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CDI - Global Customer Service Solutions & Performance Monitoring Manager - F/M

Location: Marcy l'Etoile, France
Position Type: Unfixed Term
Job Function: Customer Service

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

 

 

 

We are looking for our new Global Customer Service Solutions & Performance Monitoring Manager to join the Global Customer Service – Business Process Management & Governance team: an international team of around twenty employees working to harmonize business policy, practices & processes and managing the performance of bioMérieux Customer Service.

 

Under the responsibility of the "Business Process Management & Governance" department director, you lead a team of 3 people (reinforced by external consultants) organized around 3 centers of excellence:

  • Development of digital solutions for the Customer Service community

  • Management of key data and construction of indicators/dashboards

  • Management of "Service" performance in interface with global and regional teams

 

What will be your missions at bioMérieux?

  • Develop "customer service" digital solutions (Salesforce, customer portal, etc.), from global strategy to proper operational use by being the interface between the Business Process Owners (Customer Service, Finance, Supply chain, Sales & Marketing, …), field teams and IS departments.

  • Manage the development program (steering committees, core teams, project teams) in synchronization with other bioMérieux strategic initiatives and global partner functions (IS, Supply Chain, Finance, Sales & Marketing, etc.).

  • Animate the network of Key Users to ensure good end use (about 1600 end users), business-oriented support and effective reporting of improvement / development needs.

  • Monitor the performance of Customer Service, through dashboards, indicators and reports aimed at strengthening operational efficiency, continuously improving business processes and ultimately developing customer satisfaction.

  • Proactively support the strategic initiative in progress (Customer Service transformation), in particular by contributing to the structuring of the BPMG organization and its medium-term strategy.

  • Lead and develop the team (collaborators and consultants), manage the budget of the IS department and BPMG.

 

Who are you ?

  • You have at least a master's degree or equivalent professional qualification in a relevant field (i.e. Engineering, IT, MBA)

  • At least 8 years of experience in activities related to the development of "user" solutions, performance measurement, change management and management of its action plan.

  • Successful experience in management (direct or transverse) and achievements / projects in an international and multicultural environment.

  • Rigorous and demonstrating a strong capacity for analysis and synthesis as well as good communication.

  • Leadership and ability to take initiatives.

  • High level of autonomy, adaptability and flexibility, ability to facilitate meetings and decision-making, "results" orientated, ability to translate objectives into action plans.

  • Good skills and abilities with digital business tools and "Business Intelligence" (experience with Salesforce, Tableau or SAP is a plus).

  • You speak and write English fluently.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

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