Customer Experience Manager

hace 7 días

Sant Joan Despí, Barcelona, España GC Aesthetics Limited A tiempo completo

GC Aesthetics is a leading global player in breast implants. We design, develop, manufacture and market Best in Class medical aesthetic solutions to contribute to women's healthcare, well-being, confidence, empowerment and overall happiness, through safe and reliable devices in the hands of trained and qualified surgeons.

GCA has manufacturing operations in France and sells its implant products globally in more than 70 countries (excluding North America) through direct and indirect sales teams.

Why join us?

By joining GC Aesthetics, youll be part of a company operating to standard of Class III medical devices, where innovation serves healthcare professionals.

You will work in an international environment where teamwork is at the heart of our DNA, in an agile and caring culture.

Our mission is to improve womens lives and we achieve it with passionate people.

We are currently seeking an experienced and motivated Head of Customer Operations to lead and oversee our Customer Services, Warehouse, Logistics, and Customer Catalogues functions for our direct business in Spain. The successful candidate will ensure robust, timely, and efficient management of processes such as pricing, tenders, hospital portals, product databases, and ESG compliance, with the aim of maximizing gross margin and enhancing customer satisfaction.

Key Responsibilities:
  • Lead the daily operations of Customer Services, Logistics/Warehouse, Pricing, Tenders, and Corporate Account Administration
  • Ensure customer service excellence and compliance with company quality standards
  • Manage the full Order-to-Cash cycle, including timely and complete deliveries
  • Handle customer enquiries, complaints, warranty claims, and returns
  • Coordinate consignment stock management and ensure accurate stock records in the Barcelona warehouse
  • Organise courier services for outgoing and incoming deliveries
  • Support the Sales team by providing operational KPI reports and customer insights
  • Manage pricing updates, tenders, product database, and hospital catalogue processes
  • Ensure compliance with hospital requirements and ESG initiatives
  • Maintain and oversee pricing trackers and tender responses
  • Lead and develop a team, ensuring performance and continuous improvement
Key Performance Indicators (KPIs):
  • OTIF (On-Time, In-Full) delivery rates
  • Stock accuracy and consignment performance
  • Sale or return reduction
  • Timely execution of annual price reviews
  • Tender submission scores and win rates
  • Reduction of invoice queries
Profile / Qualifications:
  • Minimum 5 years experience in a customer service or operations role, ideally in the life sciences or healthcare sector
  • 35 years experience in team leadership and performance management
  • Experience managing courier operations and the Order-to-Cash process
  • Strong business acumen and ability to manage multiple priorities
  • Excellent communication, organisational, and problem-solving skills
  • Proficient in Microsoft Office (Word, Excel, PowerPoint)
  • Experience with ERP systems (Microsoft AX Dynamics is a plus)
  • Fluency in English; Spanish proficiency is desirable
  • Positive, proactive, and solution-oriented mindset

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