Director Customer Care EMEALA
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Job Location:
Eindhoven - Netherlands
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Director Customer Care EMEALA
Location: Eindhoven The Netherlands (minimum 3 days on site)
Scope: Europe Middle East Africa & LATAM
At Illumina we are driven by a clear purpose: to unlock the power of the genome to improve human health. Our Customer Care organization plays a critical role in delivering on that purposeensuring our customers experience excellence reliability and partnership at every stage of their journey.
We are seeking a Director Customer Care EMEALA to lead a large complex and highly diverse regional organization spanning Europe the Middle East Africa and Latin America. This is a pivotal leadership role for an experienced peoplecentric leader who puts customers first builds highperforming leadership teams and drives continuous improvement at scale.
About the Role
You will lead the EMEALA Customer Care organization of 45 professionals including a regional management team across the Netherlands South Africa and Brazil with responsibility for the full commercial ordertodelivery lifecycle. This includes managing highvalue complex ordersfrom $10K to multimilliondollar investmentsacross both consumables and capital equipment in a highly regulated Life Sciences environment.
This role requires a leader who can successfully operate through managers inspire engagement across multicultural teams (25 nationalities) and navigate change confidentlybalancing growth efficiency and employee experience at a time of increasing demand and transformation.
What Youll Do
Lead with purpose and people at the centre
- Lead inspire and develop a managerofmanagers organisation building a strong empowered leadership bench across subregions
- Create a culture of engagement accountability and inclusion within a highly diverse multicultural team
- Set and execute a leadership development strategy to grow future leaders and retain top talent
- Actively promote a customerfirst mindset ensuring teams live and breathe customer experiencenot just customer service
Drive customer excellence and operational performance
- Own and continuously improve all EMEALA commercial customer care activities from order entry through customer delivery
- Establish and manage KPIdriven performance across customer satisfaction shipontime metrics productivity and quality
- Champion proactive ownership and accountability across the organisation
- Ensure audit readiness regulatory compliance and adherence to ISO 13485 standards
Be a catalyst for change and innovation
- Act as a change agent driving continuous improvement work optimisation and operational efficiency
- Lead the regional impact of major transformation initiatives including the SAP S/4HANA implementation with team members acting as key users and super users
- Partner with Global Customer Care and regional peers to align with global standards while ensuring EMEALA needs are represented
- Support the responsible adoption of AI and automation to reduce manual work improve efficiency and relieve pressure on teams as volumes grow
Collaborate and influence across the enterprise
- Build strong partnerships with Sales Service Operations Logistics Planning and other commercial functions
- Build consensus with senior stakeholders and align Customer Care strategy to broader business objectives
- Help customers transition to digital selfservice and online transactions improving experience while reducing effort and cost
Who You Are
You are a vibrant visible and confident leader who thrives in complexity. You are known for being customerobsessed KPI driven and deeply committed to growing people and leaders. You bring energy to your teams communicate with impact and create clarity in fastmoving matrixed environments.
You naturally rolemodel Illuminas values:
- Make Customers Heroes you design everything around the customer experience
- Innovate with Purpose you embrace change technology and continuous improvement
- Be Accountable you take ownership and expect the same from your leadership team
- Win Together you collaborate across regions cultures and functions
- Commit to Excellence you set high standards and deliver consistently
Experience & Background
Essential
- Proven experience leading a customer care order management or customer operations organisation preferably as a manager of managers
- Demonstrated success driving customer satisfaction operational KPIs and productivity at scale
- Strong people leadership capability with a track record of building engaged highperforming teams
- Experience leading complex change initiatives across multiple regions and stakeholders
- Businessfluent English; working knowledge of Dutch is preferred
Preferred
- Experience in Life Sciences Diagnostics or MedTech
- Strong understanding of regulated environments and compliance requirements
- Background spanning both capital equipment and consumables
- Experience with SAP S/4HANA or large ERP transformations
- 10 years experience in a commercial or customer operations environment
We are a company deeply rooted in belonging promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation Illumina has always prioritized openness collaboration and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay regardless of gender ethnicity or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences increase cultural awareness and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex race creed color gender religion marital status domestic partner status age national origin or ancestry physical or mental disability medical condition sexual orientation pregnancy military or veteran status citizenship status and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local state and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local state and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process please contact To learn more visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.
Required Experience:
Director
