As a specialized company dedicated to eye health, Santen aspires to contribute to the realization of “Happiness with Vision” by providing valuable products and services to patients, consumers, and medical professionals around the organization.

Since its establishment in Japan in 1890, and guided by its CORE PRINCIPLE, “Tenki ni sanyo suru,” Santen has been committed to helping people maintain and improve their eye health, and is engaged in the global research and development, manufacturing, and sales and marketing of pharmaceutical products in the field of eye care, supporting the eye health of approximately 50 million people worldwide.

Our duty is to create future in which as many patients and consumers as possible can lead happy and fulfilling lives, we will continue to contribute to the realization of better eye care by providing solutions that eliminate bottlenecks in the diagnosis and treatment of eye diseases, thereby revolutionizing the treatment flow. Each of us is deeply committed to challenging ourselves, building an organization that brings together diverse internal talents and external expertise, and to doing our utmost to realize a society in which people everywhere can feel happy through vision-related experiences. Isn't it exactly the kind of environment you want to belong in?

Job’s mission

The Senior Manager Customer Operations (EMEA) is responsible to lead and optimize customer operations within the EMEA/Global region, ensuring high levels of customer satisfaction through effective management of outsourced customer service providers and a dedicated team of Customer Operations Coordinators. This role is pivotal in driving operational excellence, improving key performance indicators (KPIs), and fostering a customer-centric culture. This is an orchestrator role, focused on coordinating end-to-end outcomes across supply chain functions and processes, with a decision-making orientation on operational and trade-off decisions.

Key Responsibilities & Accountabilities

1. Customer Operations Management:
   • Oversee and manage customer operations within the EMEA/global region.
   • Coordinate with outsourced customer service providers to ensure high-quality service delivery.
   • Develop and implement strategies to enhance customer satisfaction and operational efficiency.
2. Team Leadership:
   • Lead, mentor, and develop a team of Customer Operations Specialists, Senior Specialists and Lead
   • Foster a collaborative and high-performance team environment.
   • Set performance goals and conduct regular performance reviews.
3. KPI Management:
   • Monitor and report on key performance indicators (KPIs) related to customer operations.
   • Ensure adherence to KPI targets and take corrective actions when necessary.
   • Apply the PDCA (Plan-Do-Check-Act) principle for continuous improvement.
4. Customer Satisfaction:
   • Maintain high levels of customer satisfaction through efficient and effective customer operations.
   • Address and resolve any customer-related issues promptly.
   • Collaborate with other departments to ensure seamless support for customers.
   • Ensure customers meet the necessary qualifications and standards for service eligibility. Re-qualify customers on yearly basis.
   • Managing and mitigating the impact of supply chain disruptions, such as delays or shortages, by expediting transportation of goods via the Fast Track Process when necessary.
5. Process Improvement:
   • Identify opportunities for process improvements within customer operations.
   • Lead initiatives to streamline processes and enhance operational efficiency.
   • Implement best practices and innovative solutions to improve customer service.
6. SOP and Work Instructions Management:
   • Develop, implement, and maintain Standard Operating Procedures (SOPs) and Work Instructions (WIs) for customer operations processes.
   • Ensure all SOPs and WIs are up-to-date, compliant with industry regulations, and effectively communicated to the team.
   • Conduct regular reviews and updates of SOPs and WIs to reflect changes in processes, regulations, and best practices.
7. Stakeholder Management:
   • Build and maintain strong relationships with key stakeholders, including customers, outsourced service providers, and internal teams.
   • Communicate effectively with stakeholders to ensure alignment and collaboration.
   • Build strong collaboration with the responsible person of Santen SA Netherlands branch.
8. Audit Management:
   • Prepare for and participate in internal and external audits to ensure compliance with industry standards and regulations.
   • Implement corrective actions based on audit findings to continuously improve operations.

• Minimum 5 years of EMEA/global experience in customer operations as a people leader within pharmaceutical or other highly regulated industry.
• Strong knowledge of SAP.
• Strong communication and stakeholders management skills.
• Proven experience in managing medium/large size teams (incl. recruitment/ sick leave management/ review cycles/ career conversations and not limited to).
• Strong knowledge of customer service best practices and operational excellence.
• Professional English language spoken and written, fluency in one more European language will be considered as an advantage (German, Spanish, Italian, French).
• Customer Focus and problem-solving attitude.
• Bachelor’s degree in business administration, Operations Management, or a related field.
• Experience in EMEA/ Global Export will be considered as an advantage.
• Professional certifications in customer service, APICS and/ or Lean Six Sigma will be considered as an advantage.

Deadline
Please apply before 8th June 2025.
To submit your application, please upload English version of CV (click on Apply and follow the instructions).