They have an immediate requirement for an:

EMEA Customer Services Manager

Managing a multi-lingual team of 30+ you will be responsible for customer services standards in a region that includes UK Ireland, Nordics, France, Benelux + Central and Southern Europe.

We are seeking candidates who MUST meet the following 3 criteria:

1) Currently managing an International customer services team
2) Healthcare/Life Sciences/Pharma background
3) Fluent in at least English + 1 other language relevant to the role

Your responsibilities will include;

• Deliver customer satisfaction/loyalty
• Strong performance management whilst creating a positive work environment
• Working with the CS management team and colleagues in the Customer Care leadership team to drive success
• Ensure customer enquiries and issues are dealt with within customer defined timelines, driving increased quality, responsiveness and overall NPS ratings.
• Working on continuous improvements to deliver improved quality of communication and supporting the Customer Advocates with the skills/ knowledge to perform
• Monitor performance of team according to defined performance metrics, ensure adequate resources in place at all times to meet/ exceed agreed Service Levels.
• Network across Senior Leaders in Commercial organisation and other parts of the LS organisation to ensure internal customer needs are met and interfaces with other functions are mapped effectively, to ensure optimum response times for customers
• Overall responsibility to build rigor around the Customer Review process to keep clear visibility on the key customer relationship pain points and actions taken to address the same.
Qualifications/Requirements • Previous experience of working in a customer facing / commercial organisation, preferably within a Life Sciences business
• Committed to deliver within a commercial environment
• Customer satisfaction oriented
• Problem solving expertise
• Strong experience of managing change
• Project management experience
• Experience of LEAN
• Leadership coaching ability
• Strong people management experience
• Experience of effectively working within a matrix environment

Salary:
£60,000 -  £70,000 + Bonus and benefits

Danish, Dutch, Finnish, Swedish, Norwegian, German