Global Head of Customer Care ClearCorrect
hace 3 semanas
The Straumann Group 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.
The Straumann Group unites global reach, experience, and innovation with passion and a commitment to 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.
About the RoleThe Global Head of Customer Care 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.
Responsibilities- 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.
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 a business opportunity and profit center and implementing 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.
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Global Head of Customer Care ClearCorrect
hace 1 mes
Madrid, Madrid, España Straumann Group A tiempo completoAbout Straumann GroupStraumann Group 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...
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Global Head of Customer Care ClearCorrect
hace 1 mes
Madrid, Madrid, España Straumann Group A tiempo completoAbout Straumann GroupStraumann Group 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...
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