Senior Manager, Customer Service DACH & RoW

<p><b>Senior Manager, Customer Service DACH &amp; RoW</b></p><p>At Bavarian Nordic, we are committed to saving and improving lives by unlocking the power of the immune system. Our commercial product portfolio includes market-leading vaccines against smallpox, mpox, rabies, tick-borne encephalitis, typhoid fever, and cholera. We excel in R&amp;D innovation, manufacturing, and commercialization, striving to improve people's health and quality of life worldwide, protecting our tomorrow.</p><p></p><p><b>The role</b><br/>We are seeking a strategic and experienced Senior Manager of Customer Service to lead our DACH/Rest of World (RoW: including Denmark, Sweden, Finland, the UK, Spain, Italy, Portugal, France &amp; Benelux) Customer Service Organization with four direct reports, and also to manage and provide strategic and operational oversight of all customer service activities across both the DACH and Rest of World regions.  The Sr. Manager will be responsible for creating and implementing the regional Customer Service Strategy, creating customer service processes and operating models, and managing current customer service operations.  The Senior Manager will also be responsible for channel and inventory management with distributors &amp; wholesalers to ensure our products are accessible to all end customers.  The senior manager will collaborate with local and global functions to maximize customer satisfaction, retention, and growth, build strong client relationships, and identify new opportunities to deliver value.</p><p>You will report to the Senior Director, Head of SC DACH &amp; ROW, and can be located in Germany or Denmark.</p><p></p><p><b>Key responsibilities:</b></p><ul><li><p>Develop and implement the regional Customer Service strategy for DACH and Rest of World, including cross-functional processes and operational models</p></li><li><p>Oversee daily customer service operations, ensuring compliance with SLAs, managing the team, and acting as the main contact for complex or escalated issues</p></li><li><p>Manage relationships with end customers, wholesalers, distributors, patients, and 3PLs to ensure product availability and prevent stock-outs through inventory oversight and trend analysis</p></li><li><p>Improve Customer Experience &amp; Satisfaction by tracking KPIs, analyzing customer feedback and inquiry trends, and driving proactive issue resolution with commercial partners</p></li><li><p>Educate and align internal and external partners on new products, service requirements, and process changes while streamlining tools, communication, and materials</p></li><li><p>Train, mentor, and evaluate the team to maintain high performance, professional growth, and consistent delivery of excellent service</p></li></ul><p><br/><b>What you bring:</b></p><p>To become a success in this role, it is evident that you bring some leadership experience and Customer Service experience from key EU markets (DE/AT/CH/FR/BNL) and therefore full proficiency in German, both written and verbal, is highly preferred, besides English. You also bring experience in establishing customer service-related processes &amp; operating models. You will need the following:</p><ul><li><p>Strategic mindset to design and run regional customer service operations</p></li><li><p>Strong operational and organizational skills to manage daily tasks, teams, and partners</p></li><li><p>Clear, professional communication to handle complex issues and build relationships</p></li><li><p>Proficiency with tools like Dynamics 365 to track and analyze customer trends</p></li><li><p>Proactive problem-solving to maintain high customer satisfaction</p></li><li><p>Ability to work independently and thrive in a fast-paced, international setting</p></li><li><p>A Bachelor of Science Degree in Business Administration, Health Administration, Customer Service, Engineering, or a related field</p></li><li><p>Minimum of 7+ years in customer service management or customer support</p></li><li><p>Minimum of 3+ years of vaccine, pharmaceutical, or healthcare experience<br/> </p></li></ul><p><b>Why This Role</b><br/>This role is essential because it keeps customers — from physicians and hospitals to distributors and patients — supported through reliable service and smooth operations. It ensures products are available, issues are resolved quickly, and customer satisfaction keeps improving. You bring the strategic mindset to design effective processes, the leadership to guide and develop the team, and the collaboration skills to build strong relationships with partners and stakeholders. With your focus on performance, communication, and continuous improvement, you are the link that keeps service levels high and customers loyal.</p><p></p><p>You will be part of a collaborative, international supply chain team where your expertise and ideas will directly shape performance and strategy. If you thrive in a fast-paced, purpose-driven environment and are eager to drive impact across multiple