Customer Experience Team Leader Germany

JOIN US AND MAKE A DIFFERENCE

Do you want a career that impacts millions of people for the good? At Mölnlycke, you’ll be helping to equip medical professionals with solutions to improve outcomes for patients. And you’ll develop your career in a growing organisation with an inspirational culture – where you’ll be recognised for the results you’ve achieved.

 

Our Customer Experience team is looking for YOU, as experienced Customer Experience Team Leader (m/f/d), to support our business customers in Germany. As a member of our DACH Customer Experience team, you will lead the Customer Experience Team Germany to deliver a seamless customer experience, adding business value through an integrated best-in-class service to align with customer centricity orientation.

 

Location: Düsseldorf (Hybrid)

Regional responsibility: Germany

 

 

What you’ll do

• Coordinate, lead and deliver activities related to Customer Experience Strategy in Germany
• Support, guide and coach the German Customer Experience Team in their daily operations to ensure top quality and performance
• Drive automation / touchless orders
• Create a continuous improvement culture  
• Define, implement and follow up on Customer Experience KPI’s and customer interaction data to monitor and improve efficiency and customer satisfaction 
• Standardize best in class procedures in Customer Experience to deliver excellence
• Define your team’s development plan, secure necessary resources and competence to reach the Customer Experience commitments 
• Develop a network to continuously be on top of the various processes within Mölnlycke 
• Represent GCX in the cluster and local market leadership team or commercial forum 
• Support the team in daily operations as needed  

We’ll give you the challenges, skills and support to advance your career.

 

 

What you’ll need

• Preferably a Bachelor's degree and/or equivalent experience
• Leadership experience in customer service in an international company
• Knowledge and understanding of product and supply chain routes  
• End-to-End Customer Understanding
• Ability to understand customer needs and translate into sales opportunities 
• Experience with in-house sales welcome as well as outbound call campaigns
• Experience in process improvement methodologies is an asset (i.e. Lean Six Sigma) 
• Strong communication skills, open-minded and a team player
• Networking skills and stakeholder management
• Team development and talent management 
• Computer skills: Microsoft Office / SAP
• Preferably EDI knowledge (HBS, GHX, Pagero, Esker)
• Preferably knowledge of CRM System for Customer Experience
• Business fluent in German and English, desirable level C1

 

 

What you’ll get

• You will be part of a dynamic team with a global company
• Ever-changing work environment where you will get space for your ideas and you are encouraged to take challenges and grow
• Careful and comprehensive induction
• Open, friendly and fair working atmosphere
• Attractive career prospects
• Mobile IT equipment and annual bonus in addition to your monthly salary of course
• The opportunity to help make patients’ life better

 

 

Our approach to diversity and inclusion

At Molnlycke diversity is not just a vision, but our strength. We are dedicated to fostering an inclusive workplace that values and celebrates the power of diversity. At the heart of our commitment is the belief that diversity fuels innovation, creativity and problem-solving. We invite you to be a part of a team where authenticity is embraced, and every employee, regardless of background or any other traits, experiences a true sense of belonging. Your attitude, drive, enthusiasm, and eagerness to learn are as important to us as the requirements for the role. 

 

If you feel excited about having an impact, then we want to hear from you!

Please send your application via our career site or reach out to Imke Kahlenberg to discuss this opportunity further.

 

About Mölnlycke ®

Mölnlycke is a world-leading medical products and solutions company that equips healthcare professionals to achieve the best patient, clinical and economic outcomes. 

Our business is organised in the four business areas Wound Care, Operation Room Solutions, Gloves and Antiseptics, where customer centricity, sustainability and digitalisation are at the heart of everything we do.

Mölnlycke employs around 8,400 people. The company headquarters are in Gothenburg, Sweden and we operate in more than 100 countries worldwide. Since 2007, the company has been part of Investor AB, an