CooperSurgical Fertility Solutions is the global leader in IVF and reproductive genetics, providing innovative products, services, and training for every step in the ART journey.
Healthy women, babies, and famili
es
At CooperSurgical we are currently looking to recruit a Director Customer Experience - APAC. You will have the oversight and management of CooperSurgical Customer experience teams in Japan, China, India, and Australia, with a team of approximate 28 full time employees. You will report directly to the Senior Director of Customer Experience and the candidate should ideally be located in one of the following regions: Japan, Australia or In
dia.
Po
sition
In the role as Director Customer Experience, you will be responsible for building and implementing a cross-regional team collaboration including implementation of the global customer experience strategy with local anchorage and strengths. The global Customer Experience Footprint is being developed and will include a new view on Customer Service and Support to the business to secure and maintain high Customer Satisfaction. As Director in the region, you will be responsible for driving the activities which will secure successful deployment. You will set the direction for the future level of Customer experience which includes streamlining, harmonizing and standardizing processes and procedures in the
region.
While fostering team spirit and cross-regional practice sharing, you will also be preparing the regional teams in getting ready for the deployment of the new ERP system (Dynamics365). Deployment is scheduled for APAC region in 2
026-2027.
You will work closely with EMEA to leverage the global alignment and skillset. You will manage CooperSurgical Customer Experience staff in various locations in the region, through a collaborative leadership style and open-door environment. As a regional role you will be expected to travel to meet business needs. You use your analytical mindset, proactive behaviour, and systematic approach to create value adding direction and support to grow the business and develop and train staff. You thrive in a dynamic work environment, and it is not the first time you are leading and developing a customer experience organization. You will work closely together with your teammates and stakeholders across continents. Building the presence and growth for customer experience in the APAC region will be a key de
liverable.You are an experienced and excellent communicator with strong verbal and written communication skills. You can tailor your messages to different stakeholders, possess active listening skills, empathy, professionalism, and have the ability to build and maintain positive relationships, across the organization. It is important to be able to effectively convey information, address concerns, and collaborate with others to achieve com
mon goals.
The position is new established, and can and will develo
p over time.
Your key re
- sponsibilities
- Implement Global strategic direction with lo
- cal regional touchDrive local activities to support the deployment of Global Customer E
- xperience StrategyCus
- tomer satisfactionAlign and prepare
- for ESRP readinessLeadersh
- ip and performanceConsolidate and h
- armonize processesFoster and develop a strong team spirit and cross-cou
- ntry collaborationDevelop the regional teams
- to the next levelSecure and maintain strong relations to the Commercial organization that will support the ongoing gr
owth in the region
- Your Qualifications
- Relevant degree at master level. Eg. Customer Relationship Management, Service management, Business Adm
- inistration, or related.+ 7 years of experience from a similar role, p
- referable medical deviceAbility to manage multiple, remote, and virtual teams consisting of employees with direct reports and direct reports and to work i
- n a matrix organization.Collaborative team player accustomed to working in a multicultural environment emphasizin
- g customer satisfaction.Leader capable of creating a collaborative relationship between Commercial, Operations and other business functions leading to
- continuous improvement.Strong interpersonal skills requiring the ability to resolve conflicts in various l
- evel of an organisation.Strong problem solving, team building and
- decision-making skills.Outstanding communication skills, and the ability to interact professionally with a diverse group of executives, managers, and
- subject matter experts.A
- resourceful team playerFluent English (spoken an
d written) is mandatory.
Why join CooperSurgical?
We can offer a challenging position within a dynamic, globally leading, high growth company. You will work together with competent colleagues in a positive environment, that welcomes people of all views and backgrounds and provides count
less ways t
o grow and
develop.
Interested?Apply here.
To ensure we continue improving the quality of treatments for women and families, we offer roles that challenge individuals, helping them grow. To make this happen we provide high-quality training, and through collaborative project work and peer support, we believe our work environment helps to nurture t
alent enabling everyone to excel.
