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CDI - Global Customer Service Performance Leader - F/M

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Location: Shanghai, China
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 Performance Leader to join the Global Customer Service - BPMG Solutions & Performance Monitoring team: an international team of about 10 colleagues who work on managing digital solutions for bioMérieux's Customer Service community and on performance monitoring.


Reporting to the Manager of the Solutions & Performance Monitoring department, you will be responsible for the performance management of bioMérieux's Customer Service teams, a network of 1600 employees in more than 40 subsidiaries. 


What will be your missions at bioMérieux ?       

Your main mission will be to set up and lead business reviews with local partners (regions and subsidiaries) to drive Customer Service performance. To do so, you will have to :

  • Define with the different Business Process Owner (BPO) the Key Performance Indicators (KPI) and support their implementation.
  • Set operational, tactical and strategic objectives for the different Customer Service processes and implement them locally.
  • Engage regional and local teams in the implementation of action plans, identify key levers and ensure their successful execution.
  • Ensure communication to promote successes, report performance to executive management and audit.

  • Federate a community of local champions capable of relaying the strategic vision of Customer Service operational excellence and carry the voice of the field.


Who are you?

  • You have at least a Master's degree or equivalent professional qualification in a relevant field: i.e. Engineering or Business School, MBA

  • At least 5-8 years of experience in activities related to operational excellence, Lean transformation, KPIs implementation, transformation project, community facilitation.

  • Experience in a regulated environment / in healthcare is a plus

  • Strong leadership and communication skills will be required to engage teams in the implementation of this performance management

  • Successful experience of achievements / projects in an international and multicultural environment

  • You speak and write English fluently

  • Good skills and abilities with digital tools (experience with Salesforce or Tableau is a plus)

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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