Danaher Corporation

Senior Manager, Regional Customer Care – EMEA

Danaher Corporation

full-time

Posted on:

Location Type: Hybrid

Location: Newcastle upon Tyne • United Kingdom

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

ERP

About the role

  • Proactively oversee and streamline the end-to-end process, partnering with internal functions to ensure seamless customer experience driving improvements, serving as a Customer Care partner to the EMEA Commercial team.
  • Work with leadership to identify solutions that balance both global enterprise processes and local nuances.
  • Drive service level agreements (SLAs) and key performance indicators (KPIs) to maximize customer satisfaction throughout all regions, serving as the escalation contact for regional escalations to provide solutions that meet and exceed customer needs.
  • Forge strong, collaborative partnerships with regional commercial teams to ensure alignment to the commercial strategy, engaging in the regional forecasting processes working together with supply chain, finance, and IT to resolve complex challenges and elevate the customer journey.
  • Enable digital adoption in customer care—adopt cutting-edge tools and technologies that boost efficiency and deliver a superior customer experience.
  • Ensure the EMEA Customer Care team are resourced to serve the needs of the EMEA Market, aligned to the Global Customer Care CoE, accountable for hiring, onboarding, performance management, and career development, mentor and coach team members; provide guidance in problem resolution, professional interactions to ensure excellent customer care across multiple channels.
  • Drive continuous improvement and operational excellence by implementing the proven Danaher Business System (DBS) tools and methodologies throughout all customer care functions.

Requirements

  • BA/BS Degree in Business Administration, Operations Management, or related field
  • Extensive experience directly managing customer care operations in EMEA and working closely with regional and global leadership.
  • Proven track record of driving processes and process improvements (Lean, Six Sigma, or similar) in a complex manufacturing or distribution environment, working in a dynamic environment and in a matrix structure.
  • Strong proficiency with enterprise resource planning (ERP) systems (SAP preferred) and customer relationship management (CRM) platforms
  • Full proficiency in English and at least one other major European Language (Spanish, German, Italian or French)
Benefits
  • Health care program
  • Paid time off
  • Flexible working arrangements
  • Career development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer care operationsprocess improvementsLeanSix Sigmaenterprise resource planning (ERP)SAPcustomer relationship management (CRM)performance managementproblem resolutiondigital adoption
Soft Skills
collaborative partnershipsleadershipmentoringcoachingcommunicationcustomer satisfactionproblem-solvingorganizational skillsteam managementadaptability