Senior Manager, Customer Service Digital Solutions

Responsibilities

• Lead the International digital customer experience strategy across EDI, DSOS, customer insights, and supporting satellite systems
• Oversee and optimise the satellite systems supporting Customer Services and external customers
• Own the International customer experience narrative by translating business requirements into customer expectations
• Lead the development, prioritisation, and delivery of the digital customer experience capability and technology roadmap
• Partner end to end with Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers
• Provide people, virtual team, and cross‑functional leadership
• Drive governance, adoption, enhancements, and user experience improvements

• Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field
• 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions
• Experience leading programmes, platforms, or teams focused on digital enablement or CX improvement
• Strong analytical skills with experience leveraging data and insights to drive decisions
• Experience with EDI, customer portals, or digital ordering platforms preferred
• Familiarity with CRM, ERP, or customer analytics tools
• Experience in a regulated industry such as medical devices, healthcare, or life sciences
• Excellent written, verbal, and presentation communication skills
• Ability to translate business needs into actionable digital solutions

Demonstrates expertise in leading digital customer experience strategies and optimizing customer service systems, with a strong focus on data‑driven decision‑making and cross‑functional collaboration. Proficient in translating business requirements into actionable digital solutions within regulated industries.