Develop and implement strategic customer education programs that align with organizational goals and meet customer needs.
Spearhead customer events, seminars, and conferences, work closely with cross-functional teams to showcase Thermo Fisher’s leading technologies and solutions.
Lead informational guided laboratory tours showcasing brand new scientific advancements, encouraging customer trust and positioning Thermo Fisher as an innovation leader.
Operational Management
Establish and pursue strategic operational objectives for the Customer Experience Centre, aligning with company goals and ensuring continuous improvement in performance and customer happiness.
Develop and coordinate key performance metrics, delivering monthly and annual operational reports that influence decision-making at the executive level.
Lead efforts to improve operational efficiency by implementing standard methodologies that improve the facility's performance while maintaining peak operational standards.
Collaboration & Alignment
Champion the “One Thermo Fisher Scientific” approach by working closely with internal divisions to find opportunities for collaboration, sharing insights, and aligning customer strategies with broader company objectives.
Encourage strong bonds between departments to promote customer dedication. This will ensure smooth delivery of solutions and experiences, leading to the generation of sales leads and long-term business growth.
Facility & Safety Management
Oversee the end-to-end management of facility operations, ensuring compliance with safety regulations, industry standards
Ensure a safe, state-of-the-art environment that promotes operational excellence and provides customers and staff with the tools and resources they need to succeed
Team Leadership
Provide strategic leadership to a successful team of trainers, developing their capabilities and aligning their efforts with the broader organizational vision.
Establish a culture of continuous improvement, focusing on team development, innovation, and the delivery of outstanding customer experiences.
Set clear goals and performance metrics for the team, ensuring alignment with Thermo Fisher’s long-term growth objectives and fostering an environment that encourages collaboration and strategic problem-solving.
Drive initiatives that improve team efficiency, with a strong focus on talent development, succession planning, and leadership growth within the team.
