Customer Excellence Regional Lead Emea

Additional Locations: France-Voisins le Bretonneux

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

Customer Care is a matrix organization built around 4 main pillars: Order Management (OM), Customer Excellence (CEx), Field Inventory Management (FIM) & Capital Equipment and Pricing & Tenders. This is a hybrid role that reports directly to the Director Customer Care EMEA and it is based either in Paris (Voisins-le-Bretonneux) or Madrid. The selected candidate will also have direct responsibility for either France or Iberia as Country Lead Customer Care.

As part of Customer Care EMEA´s leadership team, the CEx Regional Lead EMEA´s purpose is to design and drive the strategy of the CEx pillar across the region.  

Your responsibilities include:

• Strategy: Responsible for designing and driving the CEx strategy for EMEA; Designs a new standard for CEx based on best practices among countries; Drives a yearly maturity assessment per country to assess progress; Ensures the strategy is well communicated and understood across the organization; Establishes a common set of KPI´s and SLA´s across EMEA; contributes to the development of Customer Care´s strategic plan; Develops and owns the CEx yearly budget, including the control of expenses to ensure the pillar objectives are met within budget; Creates a culture of constant improvement to increase customer satisfaction and find efficiencies. 
• Team Management: Responsible for providing the daily management and direction for the CEx leadership team (5 middle managers & supervisors across EMEA) to ensure high levels of customer satisfaction across EMEA; Monitors team performance against service indicators on an ongoing basis and initiating analysis and corrective actions; Performs all personnel management activities for CEx leadership team, including recruitment, training, performance appraisal, salary management and professional development in collaboration with HR Manager; Coaches others in the team on a disciplined CEx model; Member of the senior management team in CC EMEA.communicates, and ensures the maintenance of the CEx policies and procedures as required by the company and the local rules.
• Business Management – Internal: Partners with the other 3 pillar leads and CC Country Leads to deliver a consistent internal customer experience; Develops first-class relationships with Country Leadership Teams across EMEA; Develops, communicates, and ensures the maintenance of the CEx policies and procedures as required by the company and the local rules.
• Business Management – External: Adjusts team strategies and initiatives to suit evolving customer requirements and opportunities for improvement; Demonstrates awareness of broad industry trends and their impact on local/regional sales activities; Identifies and develops working relationships with the economic buyer in their regions key accounts; Effectively presents and communicates core strategies and performance in the wider business; Conducts customer reviews when needed and leads structural problem resolution for customers with complex economic restraints; Exhibits strong inter-personal skills in front of the customer.
• Quality: As interface to Customers and Sales Representative has direct responsibility to facilitate, share documents and process to identify, notify and ensure any complaint or problem are addressed, thereby demonstrating high commitment to Quality in all interactions and behaviors; Acts as needed to support and facilitate any field corrective action related his/her scope; Ensures awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.

What we are looking for:

• Minimum bachelor’s degree in relevant field or equivalent thru experience.
• At least 15 years of leadership experience in Customer Care or similar role.
• Proven stakeholder management experience at senior level.
• Experience coaching and developing junior leaders.
• Experience working in an international matrix organization.
• Demonstrated ability to effectively work with others including communication, presentation, analysis, and negotiation.
• Customer centric approach.
• Innovative, independent thinker.
• Drive continuous improvement.
• Able to work autonomously with minimal supervision.
• Highly adaptable, flexible, and willing to accept new ideas, processes, and tools.
• Fluent in English AND either French or Spanish.

Desired qualifications:

• Experience working in healthcare / medical device sector
• MBA
• Excellent analytical and project management skills
• Experience utilizing SAP or other ERP systems, Sales Force
• Fluent in another language
   

Requisition ID: 580769

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!