management or a related field.
• Extensive experience leading multi‑country customer care or operations teams in a matrixed, international environment.
• Proven track record of delivering strategic transformation and continuous‑improvement projects.
• Strong stakeholder‑management and leadership capabilities.

Required skills

• SAP (ERP)
• CRM platforms
• Lean methodology
• Six Sigma