Customer Experience Center Lead

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Key Responsibilities:

Customer Engagement & Experience

• Develop and implement strategic customer education programs that align with organizational goals and meet customer needs.
• Spearhead customer events, seminars, and conferences, work closely with cross-functional teams to showcase Thermo Fisher's leading technologies and solutions.
• Lead informational guided laboratory tours showcasing brand new scientific advancements, encouraging customer trust and positioning Thermo Fisher as an innovation leader.

• Establish and pursue strategic operational objectives for the Customer Experience Centre, aligning with company goals and ensuring continuous improvement in performance and customer happiness.
• Develop and coordinate key performance metrics, delivering monthly and annual operational reports that influence decision-making at the executive level.
• Lead efforts to improve operational efficiency by implementing standard methodologies that improve the facility's performance while maintaining peak operational standards.

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• Champion the "One Thermo Fisher Scientific" approach by working closely with internal divisions to find opportunities for collaboration, sharing insights, and aligning customer strategies with broader company objectives.
• Encourage strong bonds between departments to promote customer dedication. This will ensure smooth delivery of solutions and experiences, leading to the generation of sales leads and long-term business growth.

• Oversee the end-to-end management of facility operations, ensuring compliance with safety regulations, industry standards
• Ensure a safe, state-of-the-art environment that promotes operational excellence and provides customers and staff with the tools and resources they need to succeed

• Provide strategic leadership to a successful team of trainers, developing their capabilities and aligning their efforts with the broader organizational vision.
• Establish a culture of continuous improvement, focusing on team development, innovation, and the delivery of outstanding customer experiences.
• Set clear goals and performance metrics for the team, ensuring alignment with Thermo Fisher's long-term growth objectives and fostering an environment that encourages collaboration and strategic problem-solving.
• Drive initiatives that improve team efficiency, with a strong focus on talent development, succession planning, and leadership growth within the team.