Customer Excellence Regional Lead Emea

**Work mode**:Hybrid**Onsite Location(s)**:Madrid, ES**Additional Locations**: France-Voisins le Bretonneux**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance**
- At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing - whatever your ambitions.-
As part of Customer Care EMEA´s leadership team, the CEx Regional Lead EMEA´s purpose is to design and drive the strategy of the CEx pillar across the region.**Your responsibilities include**:

- **Strategy**: Responsible for designing and driving the CEx strategy for EMEA; Designs a new standard for CEx based on best practices among countries; Drives a yearly maturity assessment per country to assess progress; Ensures the strategy is well communicated and understood across the organization; Establishes a common set of KPI´s and SLA´s across EMEA; contributes to the development of Customer Care´s strategic plan; Develops and owns the CEx yearly budget, including the control of expenses to ensure the pillar objectives are met within budget; Creates a culture of constant improvement to increase customer satisfaction and find efficiencies.
- **Business Management - Internal**: Partners with the other 3 pillar leads and CC Country Leads to deliver a consistent internal customer experience; Develops first-class relationships with Country Leadership Teams across EMEA; Develops, communicates, and ensures the maintenance of the CEx policies and procedures as required by the company and the local rules.
- **Business Management** - **External**: Adjusts team strategies and initiatives to suit evolving customer requirements and opportunities for improvement; Demonstrates awareness of broad industry trends and their impact on local/regional sales activities; Identifies and develops working relationships with the economic buyer in their regions key accounts; Effectively presents and communicates core strategies and performance in the wider business; Conducts customer reviews when needed and leads structural problem resolution for customers with complex economic restraints; Exhibits strong inter-personal skills in front of the customer.
- **Quality**: As interface to Customers and Sales Representative has direct responsibility to facilitate, share documents and process to identify, notify and ensure any complaint or problem are addressed, thereby demonstrating high commitment to Quality in all interactions and behaviors; Acts as needed to support and facilitate any field corrective action related his/her scope; Ensures awareness and compliance with applicable standard operating procedures to meet, comply and champion all quality and regulatory commitments of Boston Scientific.

**What we are looking for**:

- Minimum bachelor’s degree in relevant field or equivalent thru experience.
- At least 15 years of leadership experience in Customer Care or similar role.
- Proven stakeholder management experience at senior level.
- Experience coaching and developing junior leaders.
- Experience working in an international matrix organization.
- Demonstrated ability to effectively work with others including communication, presentation, analysis, and negotiation.
- Customer centric approach.
- Innovative, independent thinker.
- Drive continuous improvement.
- Able to work autonomously with mínimal supervision.
- Highly adaptable, flexible, and willing to accept new ideas, processes, and tools.
- Fluent in English AND either French or Spanish.

**Desired qualifications**:

- Experience working in healthcare / medical device sector
- MBA
- Excellent analytical and project management skills
- Experience utilizing SAP or other ERP systems, Sales Force Fluent in another language**Requisition ID**:580769- **Job Segment**:Compliance, MBA, Medical Device, Bilingual, Legal, Customer Service, Management, Healthcare