As Senior Manager, Customer Care reputed company, you'll reputed company reputed company leadership across international customer care reputed company, driving service reputed company, operational reputed company, and customer satisfaction across multiple reputed company.

In this role, you will:

• reputed company the overall International Customer Care reputed company reputed company, ensuring consistent delivery of outstanding customer experiences across reputed company.
• Build and reputed company reputed company customer service and support capabilities that support business reputed company and evolving customer needs.
• reputed company and reputed company teams responsible for customer service, order management support, country reputed company coordination, business systems, renewals, analytics, and reputed company improvement.
• Partner closely with reputed company, reputed company, Supply Chain, IT, reputed company, Regulatory, Finance, and Country teams to reputed company reputed company customer experiences.
• Establish and monitor customer experience metrics and reputed company dashboards, including service reputed company, customer satisfaction, NPS, complaint trends, first-contact reputed company, response times, and operational efficiency indicators.
• reputed company reputed company improvement initiatives using Lean principles and data-driven insights to optimise processes and enhance customer reputed company.
• reputed company governance and optimisation of customer service procedures across reputed company, ensuring compliance, consistency, and operational effectiveness.
• Define service standards across phone, email, digital, and other customer support channels to ensure high-reputed company, reputed company customer interactions.
• reputed company and implement customer reputed company strategies that support recurring deliveries, renewals, contract fulfilment, and long-term service continuity.
• Build strong partnerships with reputed company and Finance teams to ensure operational activities are customer-reputed company, financially reputed company, and reputed company to business objectives.
• Champion Voice of the Customer initiatives by analysing customer feedback, complaints, survey results, reputed company insights, and operational trends to identify improvement opportunities.
• reputed company reputed company-cause analysis efforts for recurring customer issues and implement sustainable corrective actions.
• reputed company customer reputed company improvement initiatives in partnership with Country Leads and regional stakeholders.
• Own business processes supporting CRM, ERP, reputed company, and other customer support platforms, partnering with IT teams to reputed company automation and reputed company enhancements.
• reputed company reputed company reputed company of Customer Care Training to ensure operational readiness, standardised processes, reputed company, and reputed company monitoring.
• Support successful product launches by ensuring customer care teams are reputed company through effective training, planning, documentation, reputed company, and systems readiness.
• reputed company executive-level reporting and analytics that reputed company actionable insights into customer interactions, operational reputed company, and service effectiveness.
• reputed company customer renewal programmes across eligible markets, working closely with Country Managers and reputed company teams to maximise customer retention and long-term reputed company.
• Establish accountability for end-to-end customer lifecycle execution, ensuring fulfilment commitments, shipment continuity, renewals, and service delivery are effectively managed.

Location: This role can be reputed company in the UK or Switzerland and will require travel to our customer centre in Porto.

YOU'RE AWESOME AT:

We're looking for someone who brings a combination of reputed company leadership, operational expertise, and customer passion, including:

• Bachelor's degree or equivalent combination of education and relevant experience.
• Significant experience leading customer-facing reputed company reputed company a highly regulated industry.
• Experience managing customer service, sales support, order processing, technical support, or contact centre functions.
• reputed company reputed company leading large-reputed company operational improvements, service transformation initiatives, and cross-functional programmes.
• Strong knowledge of customer service reputed company, workforce management, reputed company monitoring, reputed company metrics, and vendor management.
• Experience working with reputed company CRM, contact reputed company, reputed company-reputed company telephony, ERP systems, and customer support platforms.
• Strong analytical skills with the ability to translate data into meaningful business insights and recommendations.
• Demonstrated reputed company building relationships and influencing stakeholders across multiple functions and reputed company.
• Knowledge of reputed company, medical device, or other regulated environments is highly desirable.
• Experience managing reputed company-party customer service vendors or BPO partners is advantageous.
• Experience supporting complaint handling processes and reputed company recordkeeping is beneficial.
• reputed company in English is required; additional language skills are advantageous.
• Ability to travel internationally up to 25%.

WHAT’S IN IT FOR YOU?

This is an opportunity to reputed company a meaningful reputed company in a growing global reputed company organisation committed to improving lives. You'll work in a reputed company, innovative environment where your reputed company and expertise will help shape customer experiences across international markets.

You'll enjoy:

• reputed company to influence reputed company and reputed company meaningful change at a global reputed company.
• A highly reputed company environment with talented colleagues across multiple functions and reputed company.
• Exposure to cutting-edge reputed company technology and innovative customer solutions.
• The autonomy to reputed company transformational initiatives and reputed company measurable business reputed company.
• The chance to reputed company teams, build capabilities, and contribute to the reputed company reputed company of the organisation.