Global Customer Care Director

Global Customer Care Director

Ref: 238| Posted: 9th May 2024

Terumo Aortic is thrilled to announce an exciting newly created role within our organization for a Director of Global Customer Care. As a globally recognized leader in the medical device industry, Terumo Aortic is dedicated to providing innovative solutions that improve patient outcomes and quality of life. With a commitment to excellence and a global presence, we are seeking a dynamic individual to lead our Global Customer Care functions.

As the Director of Global Customer Care at Terumo Aortic, you will play a pivotal role in shaping our customer service strategy and ensuring the consistent fulfilment of the company's strategic goals. You will oversee and provide leadership to the Global Customer Care teams across both direct and indirect business channels, driving excellence in customer service delivery.


The main responsibilities of the role are;

  • Manage, direct, and lead Global Customer Care functions for both US and OUS regions, overseeing both direct and indirect business channels.
  • Develop, implement, and own Customer Care objectives, strategies, and business plans to achieve customer-centric multichannel objectives across products, support, and services.
  • Evaluate global product inventory and ensure optimal in-region and trans-regional product distribution and inventory movement to fulfil elective and urgent cases, reducing product obsolescence, and increasing sales plan realization.
  • Track and analyse changes across the customer care landscape and customer needs, software and hardware product trends, and create product value propositions to address evolving market trends.
  • Manage Goods Controllers to ensure routine product movement.
  • Coach, mentor, and develop managers, customer care, and final despatch associate teams globally, conducting performance management and fostering a culture of excellence.
  • Regularly meet with stakeholders (customers, distributors, partners) to assess confidence and satisfaction levels across the business.
  • Manage and control expenditure in the form of Customer Care P&L responsibility, ensuring the operation of the quality system within the company is maintained.
  • Negotiate global logistics, freight enterprises, and custom clearance partners.
  • Develop high-level relationships with regional VPs and OEM customers, driving operating profit and the delivery of OEM business.
  • Conduct strategic reviews with US and OUS Customer Care management.
  • Develop and implement methods to record, assess, and analyse customer feedback and satisfaction data.
  • Analyse and interpret data related to customer service effectiveness and support other departments with customer service and final despatch-related issues.
  • Develop and implement training and quality assurance programs for new hires and experienced employees, including programs for complaints handling and adverse event reporting.
  • Keep up to date with current practices in customer care, logistics, packaging, and despatch.

The successful candidate will possess;

  • Bachelor's degree in Business Studies, Consumer Studies, Management Studies, or a related field.
  • Minimum of 10 years of experience in customer care management, preferably in the medical device industry.
  • Proven track record of leadership and achievement in global customer care functions.
  • Strong negotiation skills and experience in managing P&L responsibilities.
  • Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
  • Strategic thinker with the ability to analyse data and drive continuous improvement.
  • Experience in developing and implementing training and quality assurance programs.