Within the Research and Applications (R&A) Department, the Customer Solutions Center is a fully new team dedicated to organizing and coordinating R&A short and long-term efforts towards customers thus significantly impacting the improvement of the overall customer-centricity of the BU.

This new organization will allow to alleviate the impact of technical support for sales and customers on the innovation projects in R&A thanks to a structured and processed organization proposed and implemented by the Customer Solutions Center Director in collaboration with the other R&A functions.

The Customer Solutions Center Director is accountable for creating, implementing, leading, and coordinating the team and associated activities.

The role is reporting to the Research and Applications (R&A) Director.

The Customer Solutions Center Director is a permanent member of the Research & Applications Direction Committee and contribute to drive R&A within this committee.

The Customer Solutions Center Director and his/her team will have as main missions:

1. The implementation of scientific and technical information at the heart of the customer experience, covering most of the stages of the customer journey:

• Act as a key contributor in the structuration, improvement and implementation of tools dedicated to sales and customers such as CRM, PIM and DAM, in close collaboration with the Marketing Team and the Digital & Data Direction.
• Work in close collaboration with the local Technical Sales Support Managers in the Regions to continuously improve the technical documentation and provide an efficient global to local assistance (relevant and timely answers, BtoBtoC approach).
• In the Regions, starting with NORAM, allocate skilled resources to guarantee on-site assistance to the customers in close collaboration with the Global R&A teams and the local regional team. This collaboration will bring a better understanding of the local constraints to the Global R&A teams who will adapt projects and deliverables accordingly.

1. The improvement of the ROI of innovation thanks to the launch of new projects in collaboration with customers including Key Accounts:

• Identify, assess, and select opportunities of co-development projects in collaboration with the Marketing & Sales team.
• Execute or follow the execution of the selected projects until product launch, including customer feedback and subsequent product improvements if necessary.

1. The creation, implementation, and management of a dedicated team of in charge of the management of:

• the scientific and technical information from R&A to the customers and,
• the co-development projects with customers (dedicated project managers),
• potentially the coordination of local R&A resources in the regional hubs.

• Education: Master’s Degree / Engineer / phD in Life Science / Biotechnologies or Pharma Degree.
• Strong experience (at least 10 years) in managing innovative initiatives/projects and working transversally.
• People management skills: first successful experience in organizing and managing teams in a multi-cultural environment.
• Experienced in supporting business activities, dealing with customers.
• Versatility / ability to manage scientific information / data in different fields. 
• Organized and structured mindset.
• Strong deductive skills and ability to decide.
• Strong team player, cooperative, open-minded and flexible.
• Self-motivated and organized personally.
• Strong communication skills, written and verbal, in English. Italian would be a plus.
• Anticipate frequent travelling worldwide, to the different locations of the BU and to customers’ and partners sites.