Regional Customer Care Leader, EMEA

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology

At Leica Biosystems one of Danahers 15 operating companies our work saves livesand were all united by a shared commitment to innovate for tangible impact.

Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement you help turn ideas into impact innovating at the speed of life.

At Leica Biosystems were not just shaping the future of cancer diagnostics were transforming lives. Our mission of Advancing Cancer Diagnostics Improving Lives is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis we empower clinicians with innovative reliable solutions so they can give patients timely accurate answers when they need them most. When you join Leica Biosystems youre not just taking a job; youre becoming part of a passionate team that knows every moment matters when it comes to cancer. Youll help develop diagnostic solutions that turn anxiety into answers and aid the acceleration of next-generation life-changing therapies. Surrounded by a diverse and collaborative global community youll be inspired each day to stretch grow and make an impact.

Learn about the Danaher Business System which makes everything possible.

Step into a pivotal leadership role as Regional Customer Care Leader EMEA where youll lead and inspire a high-performing team of Customer Care Representatives across the region. Youll serve as the vital link between our Global Customer Care Hub the EMEA Customer Care Team and stakeholders across Sales Operations Logistics IT and Financedriving collaboration and championing best-in-class customer experiences. You will take ownership of optimizing every customer interaction and order process ensuring seamless solutions and swift resolutions to customer challenges. If youre 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.

In this role you will have the opportunity to:

• 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.
• Own elements of the customer order lifecycle including instrument installations (COI/NON-COI) ensuring efficient compliant and customer-centric execution. Lead the resolution of complex high-impact customer and operational challenges working cross-functionally to remove systemic barriers and strengthen underlying processes. 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. Identify prioritize and deliver process improvement and standardization initiatives across the region scaling best practices and ensuring alignment with global standards.
• Champion the adoption of digital tools ERP (SAP) and CRM platforms to modernize Customer Care operations and elevate customer experience. Partner with IT and business stakeholders to prioritize and implement system enhancements that improve visibility efficiency and scalability. Drive a digitally enabled customer journey by leveraging automation and analytics to anticipate and respond to customer needs proactively.
• 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

The essential requirements of the job include:

• 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

It would be a plus if you also possess:

• 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
• Previous exposure to Danaher Business System (DBS) tools and continuous improvement methodologies

Compensation Range: 70- 90K EUR

This is the basic pay range for this position in this location. We believe this range represents the possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for 15 % bonus/incentive pay. This is the target earnings as % of annualized pay subject to eligibility criteria and performance conditions as set out in the applicable scheme terms and conditions.

We offer a comprehensive package of benefits to eligible employees. Eligibility for specific benefits is subject to the terms and conditions of each benefit scheme role requirements and applicable waiting periods. Full details of benefit eligibility and terms will be provided in due course.

No amount of pay is considered to be wages or compensation until such amount is earned vested and determinable. The amount and availability of any bonus commission benefits or any other form of compensation and

benefits that are allocable to a particular employee remains in the Companys sole discretion unless and until paid and may be modified at the Companys sole discretion consistent with applicable law. The pay range shown above is a guideline and individual total compensation will be determined based on objective criteria including skills efforts responsibilities and working conditions and other factors relevant to the position.

At Leica Biosystems we believe in designing a better more sustainable workforce. 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 which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Leica Biosystems can provide.

Join our winning team today. Together well accelerate the real-life impact of tomorrows science and technology. 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.

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