Regional Customer Care Leader, EMEA

Bring more to life.Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?At Leica Biosystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.At Leica Biosystems, we’re not just shaping the future of cancer diagnostics — we’re transforming lives. Our mission of “Advancing Cancer Diagnostics, Improving Lives” is the driving force behind everything we do. As a global leader with the most comprehensive portfolio spanning from biopsy to diagnosis, we empower clinicians with innovative, reliable solutions so they can give patients timely, accurate answers when they need them most. When you join Leica Biosystems, you’re not just taking a job; you’re becoming part of a passionate team that knows every moment matters when it comes to cancer. You’ll help develop diagnostic solutions that turn anxiety into answers, and aid the acceleration of next-generation, life-changing therapies. Surrounded by a diverse and collaborative global community, you’ll be inspired each day to stretch, grow, and make an impact.Learn about the Danaher Business System which makes everything possible.Step into a pivotal leadership role as Regional Customer Care Leader, EMEA, where you’ll lead and inspire a high-performing team of Customer Care Representatives across the region. You’ll serve as the vital link between our Global Customer Care Hub, the EMEA Customer Care Team and stakeholders across Sales, Operations, Logistics, IT and Finance—driving collaboration and championing best-in-class customer experiences. You will take ownership of optimizing every customer interaction and order process, ensuring seamless solutions and swift resolutions to customer challenges. If you’re ready to make a meaningful impact and elevate Customer Care standards across EMEA, we want you on our team.This position reports to the Senior Director, Global Customer Care, and will be located in our preferred location, Milan, Italy.In this role, you will have the opportunity to:Work closely with the Senior Director, Global Customer Care to define and execute the EMEA customer care strategy, aligning global priorities with regional commercial objectives to drive measurable improvements in customer experience, operational efficiency, and financial performance. Own and drive regional Customer Care KPIs and SLAs, translating business goals into clear, executable plans, ensuring consistent delivery across markets. Partnering closely with senior leaders across Sales, Operations, Supply Chain, and Finance to shape, prioritize and deliver initiatives that enhance the end-to-end customer journey.Provide leadership to Customer Care Associates across EMEA, strengthening organizational capability, you will cultivate a high-performance culture by developing associates who consistently deliver results, drive engagement, and sustain continuous improvement.Own elements of the customer order lifecycle, including instrument installations, (COI/NON-COI), and rental order-to-cash processes, ensuring efficient, compliant, and customer-centric execution. Lead the resolution of complex, high-impact customer and operational challenges, working cross-functionally to remove systemic barriers and strengthen underlying processes. Establish robust governance and performance management across customer care activities, balancing customer satisfaction, delivery, quality, and cost objectives.Lead the deployment of DBS tools and methodologies across EMEA Customer Care, embedding a culture of data-driven decision-making and continuous improvement. Identify, prioritize, and deliver process improvement and standardization initiatives across the region, scaling best practices and ensuring alignment with global standards.Champion the adoption of digital tools, ERP (SAP), and CRM platforms to modernize Customer Care operations and elevate customer experience. Partner with IT and business stakeholders to prioritize and implement system enhancements that improve visibility, efficiency, and scalability. Drive a digitally enabled customer journey by leveraging automation and analytics to anticipate and respond to customer needs proactively.Act as a key customer care voice in regional and global forums, influencing strategic decisions and representing EMEA priorities and requirements. Build and sustain strong relationships with senior stakeholders, navigating complexity and driving alignment across diverse teams, functions, and geographiesThe essential requirements of the job include:BA/BS degree in Business Administration, Operations Management, or related fieldExtensive experience leading multi-country customer care or operations functions, with accountability for performance across multiple teamsProven track record of developing and executing strategic plans in a complex, matrixed manufacturing or distribution environmentDemonstrated success leading transformation and continuous improvement initiatives (Lean, Six Sigma, DBS or equivalent)Strong proficiency with ERP systems (SAP preferred) and CRM platforms, with experience driving digital adoption at scaleAbility to influence senior stakeholders and operate effectively in a global, matrixed organisationFull proficiency in English and at least one additional major European language (Spanish, German, Italian, or French)Travel, Motor Vehicle Record & Physical/Environment Requirements:Ability to travel approximately 25% including overnight travel across the EMEA regionIt would be a plus if you also possess:Experience in Life Sciences, Medical Devices, or Diagnostics industry with understanding of regulatory requirementsMBA or Masters degree in Business Administration, Operat