Director Global Customer Excellence, BCD

R-01180814

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

Responsible for the oversight of the Biologicals and Chemicals Division (BCD) Customer Excellence (CE) team supporting quoting, pricing, order entry, and order management, as well as project execution and continuous improvement initiatives, within the CE team for the BioProduction Group across multiple site locations and regions. This role will lead the strategic transformation of multiple customer-facing workflows while advising the team to facilitate adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process. Work to optimize and harmonize global BCD processes and systems to lead the business effectively and improve productivity and customer service levels. Serve as accountable individual representing the CE organization on the extended BCD leadership team to drive critical initiatives in alignment with business objectives. Build strong client relationships and create customer loyalty through well-managed experiences with CE team members and processes. Direct daily, weekly, monthly, and quarterly reporting including, but not limited to, pipeline reporting, open order reporting, forecasting and order entry metrics.

What you will do:

Leading and Developing Teams

• Directs global cross-functional management of orders and inquiries
• Leads by example and sets standards for professional behavior
• Removes barriers to execution and enhances productivity, removing obstacles, and motivating team members
• Ensures the CE team provides timely delivery of BCD products and quotes for all customers
• Promotes professional development and forms the team’s capability
• Leads performance and adherence to standard global process while evaluating opportunities to improve
• Creates an inspiring team environment with an open communication culture
• Empowers employees to drive continuous improvement projects
• Supports training initiatives, ensuring that a learning mentality and behaviors are embedded within the team culture

Delivering Strategic Analytical Support

• Develops strategies to optimize order to delivery customer experience
• Establishes team infrastructure to effectively run workload while staying ahead of the growth curve
• Defines clear global metrics for success, measures performance against those metrics, and reports out with root cause and corrective actions
• Evaluates Customer Allegiance Score (CAS) analytics and implements customer experience improvements based on feedback
• Partners with Finance and General Managers to meet financial targets through successful execution of standard order processes
• Directs global analytical support and analysis for reporting metrics around service responsiveness, performance and communication levels.
• Establishes daily tier review mechanisms at the site level and global level
• Improves visual management techniques to lead performance proactively through leading indicators

Driving the Superior Customer Experience

• Introduces new and innovative ways to improve the customer experience and win new business
• Drives client satisfaction and improve internal processes and systems to increase efficiency without jeopardizing service levels
• Supports proposed pricing models based on margins, growth projections, and cross product line sales and service
• Participates in regular status update meetings within the BPG Commercial Organization and BCD leadership
• Aligns with regional CE leaders to support regional specific initiatives and address relevant challenges impacting customer experience.
• Works across the adjacent Thermo Fisher business units / divisions with Customer Excellence counterparts to identify and drive harmonization efforts and establish standard processes

How you will get here:

Education:

• Bachelors degree required

Experience/Knowledge, Skills, Abilities:

• 10+ years’ experience with customer experience management
• Experience with CRM systems and an understanding of how they relate to the Sales-Inventory-Operations-Planning (SIOP) process
• MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word
• Experience with SAP, Oracle or other ERP system(s)
• Passion to drive customer success and focus on bringing value for the customer
• Demonstrated experience leading global teams, large-scale organizational changes, and developing and leading cross-functional teams
• Leadership of successful integration and harmonization of business processes
• Ability to travel up to 50%
• Excellent analytical, interpersonal, and communication skills
• Must have experience in customer relations and in problem solving customer issues
• Ability to operate within a matrix structure across multiple businesses and functions, prior experience working in large corporate environment, or a diversified, complex organization is required
• Demonstrated role model leadership capability and intuition for business

Preferred Qualifications:

• Experience with Salesforce.com CRM system
• MBA or Masters Degree
• Project Management or Six Sigma (or a similar continuous improvement methodology) experience/certification

Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.