Our client is the world leader in serving science, employs 50,000 employees in 50 countries. Their mission is to make the world healthier, help the customers with solving complex analytical challenges, medical diagnostics by increasing laboratory productivity. They provide innovative technologies, analytical equipment, biopharma services.

Position Summary:

As a Customer Care Senior Manager you will be responsible for the customer care team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the group in EMEA.

You will work closely with the wider Customer Care organization of the company as well the group commercial teams to ensure a great and consistent customer experience for the 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.

Your tasks will be:

• Leading, motivating and developing of a team of 60 customer care team, with 4 direct reports (Team Leaders) in Budapest
• Day to day management of a complex customer care organization and relevant processes
• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement.
• Track and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) for the company
• Participate in regional integration initiatives with teams across the company aimed at building scalable solutions for future growth.
• Manage key points of contact for identified strategic accounts
• Manage relevant SLA’s with key stakeholders within the company
• Set strategy and actions to underpin goals and targets
• Responsibility for managing operational budgets.
• Foster an environment of continuous improvement within the Customer Care team