Boston Scientific Customer Care Country Lead Iberia 

Spain, Community of Madrid 

245142498

Strategy:

• Designing and implementing the customer care strategy for EMEA.
• Establishing and communicating best practices, KPIs, and SLAs across the region.
• Conducting yearly maturity assessments to evaluate progress.
• Managing the annual budget and ensuring financial objectives are met.
• Promoting a culture of continuous improvement to enhance customer satisfaction.

Team Management:

• Leading and directing the pillar leadership team to maintain high customer satisfaction.
• Monitoring team performance and implementing corrective actions as needed.
• Overseeing recruitment, training, performance appraisal, salary management, and professional development.
• Coaching team members on disciplined pillar models.
• Participating as a member of the senior management team in CC EMEA.

Business Management – Internal:

• Collaborating with other pillar leads and CC Country Leads for a consistent internal customer experience.
• Building strong relationships with Country Leadership Teams across EMEA.
• Developing and maintaining pillar policies and procedures.
• Acting as the CC representative in company-wide projects and initiatives.

Business Management – External:

• Adapting team strategies to meet evolving customer needs.
• Staying informed on industry trends and their impact on local and regional sales activities.
• Building relationships with key accounts and presenting core strategies.
• Leading customer reviews and resolving complex customer issues.

Quality:

• Ensuring high commitment to quality in all customer and sales interactions.
• Facilitating document sharing and process identification for addressing complaints.
• Supporting and facilitating field corrective actions as needed.
• Ensuring compliance with standard operating procedures and regulatory commitments.

What Are We Looking for in You:

• Proven ability to guide, coach, and develop teams, fostering a collaborative and high-performing work environment.
• Communication:Excellent interpersonal and communication skills to influence and build relationships with internal and external stakeholders.
• Problem-Solving:Strong analytical and problem-solving abilities to address functional, technical, and operational challenges.
• Adaptability:Flexible and able to reprioritize objectives to meet changing business and operational needs.
• Customer Focus:Commitment to delivering exceptional customer service and enhancing customer satisfaction.
• Strategic Planning:Experience in designing and driving strategic initiatives, with a focus on continuous improvement.
• Budget Management:Proficiency in managing budgets and controlling expenses to meet financial objectives.
• Performance Monitoring:Ability to monitor team performance against service indicators and implement corrective actions.
• Industry Knowledge:In-depth understanding of industry trends and their impact on business operations.
• Compliance:Strong understanding of regulatory requirements and standard operating procedures to ensure quality and compliance.

What can we offer to you:

• Permanent working contract with attractive benefits, such as:
  • Private Health and Life Insurance.
  • Attractive Pension plan.
  • Ticket Restaurants.
  • Free snacks and coffee in the office.
  • Office gym.
• Work life balance.
• Hybrid working schedule.
• Working in an international environment.
• Inspirational colleagues & culture.

in our offices in Madrid, on a hybrid working schedule.