Director Sales Operations and Customer Care EMEA (d/f/m)
Leica Microsystems · Lyon, Auvergne-Rhône-Alpes, France
- Hybrid
- Full-time
- $150,000 / year
- Lyon, Auvergne-Rhône-Alpes, France
Job highlights
- Lead and transform EMEA sales operations and customer care.
- Drive commercial operational excellence across the region.
- Manage teams and optimize Order-to-Cash performance.
- Implement digitalization and automation strategies.
- Build and inspire a high-performing team.
About the role
About Leica Microsystems
Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Leica Microsystems, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.
Shape the Future with Us! At Leica Microsystems, we have been shaping the future for over 175 years with groundbreaking optical and digital solutions. With a culture rooted in customer focus, innovation, and teamwork, we lead the market in microscopy, imaging, and analysis, unveiling the invisible and empowering our customers to build a better, healthier world. Joining Leica Microsystems means contributing to scientific discoveries and supporting surgeons in making critical decisions. Our advanced microscopes and AI-based image analysis solutions enable users to gain profound insights into development and engineering challenges. Here, you will work on meaningful projects alongside passionate colleagues, driving progress and pushing the boundaries of what’s possible. Learn about the Danaher Business System which makes everything possible.
Job Overview
The Director Sales Operations & Customer Care EMEA is responsible for leading and transforming the Customer Care, Order Management and Sales Operations organizations across the region, with the mission to deliver differentiated customer experience and drive commercial operational excellence. The team is composed of approximately 50 employees (associates) located across major EMEA markets (Germany, France, Italy, UK). This role designs the processes, governance and operating mechanisms that enable reliable forecasting, optimized backlog conversion and scalable Order‑to‑Cash performance. This position reports directly to the VP/GM EMEA and is part of the EMEA Commercial Leadership Team. The role is based in France, the UK or Germany, with a remote work mode.
Key Responsibilities
- Lead and transform the EMEA Customer Care, Order Management and Sales Operations teams, ensuring operational excellence while driving modernization, automation and process standardization.
- Build a best‑in‑class customer‑centric operating model, ensuring excellence in call handling, order processing, backlog and tender management, and invoicing.
- Own and elevate the EMEA forecasting process (weekly and monthly), increasing funnel discipline, forecast accuracy and revenue predictability in close partnership with the EMEA Finance Director and VP EMEA.
- Lead the PSI (Product–Sales–Inventory) process, enabling strong operational alignment between factories, Business Units and Sales teams to optimize availability, planning and execution.
- Drive Order‑to‑Cash performance through the deployment of Daily Management, Standard Work, root‑cause problem solving and continuous improvement methodologies.
- Champion cross‑functional operational excellence initiatives, accelerating digitalization, automation, lean workflows and end‑to‑end process redesign.
- Build and inspire an inclusive, high‑performing organization, ensuring strong integrity, transparency and compliance through effective talent development, succession planning and performance management.
Essential Requirements
- Significant experience leading Customer Care, Order Management and/or Sales Operations in an international commercial environment.
- Demonstrated track record in operational transformation, including digitalization, automation, lean methodologies and standardized workflow implementation.
- Experience with the Danaher Business System (DBS) or with continuous improvement methodologies (Lean, Fundamentals, Growth tools).
- Proven ability to lead multi‑country teams within a matrixed, global organization.
- Hands‑on experience implementing or scaling digital tools, workflow platforms, RPA or automation in commercial operations.
- Experience managing organizations of 25+ employees, including people managers across different countries.
Travel Requirements
Ability to travel 30% across EMEA
Preferred Qualifications
- Dual experience spanning both Commercial and Sales Operations roles.
- Understanding of capital equipment business dynamics and experience working in environments with non‑recurring revenue models.
Benefits
Leica Microsystems, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.
Key Skills/Competency
- Sales Operations
- Customer Care
- Order Management
- EMEA
- Danaher Business System (DBS)
- Continuous Improvement
- Digitalization
- Automation
- Lean Methodologies
- Forecasting
Skills & topics
- Director Sales Operations
- Customer Care
- EMEA
- Sales Operations
- Customer Experience
- Order Management
- Danaher Business System
- Lean
- Automation
- Digitalization
- Leadership
- Commercial Operations
- Forecasting
- Process Improvement
- Team Management
How to get hired
- Tailor your resume: Highlight experience in Sales Operations, Customer Care, and international leadership, emphasizing DBS or Lean methodologies.
- Showcase transformation skills: Provide examples of leading digitalization, automation, and process standardization initiatives.
- Quantify achievements: Use data to demonstrate impact on forecasting accuracy, Order-to-Cash performance, and team development.
- Demonstrate leadership: Emphasize experience managing multi-country teams and fostering inclusive, high-performing environments.
- Prepare for DBS questions: Understand and be ready to discuss the Danaher Business System principles.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary focus of the Director Sales Operations and Customer Care EMEA role at Leica Microsystems?
- The primary focus of this role is to lead and transform the Customer Care, Order Management, and Sales Operations teams across the EMEA region, aiming to deliver a superior customer experience and achieve commercial operational excellence. This includes optimizing processes, enhancing forecasting, and driving the Order-to-Cash cycle.
- What experience is essential for the Director Sales Operations and Customer Care EMEA position?
- Essential experience includes significant leadership in Customer Care, Order Management, or Sales Operations within an international commercial setting. A proven track record in operational transformation, digitalization, automation, lean methodologies, and managing multi-country teams is crucial. Experience with the Danaher Business System (DBS) is also highly valued.
- What does 'EMEA' refer to in the job title for the Director Sales Operations and Customer Care role?
- EMEA stands for Europe, the Middle East, and Africa. This indicates that the Director Sales Operations and Customer Care role has responsibility for these specific geographical regions within Leica Microsystems.
- How does Leica Microsystems leverage the Danaher Business System (DBS) in this role?
- The Danaher Business System (DBS) is a core element of Leica Microsystems' operational philosophy. For this role, experience with DBS or similar continuous improvement methodologies is essential for driving operational transformation, implementing standardized workflows, and achieving business objectives through effective problem-solving and process optimization.
- What is the team size and reporting structure for the Director Sales Operations and Customer Care EMEA?
- The team comprises approximately 50 employees located across major EMEA markets. The Director reports directly to the VP/GM EMEA and is a key member of the EMEA Commercial Leadership Team.
- Is this a remote, hybrid, or on-site position for the Director Sales Operations and Customer Care EMEA?
- The job description states that the role can be based in France, the UK, or Germany, with a 'remote work mode'. This suggests a flexible arrangement, likely hybrid or remote, depending on the specific location and team needs.
- What are the key performance indicators (KPIs) for the Director Sales Operations and Customer Care EMEA?
- Key performance indicators likely include forecast accuracy, Order-to-Cash cycle time, backlog conversion rates, customer satisfaction scores, and the successful implementation of digitalization and automation initiatives. The role focuses on driving commercial operational excellence.
- What kind of operational transformation is expected in this role?
- The role is expected to drive significant operational transformation through modernization, automation, and process standardization. This includes implementing lean workflows, end-to-end process redesign, and leveraging digital tools and RPA to enhance efficiency and customer experience.