Global Head of Customer Care

**Primary Position Objectives**

As the Global Head Customer Care, Connected Customer Solutions business unit (CCS), you will play a pivotal role in transforming the digital customer care strategy. Your primary responsibility will be to create, implement and oversee the customer care structure that will enable Straumann Group to deliver a best in industry post-sales customer care experience across all our digital services and solutions. You will create and oversee centralized digital shared service centers in strategic geographical locations across our global operations, enabling a scalable and consistent world-class customer care delivery. With the goal to safeguard and optimize the customers’ investments into our products and services, by creating the most confidence-building user experience in the industry, you will lead the strategy to transform customer support into customer care.

In this newly created position, you will support the fast-paced growth of our digital products and services by creating and executing the customer care strategy to enhance customer experience and satisfaction, while harnessing data-driven insights to pro-actively address customer needs and preferences and create business opportunities and impact in the process. You will lead the implementation of a new generation of highly personalized, automated and process driven customer care delivery.

**Key responsibilities**
- Lead transformative strategy to create the future customer care setup to build a leading customer care experience and enable the continued growth of our business in line with group strategy.
- Ownership and implementation of comprehensive customer care strategy to turn customer support into proactive customer care to support business objectives.
- Establish and lead digital shared services centers in strategic locations in Europe, Americas, and APAC to support our regions and hubs and build world-class customer care teams, digital processes, and systems.
- Lead and manage team of direct and indirect reports and setting the direction for deployment of resources.
- Create and implement cross-functionally aligned roadmaps to transform single channel delivery of customer experience to multi-channel solution delivery using AI technology to launch self service solutions integrated with our platform, and drive speed and efficiency in customer care operations.
- Collaborate within complex stakeholder structure and in particular the customer insights, digital growth, training & education, and marketing teams to utilize data analytics and metrics to understand customer pain points and pro-actively drive improvements by leveraging technology and data to power a more personalized customer care experience in the customer journey and post-sales process.
- Drive alignment and engagement across functions. Champion internal understanding and support of opportunities to secure focus and alignment needed to develop the business.
- Develop in-depth and comprehensive understanding of Straumann’s products and business models, and prevailing digitalization advances and trends in dental industry.

**Your profile**
- Minimum 10-15 years’ proven experience in senior leadership roles within customer care, digital customer experience, business development and/or operations with a demonstrated track record of success.
- Accomplished in successfully building digital shared services centers and self-service solutions for large international companies with high complexity.
- Demonstrated track record of successfully transforming customer experience and turning customer care into business opportunity and profit center and implement digital 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, self-starter and business leader with enterprising thinking and high level of resilience and EQ