Regional Customer Care Leader, EMEA

Regional Customer Care Leader, EMEA 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. You will take ownership of optimizing every customer interaction and order process, ensuring seamless solutions and swift resolutions to customer challenges. 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. 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), and rental order‑to‑cash processes, 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. This position is eligible for a remote work arrangement; applications from other countries, such as UK, Spain, or EMEA, will also be considered. Additional information about this remote work arrangement will be provided by your interview team. #J-18808-Ljbffr Danaher