Head of Customer Service EMEAC
hace 4 semanas
With a unique legacy in dermatology as well as decades of cutting-edge innovation, Galderma is the pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that spans the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermo-cosmetics, and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we're in shapes our lives, we are advancing dermatology for every skin story.
We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.
At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.
Further supporting our growth and innovation momentum, we are establishing a new Global Capability Center in Barcelona to deploy new capabilities to effectively support its global commercial and functional teams. Located in the upscale Eixample District in the heart of Barcelona, Galderma's Global Capability Center offers numerous possibilities for professional development such as exposure to global and cross-functional projects and access to global career opportunities.
Job Title: Head of Customer Service EMEAC
Location: Barcelona, Spain (hybrid)
Job Description
As Head of Customer Service EMEAC you will be responsible for leading and managing the customer service operations to ensure premium service delivery and customer satisfaction within the EMEAC Northern and Southern clusters. You will play a crucial role in enhancing customer experience, building strong processes and systems, continuously improving and harmonizing processes across the region.
The role reports to Head of Supply Chain EMEAC
Key Responsibilities
- Developing and implementing customer service strategies aligned with the company's goals and objectives by Identifying opportunities for process improvement and optimization and implementing best practices.
- Leading the customer service team and providing strategic directions to achieve targets and objectives, ensuring alignment with overall business strategies.
- Responsible for recruitment, training and managing a high-performing customer services team.
- Monitoring performance against targets and taking corrective actions as necessary to ensure continuous improvement.
- Building and maintaining strong relationships with key clients and stakeholders
- Leveraging technology and tools to streamline customer service processes, enhancing communication channels, and improving customer experience.
Skills & Qualifications
- Master's degree in a related field or MBA is preferred.
- Proven experience in a similar customer service role leading teams and influencing strategic directions at Global and Regional level.
- Developed short to long-term (1-5 years) operational plans for optimizing the organization or function and executed strategies.
- Business partnering, stakeholder management, and hands-on to get into the details if needed.
- Budget accountability.
- Strong team player with effective communication and People management skills
- Fluency in English, other European languages are a plus.
What we offer in return
- You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
- You will receive a competitive compensation package with bonus structure and extended benefit package.
- You will be able to work in a hybrid work culture.
- You will participate in feedback loops, during which a personalized career path will be established.
- You will be joining a growing company that believes in ownership from day one where everyone is empowered to grow and to take on accountability.
Next Steps
- If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
- The next step is a virtual conversation with the hiring manager.
- The final step is a panel conversation with the extended team.
Our people make a difference
At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.
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