Head, Customer Experience Center

Work Schedule

Environmental Conditions

Job Description

The Head, Customer Experience Center is accountable for identifying new markets and customer segments by using on the Thermo Fisher Scientific Customer Experience Center to showcase our total offering and work flows.

In addition, the Lead is also responsible for the performance and maintenance of the Center and ensure that the Center is functioning to support wet and dry lab training and demonstration. You will be the point-of-contact which handles CEC enquiries for laboratory related activities. Internally, you will partner with cross-functional teams including Commercial, Marketing, R&D, Operations, Legal, Quality and Regulatory to implement planned programmes.

Roles and Responsibilities:

• Develop business strategies to find opportunities for upsell/cross-sell based on upstream and downstream work flow to support the SEATW business.

• Drive business opportunities for lab space & equipment rentals.

• Collaborate with lab owners to co-develop programs and content for CEC online education center, develop training programs on the use of Thermo Fisher products and solutions.

• Lead and implement programs and events jointly developed by the Commercial; Marketing leaders and respective business units.

• Develop quarterly customer outreach programs to acquire new customers, engage with existing customers and meet customer needs and requirements.

• Coordinate all end-to-end processes to ensure successful hosting and delivery of planned activities.

• Responsible for overall CEC facility/lab safety management and awareness campaigns. Work with key personnels to ensure compliance and adoption of processes.

• Lead CEC lab asset management, equipment validation and servicing, and related Quality Management System (QMS)

Conduct periodic review of laboratory protocols; perform critical risk assessment; update, develop clear process and governance to maintain good laboratory standard operating procedures (SOP), including documentation processes, and collaboration with key personnels.

• Prepare and participate in site audits; maintain all relevant laboratory certifications, review audited feedbacks and develop corrective measures with relevant key personnels

• Ensure the CEC facility is operated in accordance to the annual operating budget

• Provide regular report out for CEC business targets and results

• Support communication cadence with CEC steering committee and key personnels

• Drives continuous improvement to ensure CEC is relevant to current and future customer needs

Education

At least a degree in any science / engineering field or equivalent

Experience

8+ years relevant experience in market development; laboratories involving analytical testings and/or research and development.

Knowledge, Skills, Abilities

• Extensive work experience in Customer Experience/Excellence Center or equivalent is preferred.

• Understands customer needs, especially in the analytical testing arena

• Self-motivated, team-oriented, collaborative and skilled in working in a matrixed and cross functional environment

• Good interpersonal skills (oral and written)