Description
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Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
Leeds, West Yorkshire, United KingdomJob Description:
Key Responsibilities
We are seeking a dynamic Lead to oversee and optimise customer support operations for DePuy Synthes UK. This pivotal role goes beyond traditional service delivery, the ability to translate customer and business needs into actionable service strategies, and a commitment to building strong collaborative partnerships with both internal teams and external customers. The ideal candidate will ensure exceptional service as we establish DePuy Synthes as a standalone orthopaedics company.
Key Areas of Responsibility
Commercial Awareness & Customer Partnership:
- Develop a thorough understanding of the DePuy Synthes commercial model, product portfolio, and go-to-market strategy to ensure customer service operations are aligned to and actively support commercial objectives.
- Build and maintain strong relationships with external customers — including NHS Trusts and private hospitals — to understand their evolving needs, challenges, and expectations.
- Act as the voice of the customer within E2E Supply Chain, feeding commercial insights and customer feedback into planning, distribution, and leadership discussions.
- Partner closely with the Commercial to ensure seamless end-to-end customer experience from order placement through to delivery and aftercare.
- Proactively identify opportunities to enhance customer value, improve service propositions, and differentiate DePuy Synthes through best-in-class service.
Team Leadership & Performance Management:
- Lead, motivate, and develop customer service teams to achieve outstanding performance.
- Set clear goals, track KPIs, and implement performance improvement initiatives.
- Foster a high-performance culture centred on customer satisfaction, commercial awareness, and continuous improvement.
- Day-to-day management and leadership of Team Leaders and Customer Service Representatives across the Leeds site.
- Embed a mindset where every team member understands the commercial impact of their role and how their work directly contributes to customer retention and revenue growth.
Cross-Functional Collaboration:
- Establish and maintain regular forums with internal stakeholders to review service performance, share customer insights, and align on priorities.
- Engage with EMEA and Global teams to share best practice, align on regional process improvement initiatives, and represent UK customer needs.
- Ensure that any SOX requirements are met.
Automation & Self-Service Optimisation:
- Identify opportunities to utilise automation to enhance service delivery in line with regional and global strategy.
- Drive the adoption and integration of self-service tools, empowering customers to resolve issues independently while maintaining the human touch for complex interactions.
- Collaborate with IT and internal digital partners to ensure seamless implementation and ongoing improvements.
Process Streamlining & Consolidation:
- Manage and optimise customer support operations to maximise efficiency.
- Standardise procedures and workflows, reducing redundant activities and enhancing consistency.
- Use data and insights — including commercial metrics such as OTIF, backorder rates, and customer satisfaction scores — to continually optimise service processes across the end-to-end supply chain.
Financial Management & Forecasting:
- Manage the departmental budget, ensuring optimal resource allocation.
- Produce accurate forecasts to support planning and decision-making.
- Track and report on cost savings initiatives, identifying opportunities for continual financial improvement.
- Understand the financial impact of service decisions on the broader commercial P&L.
Separation Readiness & Operational Continuity:
- Support the transition of customer service operations to the standalone DePuy Synthes operating model.
- Ensure workforce readiness, knowledge documentation, and process continuity through the separation period.
- Champion the development of DePuy Synthes-specific SOPs, system access, and customer relationship management processes.
Required Skills:
Preferred Skills:
Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management