At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.
About the Role: Customer Service Manager South Europe
We are seeking a dynamic and experienced Customer Service Manager Vitrolife Group – South Europe to lead our Customer Service team in Valencia. This role will play a critical part in delivering exceptional end-to-end customer experience and support the implementation of digital tools and processes based on the global CS strategy. The Manager will be responsible for harmonizing processes, improving service quality and driving efficiencies
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*We follow a hybrid work model, which requires employees to come to the Valencia office on a regular basis.
Responsabilities
Leadership and strategy:
- Lead the Valencia based Customer service team, ensuring alignment with the global customer service strategy of defining and implementing One Customer Service team.
- Global CS leader in driving the transformation initiatives within the region and where needed tailoring them to the region’s unique operation and regulation challenges.
Customer Relationship Management
- Drive a customer-centric culture throughout the organization fostering a deep understanding of our key stakeholders, including patients, clinics and distributors ensuring their needs are met in a timely and in a customer centric manner.
- Establish and manage mechanisms for capturing and analyzing customer feedback, ensuring continuous improvements of products and services based on customer feedback.
Partnership With The Commercial Team
- Assure joint planning sessions to align customer service with sales and marketing initiatives.
- Collaborate on resolving systemic issues affecting both customer service and sales
- Ensure a seamless customer journey by coordinating touchpoints between customer service and sales.
Process Standardization and improvements
- Based on data analytics and trends, identify opportunities to streamline operations, eliminate inefficiencies and improve scalability of the CS team.
- Implement digital tools and platforms aligned with the global VLG digital strategy that enhance the customer experience and enable seamless customer interactions.
Change Management And Communication
- Drive cross-functional collaboration with the sales, marketing and operations teams to ensure customer service efforts are aligned with broader business goals.
- Play a key role in the successful roll out of new digital platforms and process improvements.
Collaboration And Team Building
- Recruit, mentor and lead a high performing CS team ensuring professional growth and maintaining a high level of engagement.
- Set clear performance goals, monitor KPI and drive accountability across the team to meet customer service objectives.
- Foster a culture of collaboration, continuous improvement and personal growth.
Performance Management
- Establish clear KPIs and metrics to measure the effectiveness of CS initiatives and track customer satisfaction.
- Conduct regular performance reviews and adjust strategies as needed ensuring accountability and high standards for performance across the CS organization.
What You Need To Succeed
Must-Have Skills & Experience:
- Bachelor’s degrees in business, healthcare administration or related field.
- +6 years of experience in customer service (at least 3 years in people leadership positions), ideally within the medical device, healthcare or life science industry.
- Experience with patient facing services.
- Proven track record of leading transformation initiatives, particularly in process improvements, digital transformation and change management.
- Proficiency in customer service platforms, CRM (knowledge of Salesforce preferred) systems and digital tools that enhance the customer journey.
- Minimum bilingual, English + Spanish.
- Preferably with experience of working in a multinational environment.
Competencies
- Strategic leadership: ability to lead regional initiatives while aligning with global strategies.
- Customer focus: Strong commitment to delivering exceptional customer experience.
- OpEx: Experience in optimizing and scaling Customer service operations.
- Analytical thinking: Ability to use data to make informed decisions.
- Change management: Proven skills in leading and managing change in complex organization.
- Team development: Ability to build, lead and inspire a high-performing team.
- Adaptability: The ability to thrive in a fast-paced, ever-changing environment.
Success factors
- Success development of an efficient and scalable CS organization.
- Achievement of high customer satisfaction scores (NPS).
- Effective collaboration with Global CS leadership and partnership with regional business leaders.
- Development of a high-performing CS team that meets operational KPIs and CS metrics.
- Successful transition customer experience and transactions to digital platforms.
What We Offer
- The opportunity to shape Vitrolife’s global Salesforce strategy and make a lasting impact.
- Knowledge of Salesforce DevOps tools (Gearset, Copado, etc.).
- Understanding of future ERP and LIMS integrations.
- Exposure to AI and automation capabilities in Salesforce (Einstein, Flow Orchestration, etc.).
- Opportunity to work in a leading global organization in healthcare and genetic services.
- Supportive and collaborative work environment.
- Medical insurance.
- Flexible compensation options.
- Discounts on our platform and gym memberships.
- Job stability in a growing and innovative company.
- The interview will be conducted in English
Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.
We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.
