The Global Head of Customer Care (f/m/d) is a key leader responsible for orchestrating the strategy and execution of global customer care initiatives within ClearCorrect. This role demands a deep commitment to customer obsession, driving the development, testing, and scaling of global feedback processes to elevate customer experiences consistently; while also focusing on transforming digital customer interactions, enhancing post-sales experiences globally, and overseeing global customer care centers.

Customer Care Strategy and Execution:

• Develop and implement a global customer care strategy that aligns with business goals, focusing on creating a seamless and proactive customer experience.
• Establish centralized customer care centers in strategic locations to support global operations and ensure consistency and quality in customer interactions.
• Develop frameworks that simplify the feedback loop and make actionable insights accessible across the organization.
• Leverage advanced technologies, including AI and data analytics, to enhance the effectiveness of customer care initiatives and drive continuous improvement.

Operational Leadership And Team Management

• Lead a team of customer care professionals, setting clear objectives and KPIs, ensuring high performance and development across the team.
• Foster a culture of innovation and continuous improvement within the customer care teams, promoting best practices and process optimization.
• Passionate about building effective, empowered, and inspired teams, placing a strong emphasis on professional development and personal growth.

Stakeholder Engagement And Collaboration

• Collaborate with key internal stakeholders, such as digital growth, quality, marketing, and product teams, to align customer care strategies with broader business objectives.
• Use insights from customer data to drive decisions and personalize customer interactions, enhancing satisfaction and loyalty.

Innovation And Future Planning

• Stay ahead of industry trends and technological advancements to continuously refine and evolve the customer care strategy.
• Evaluate and implement new customer care models and technologies to enhance service delivery, customer retention, and operational efficiency.

About the ideal candidate

• Minimum 10-15 years’ proven experience in senior leadership roles within customer care, customer experience, business development and/or operations with a demonstrated track record of success, preferably in the medical devices or healthcare industry.
• Accomplished in successfully building shared services centers and self-service solutions for large international companies.
• Demonstrated track record of successfully transforming customer experience and turning customer care into business opportunity and profit center and implement centralized service centers.
• Strong understanding of how to leverage AI, self-service care platforms, and data analytics within a customer care context.
• Experience in leveraging customer data and insights to drive proactive customer care strategies.
• Experience in implementing new business models across business segments in the context of customer care.
• Proven track record of driving business impact and delivering results.
• Experience with medical devices industry and/or a track record of being willing and able to develop deep domain expertise quickly.

Your Skills

• Ability to effectively drive collaboration with a diverse set of stakeholders including customers, partners, and colleagues across departments and at all levels within the organization.
• Structured and process-driven individual with proven ability to execute and implement.
• Hands-on approach to strategy and implementation
• Excellent communication and presentation skills and ability to frame vision and strategy at different levels of granularity from business executive to solutions specialist.
• Strong situational leadership skills and ability to successfully build, lead and develop teams.
• Energetic, positive, and results-oriented business leader with enterprising thinking and strong resilience.
• Strong understanding of ERP and CRM systems and processes such as SAP, Salesforce etc.
• Fluency in English; Spanish and other languages considered an asset.

Personal Attributes & Cultural Fit

• A visionary leader with a passion for customer obsession and continuous innovation.
• High adaptability and enthusiasm for working in a dynamic, global environment.
• Embodies the values of disruptive thinking and relentless innovation as drivers of sustainable value creation.
• Deep commitment to people, passionately believing in the importance of building empowered and inspired teams, fostering an inclusive and collaborative workplace.