Director, Customer Excellence Operations – Corporate Accounts

Job Description

The Director, Customer Excellence Operations will elevate commercial effectiveness and strengthen our customer engagements at our accounts by maximizing impact of our foundational tools, steering partnership innovation through market and insight analysis, and optimizing resource utilization through continual adaptation to evolving circumstances to ensure enduring success in a dynamic business landscape.  Reporting to our Sr. Director Sales Operations & Customer Excellence, this role demands a forward-thinking, customer centric mindset, and the capacity to implement strategies that nurture teamwork, ensuring active contributions from each team member for shared success.

Key Responsibilities:

Customer Experience Strategy:

• Elevate strategic engagement at key accounts through expansion of comprehensive customer experience operational strategy aligned with organizational goals.
• Implement initiatives to enhance customer satisfaction, loyalty, and retention.
• Lead customer specific projects to address key account needs that will strengthen our partnership and growth at the accounts and serve to mentor colleagues to strengthen team expertise. 
• Create playbooks with project specific guidance on standard processes and case study examples to enable flawless adoption across accounts, elevating impact of team’s standard work.
• Spearhead targeted account engagements to broaden team's influence and deepen comprehension of customer needs.  

Team leadership and development:

• Lead and inspire a high-performing customer excellence team.
• Provide guidance, mentorship, and professional development opportunities for team members.
• Enhance the customer excellence strategy to optimize the scale and impact of the team, focusing on maximized deployment of foundational tools and processes.
• Work efficiently in a matrix environment to build and develop successful, inclusive, and diligent work environments that nurture our 4i values.

Commercial Excellence Effectiveness & Training:

• Lead the development and implementation of commercial training programs for Corporate Accounts and Account Management Teams to elevate commercial effectiveness and efficiency.
• Create engaging training materials, including presentations, job aids, and case studies in partnership with program owners.
• Expand daily work strategies for commercial and segment leaders.
• Lead our training efforts with our external training partner (BTS), working alongside our HR manager and the PMO office to improve efficiency of our Account Management Teams, driving enhanced commercial excellence and improve overall customer experience!
• Applying our PPI business system, you will develop and drive commercial efficiency and customer impact by improving AMT management & strategic account planning, ensuring that our teams are engaged, delivering value, and positively impacting our customers.
• You will also be responsible for reporting activities and progress against key performance indicators to the Customer & Commercial Excellence leadership team.

How will you get here?

Education / Experience

• Bachelor’s degree in science or business
• 10+ years of experience in Customer Success Management, Strategic Consulting Sales, or other customer engaged functions in highly demanding and driven environments.
• Demonstrated experience developing and leading cross-functional teams (5+ years)
• Extensive project management experience and a record of success leading cross-functional teams focused on customer results.

Knowledge, Skills, Abilities

• Strong commercial orientation with a passion to understand, develop, improve, and streamline sales processes to drive customer success and create value for the customer.
• Robust project management skills with ability to prioritize and handle multiple parallel projects.
• Ability to interact effectively with diverse group including VPs, directors, managers, subject matter authorities, end-users.
• Self-starter who excels in a multi-cultural, team-based environment and thrives under ambiguity in a fast-paced environment.
• Highly proficient in Microsoft Office (Excel, Word, PowerPoint, Teams, and SharePoint)
• Excellent interpersonal, presentation, verbal and written communication skills
• Demonstrated role model leadership capability and business acumen.
• Travel up to 25% of the time.

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

EEO/reasonable accommodation:

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.