Regional Manager Customer Care Europe

Regional Manager Customer Care, Europe

Shape the future of Customer Care across Europe

At Straumann Group, customer experience is central to how we build long-term partnerships, support business growth, and deliver value to healthcare professionals and patients. We are looking for an experienced and highly customer-centric leader to join us as Regional Manager Customer Care, Europe. This is a high-impact regional leadership role for someone who combines operational excellence with a genuine passion for the customer. You will lead the evolution of Customer Care across Europe, ensuring that every interaction, from order management through post-sales support delivers a consistent, seamless, and high-quality experience.

As a member of the Global Customer Care Leadership Team, you will translate our global Customer Care strategy into effective regional execution. You will balance global consistency with local market requirements, lead transformation across multiple countries and business units, and build a scalable service organization that supports future growth.

What you will do

Put the customer at the center

• Own Customer Care and order management operations across Europe, ensuring consistent, responsive, and high-quality service.
• Oversee the end-to-end customer journey across relevant touchpoints and identify opportunities to improve the overall experience.
• Champion the voice of the customer and ensure that customer insights shape operational and business decisions.
• Partner closely with Commercial, Supply Chain, Manufacturing, Quality, Clinical, Software, Digital, and other teams to resolve issues and improve the post-sales experience.
• Establish and manage meaningful performance frameworks, including service levels, operational KPIs, and customer satisfaction measures.

Lead transformation and innovation

• Execute and adapt the global Customer Care strategy to meet regional business and customer needs.
• Lead the European implementation of global transformation initiatives and ensure successful adoption across teams and markets.
• Drive process simplification, standardization, automation, and continuous improvement.
• Accelerate the adoption of CRM capabilities, AI-enabled tools, digital platforms, analytics, and customer self-service solutions.

Build a high-performing organization

• Lead and develop a diverse, multi-market Customer Care organization.
• Create a culture of customer focus, accountability, collaboration, inclusion, and continuous improvement.
• Coach and develop team members, strengthen organizational capabilities, and build a strong pipeline of future talent.
• Promote consistent processes, tools, and ways of working across locations and hubs.

Influence across a global matrix

• Act as the primary connection between Global Customer Care and regional and local stakeholders.
• Represent European customer and business requirements within global leadership discussions.
• Partner with regional and global leaders to harmonize processes, share best practices, and improve performance.
• Build trusted relationships across functions, geographies, business units, and leadership levels.
• Ensure alignment with global governance, operating models, and service standards.

You bring:

• A Bachelor’s or master’s degree in business administration, Supply Chain, Technology, or a related field.
• At least 10 years of experience in Customer Care, Customer Experience, Order Management, or Service Operations.
• Significant leadership experience within a multinational, regional, or multi-market organization.
• A proven record of leading, developing, and scaling Customer Care or service operations.
• Demonstrated success delivering business transformation, digitalization, process improvement, and organizational change.
• A strong understanding of Customer Care technologies, including CRM platforms, automation, AI-enabled solutions, analytics, and self-service capabilities.
• Experience leading multi-site, hub-based, or shared-service organizations, ideally across several European markets.
• Fluency in English; any additional language would be an advantage.

Ready to make an impact?

This is an opportunity to shape a critical regional function, influence the global Customer Care agenda, and lead meaningful transformation in an organization where the customer is at the center of how we operate. If you are passionate about building high-performing teams, improving customer experiences, and transforming service operations at scale, we would be pleased to hear from you.