Director, Customer Services EMEA (m/f/d)

Today Lonza is a global leader in life sciences. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

Lonza’s Capsules & Health Ingredients business is the trusted partner for innovative products, including capsules and health ingredients, customization services and end-to-end dosage form solutions for pharmaceutical and nutraceutical companies.

Colmar, France | Lonza is currently looking for an inspirational and agile Director Customer Services EMEA (Pharma & Nutrition) to join and lead our EMEA team.

This role could potentially be based in other locations in Europe.

Key responsibilities:

• Achieve customer service objectives by providing appropriate support, coaching and performance feedback to the members of the EMEA Account Solutions Excellence team. Sets and communicates clear targets for the team and ensures that company’s objectives are well understood

• Analyze processes, initiates and coordinates projects to improve the Account Solutions Excellence team’s operations, increasing the efficiency and removing non value added activities.

• Establish and maintains a strong positive relationship with all internal departments to guarantee optimal support to the team in order to reach the targets, to improve the customer experience and to increase Customer Satisfaction.

• Actively participates in cross-departmental and cross-regional projects as a subject matter expert driving innovation, best practices.

• Support the sales organization with data, analyzing the data and providing the input required.

• Owns the procedures of the department and keeps them updated.

Key requirements:

• Master's degree with several years of experience leading Customer Service Organisation

• English fluent, French and/or Dutch a solid advantage

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.