Head of Customer Service – posting under Randstad
We are recruiting for this role on behalf of our client Merck, a global science and technology company based in Wroclaw. This role operates on a hybrid work model, with an initial full-office onboarding period, followed by two days per week in the office.
Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you've got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people's lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Your Role:
In your role as Head of Customer Service, you will lead our regional efforts to turn every customer interaction into a competitive advantage. Managing a large-scale Life Science Customer Service organization through a team of Managers, you will take full ownership of the end-to-end journey from order placement to fulfillment. Your focus is on driving revenue growth and cost efficiency while championing digital innovation to elevate our service delivery.
You will develop your leadership team, manage regional budgets, and serve as the strategic link between our commercial goals and customer experience. By identifying industry trends and leading transformation projects, you will ensure our service strategy remains a key differentiator in the market. Reporting to senior commercial leadership, you will be the primary voice of Customer Service across the organization, acting as a strategic bridge between operational excellence and commercial growth. This role is based in our local office with occasional travel required to stay connected with the broader business.
Who you are:
- Bachelor’s degree in a business or science-related field.
- 10+ years of professional experience in Customer Service, Customer Success or a related operational leadership function.
- Proven track record of leading and developing large, high-performing leadership teams within a complex, multinational organization
- Deep expertise within the Life Science industry and its specific market dynamics.
- Strategic mindset with the ability to execute regional roadmaps and manage budgets. • Strong proficiency in data analysis, KPI reporting and performance management tools to drive commercial impact and satisfaction.
- Experience overseeing or sponsoring system implementation and digital transformation projects. • Excellent communication skills with experience managing complex stakeholder relationships. • Advanced degree (MBA) or Lean Six Sigma certification is preferred.
- Excellent command of English is essential, other European languages encouraged
YOUR MAIN BENEFITS
- Health and well-being: Get access to private medical care, life insurance, and sports card, receive prepaid lunch card
- Work-Life balance: Enjoy additional paid days off, flexible working hours.
- Learning and Development: Take advantage of co-financing for language courses, trainings, and certifications as well as other development opportunities
- Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection.
We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at their own pace.
Apply now and become part of a team dedicated to Sparking Discovery and Elevating Humanity!
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