Regional Customer Care Leader

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Regional Customer Care Leader based in Netherlands.

This leadership role sits at the heart of a global customer operations organization, responsible for shaping and delivering best-in-class customer care across the EMEA region. You will lead and develop multi-country teams, ensuring seamless execution across the full customer order lifecycle while elevating service quality and operational performance. Acting as a key connector between global hubs and regional stakeholders, you will influence strategy, drive continuous improvement, and strengthen end-to-end customer experience. The role combines people leadership, operational excellence, and digital transformation in a highly matrixed, international environment. You will partner closely with Sales, Supply Chain, Finance, IT, and Operations to remove friction and improve customer outcomes. This is a high-impact position where your decisions directly shape service levels, efficiency, and customer satisfaction across diverse markets.

• Lead and develop regional Customer Care teams across EMEA, fostering a high-performance and engagement-driven culture while ensuring consistent execution of customer service standards and operational excellence.
• Define, translate, and execute regional customer care strategies in alignment with global priorities and commercial objectives to improve customer experience, efficiency, and financial outcomes.
• Own key performance indicators (KPIs) and service level agreements (SLAs), ensuring delivery consistency across markets and driving accountability for results.
• Collaborate closely with Sales, Operations, Supply Chain, Finance, and IT to optimize end-to-end customer order management and resolve complex operational challenges.
• Oversee critical order-to-cash processes, including instrument installations (COI/NON-COI) and rental workflows, ensuring compliance and customer-centric execution.
• Drive continuous improvement initiatives using Lean, Six Sigma, and the Danaher Business System methodologies to standardize and optimize processes across the region.
• Champion digital transformation initiatives, including adoption of ERP systems such as SAP and CRM tools to enhance visibility, automation, and scalability.
• Represent EMEA customer care in global forums, influencing strategic decisions and aligning stakeholders across regions and functions.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Extensive experience leading multi-country customer care or operations teams within a matrixed, international environment.
• Proven track record of delivering strategic transformation and continuous improvement initiatives in complex organizations.
• Strong expertise in ERP systems (preferably SAP) and CRM platforms, with demonstrated experience in driving digital adoption.
• Solid leadership and stakeholder management skills, with the ability to influence senior executives across functions and geographies.
• Experience in regulated industries such as life sciences, diagnostics, or medical devices is highly valued.
• MBA or Master’s degree is considered an advantage.
• Full proficiency in English and at least one additional European language (German, Spanish, Italian, or French).

Benefits

• Competitive base salary range: €70,000 – €90,000 annually
• Bonus/incentive opportunity of up to 15% based on performance
• Flexible remote work arrangements within eligible EMEA locations
• International, cross-functional working environment with strong career development opportunities
• Exposure to advanced transformation programs and global operational excellence initiatives
• Comprehensive employee benefits package (details shared during hiring process)
• Opportunity to work in a mission-driven environment focused on improving patient outcomes in diagnostics and healthcare