Job Description
Key Responsibilities:
Customer Engagement & Experience
- Develop and implement strategic customer education programs that align with organizational goals and meet customer needs.
- Spearhead customer events, seminars, and conferences, work closely with cross-functional teams to showcase Thermo Fisher's leading technologies and solutions.
- Lead informational guided laboratory tours showcasing brand new scientific advancements, encouraging customer trust and positioning Thermo Fisher as an innovation leader.
Operational Management
- Establish and pursue strategic operational objectives for the Customer Experience Centre, aligning with company goals and ensuring continuous improvement in performance and customer happiness.
- Develop and coordinate key performance metrics, delivering monthly and annual operational reports that influence decision-making at the executive level.
- Lead efforts to improve operational efficiency by implementing standard methodologies that improve the facility's performance while maintaining peak operational standards.
Collaboration & Alignment
- Champion the One Thermo Fisher Scientific approach by working closely with internal divisions to find opportunities for collaboration, sharing insights, and aligning customer strategies with broader company objectives.
- Encourage strong bonds between departments to promote customer dedication. This will ensure smooth delivery of solutions and experiences, leading to the generation of sales leads and long-term business growth.
Facility & Safety Management
- Oversee the end-to-end management of facility operations, ensuring compliance with safety regulations, industry standards
- Ensure a safe, state-of-the-art environment that promotes operational excellence and provides customers and staff with the tools and resources they need to succeed
Team Leadership
- Provide strategic leadership to a successful team of trainers, developing their capabilities and aligning their efforts with the broader organizational vision.
- Establish a culture of continuous improvement, focusing on team development, innovation, and the delivery of outstanding customer experiences.
- Set clear goals and performance metrics for the team, ensuring alignment with Thermo Fisher's long-term growth objectives and fostering an environment that encourages collaboration and strategic problem-solving.
- Drive initiatives that improve team efficiency, with a strong focus on talent development, succession planning, and leadership growth within the team.
