Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As a Customer Care Sr Manager, you will be part of a multi-cultural team and enjoy working in an international setting. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business. 

You will work closely with the wider business organization as well with the commercial teams to ensure a great and consistent customer experience for our customers. You will be also responsible for managing team leaders and customer care team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

MAJOR AREAS OF RESPONSIBILITY:

• Motivation and development of the  customer care team.
• Day to day management of a complex customer care organization and relevant processes.
• Recruit, direct, coach, inspire team leads and team members of the customer care team in the new centre to achieve and support the vision and mission.
• Set clear goals for employees to ensure prioritization of work.
• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement.
• Track and improve on Key Performance indicators - in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher.
• Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth of the business.
• Manage key points of contact for identified strategic accounts.
• Manage relevant SLA’s with key stakeholders within the business. 
• Participate as part of a Thermo Fisher Customer Care team to drive strategy and actions to underpin goals and targets.
• Responsibility for day to day managing of operational budgets.
• Foster an environment of continuous improvement within the Customer Care team.  

REQUIRED EDUCATION/EXPERIENCE:

• 5-8 years experience of managing people and leading in a customer care environment or equivalent.
• Bachelor’s or master’s degree from college or university.
• Fluency of the English Language both written and verbal.
• Strong understanding of service and customer care processes and matrix organization.
• Strong communication and relationship building skills.
• Ability to plan work and work with a high degree of autonomy.
• Strong cross-functional collaborator and ‘One Team’ thinker.
• Proven track record of influencing at senior levels and coaching experience.
• Strong interpersonal and organizational skills.
• Proven track record of operational management of customer care teams
• Risk averse and Agile attitude
• Experience of managing budgets.
• Ability to inspire and empower, mentor and coach.
• Experience of developing and implementing best practices.
• Experience in stakeholder management.
• Experience with Process adherence and KPI management & tracking