Senior Manager Customer Experience / Customer Service EMEAP (m/f/d)

In this role you will lead the development and optimization of Abbott’s Customer Experience and Customer Service footprint for the EMEAP region, ensuring seamless service delivery for the FreeStyle Libre brand. You will collaborate with cross-functional teams, suppliers, and country stakeholders to drive global-standard service and measurable value. The position emphasizes international leadership, supplier governance, and leveraging new technologies to elevate the customer journey. This is an opportunity to shape a scalable service infrastructure within a high-growth healthcare environment.

• Strategically develop CX & Customer Service footprint and architecture
• Set up and manage programs with countries and 3rd party providers for best-in-class service
• Drive continuous changes to the customer experience journey with cross-functional cooperation
• Manage budget (forecasting, planning, invoice verification) and contracts
• Facilitate best-practice sharing and shape strategic priorities
• Partner to ensure run operations excellence of multi-language service center hubs (training and supplier quality)
• Collaborate with Procurement, Controlling, Quality, Privacy, Global CX and external BPO leadership
• Define requirements for IT, process changes or new CS solutions
• Create routines with partners to analyze data and implement changes
• Maintain strong relationships with internal teams and country CX teams

• 15+ years of experience in BPO consulting, customer service, customer experience, e-commerce, or supply chain in growth environments
• Proven strategic management and organizational skills with cross-functional alignment
• Expertise in supplier budget and contract management
• Experience in governance of large BPO networks and multi-site operations
• Track record in change management in international, high-growth settings
• Strong leadership with ability to scale teams in matrix environments
• Experience defining and optimizing omni-channel and digital customer journeys
• Fluent in English; German and other European languages are a plus
• Willingness to travel up to 40%
• Lean/Six Sigma or equivalent process improvement experience (advantage)

• Strong stakeholder management
• Collaborative and cross-cultural leadership
• Strategic mindset with business acumen
• Change management
• Program and project management
• Supplier and contract management