Head of Costumer Experience (m/f/d)

With over 15 years of experience in the classic pharmaceutical industry, biotechnology, chemistry and medical technology, we know the key contact persons who write out demanding tasks with potential. The high demand for personnel opens up exciting opportunities for dedicated professionals and managers to develop professionally and work on their own careers. As a specialized staff consultancy with an international network, we offer you decisive advantages - and this is completely free of charge for you. Register and benefit from interesting and matching positions and projects. About the company

Our customer is a healthcare company operating throughout Germany and supports clinics and other service partners with holistic solutions and services. The focus is on building long-term partnerships, high process quality and close cooperation at eye level. The company combines sales expertise with thorough understanding of clinical processes.

In this key role, you take over the overall responsibility for customer experience across multiple locations and actively shape the further development of central processes and structures General responsibility for the areas of customer service, case management, failings as well as adjacent functions along the end-to-end process Leadership and development of executives (multiple direct reports) and indirect responsibility for around 200 employees at different locations Ensuring efficient and stable processes from order intake (e.g. recipe management) to billing Analysis and continuous optimization of existing processes, structures and interfaces Control and implementation of change and transformation projects Introduction and further development of KPIs, reporting structures and quality standards Close cooperation with adjacent areas such as external service, supply chain and management Harmonisation and standardisation of processes across all locations Promoting a uniform customer experience concession in the company

Founded leadership experience in an operating customer experience, service or comparable environment Experience in managing complex organisations with multiple locations and leadership levels Industry knowledge in the healthcare or billing environment Very good knowledge of process optimization, end-to-end thinking and change management Experience in handling KPI-based control models and data-driven decisions Embossed Analytical and Strategic Skills Paired with a Hands-on-Mentality Communication strength, enforcing ability and a motivating leadership style Affinity for digital solutions and modern process automation readiness to travel within Germany

Responsive key position with large design space Dynamic environment with current transformation and growth projects Long-term perspective in a stable, future-oriented market Recognising corporate culture with focus on cooperation and development Content information

Attractive, performance-oriented remuneration