Global Head of Customer Care ClearCorrect

About Straumann Group

The Straumann Group (SIX: STMN) is a global leader in tooth replacement and orthodontic solutions that restore smiles and confidence. It unites global and international brands that stand for excellence, innovation and quality in replacement, corrective and digital dentistry. In collaboration with leading clinics, institutes and universities, the Group researches, develops, manufactures and supplies dental implants, instruments, CADCAM prosthetics, orthodontic aligners, biomaterials and digital solutions for use in tooth correction, replacement and restoration or to prevent tooth loss. Headquartered in Basel, Switzerland, the Group currently employs more than people worldwide. Our products, solutions and services are available in more than 100 countries.

The Straumann Group unites global reach, experience and innovation with passion and a commitment for uncompromising quality, making enhanced dental healthcare available and accessible to customers and patients around the globe. The group unites global and international brands that stand for excellence, innovation, and quality, including Straumann, Neodent, Anthogyr, Medentika, ClearCorrect, Dental Wings and other fully- or partly owned companies and partners. In 2017 Straumann entered the highly attractive market for Clear Aligner to support its strategy as becoming the leading provider for esthetic dentistry solutions. To achieve this step, the Straumann Group acquired the US-based company ClearCorrect. With determination, ClearCorrect grew into a viable player in the clear aligner space, which attracted the attention of many customers globally since 2006. Acquiring ClearCorrect has provided Straumann with technology and expertise in orthodontics.

People and culture are the Straumann Group's greatest assets; they are the keys to high performance and sustainable success. We strive for a culture that builds trust and collaboration, fosters diversity, embraces change, promotes agility, learning and innovation, creates opportunities, allows people to make mistakes and encourages them to take both responsibility and ownership. The fundamental driver of our culture is the player-learner mindset, which we seek to inspire and nurture in every employee.

About the role:

The Global Head of Customer Care (f/m/d) is a key leader responsible for orchestrating the strategy and execution of global customer care initiatives within ClearCorrect. This role demands a deep commitment to customer obsession, driving the development, testing, and scaling of global feedback processes to elevate customer experiences consistently; while also focusing on transforming digital customer interactions, enhancing post-sales experiences globally, and overseeing global customer care centers. The ideal candidate is a process improvement thought leader passionate about energizing teams and committed to delivering exceptional results. They are a strong believer in disruptive thinking and relentless innovation as essential pillars for creating sustainable value.

Responsibilities:

Customer Care Strategy and Execution:

• Develop and implement a global customer care strategy that aligns with business goals, focusing on creating a seamless and proactive customer experience.
• Establish centralized customer care centers in strategic locations to support global operations and ensure consistency and quality in customer interactions.
• Develop frameworks that simplify the feedback loop and make actionable insights accessible across the organization.
• Leverage advanced technologies, including AI and data analytics, to enhance the effectiveness of customer care initiatives and drive continuous improvement.

Operational Leadership and Team Management:

• Lead a team of customer care professionals, setting clear objectives and KPIs, ensuring high performance and development across the team.
• Foster a culture of innovation and continuous improvement within the customer care teams, promoting best practices and process optimization.
• Passionate about building effective, empowered, and inspired teams, placing a strong emphasis on professional development and personal growth.

Stakeholder Engagement and Collaboration:

• Collaborate with key internal stakeholders, such as digital growth, quality, marketing, and product teams, to align customer care strategies with broader business objectives.
• Use insights from customer data to drive decisions and personalize customer interactions, enhancing satisfaction and loyalty.

Innovation and Future Planning:

• Stay ahead of industry trends and technological advancements to continuously refine and evolve the customer care strategy.
• Evaluate and implement new customer care models and technologies to enhance service delivery, customer retention, and operational efficiency.

About the ideal candidate

Requirements:

• Minimum 10-15 years' proven experience in senior leadership roles within customer care, customer experience, business development and/or operations with a demonstrated track record of success, preferably in the medical devices or healthcare industry.
• Accomplished in successfully building shared services centers and self-service solutions for large international companies.
• Demonstrated track record of successfully transforming customer experience and turning customer care into business opportunity and profit center and implement centralized service centers.
• Strong understanding of how to leverage AI, self-service care platforms, and data analytics within a customer care context.
• Experience in leveraging customer data and insights to drive proactive customer care strategies.
• Experience in implementing new business models across business segments in the context of customer care.
• Proven track record of driving business impact and delivering results.
• Experience with medical devices industry and/or a track record of being willing and able to develop deep domain expertise quickly.

Your skills:

• Ability to effectively drive collaboration with a diverse set of stakeholders including customers, partners, and colleagues across departments and at all levels within the organization.
• Structured and process-driven individual with proven ability to execute and implement.
• Hands-on approach to strategy and implementation
• Excellent communication and presentation skills and ability to frame vision and strategy at different levels of granularity from business executive to solutions specialist.
• Strong situational leadership skills and ability to successfully build, lead and develop teams.
• Energetic, positive, and results-oriented business leader with enterprising thinking and strong resilience.
• Strong understanding of ERP and CRM systems and processes such as SAP, Salesforce etc.
• Fluency in English; Spanish and other languages considered an asset.

Personal Attributes & Cultural Fit:

• A visionary leader with a passion for customer obsession and continuous innovation.
• High adaptability and enthusiasm for working in a dynamic, global environment.
• Embodies the values of disruptive thinking and relentless innovation as drivers of sustainable value creation.
• Deep commitment to people, passionately believing in the importance of building empowered and inspired teams, fostering an inclusive and collaborative workplace.

Travel Requirements: Willingness to travel up to 40% of the time, as required for business needs.