Reporting to the Customer Services Director, this diverse and exciting role will suit someone with a solid understanding of the customer services function, the ability to assess the effectiveness of processes along with the ability to liaise with multiple stakeholders.

My client is a manufacturer of optical medical devices and pharmaceuticals and this role is relevant to the entire product range (surgical equipment, contact lenses and pharma). As such a background in medical devices or pharmaceuticals is essential.

The Customer Services Program Manager will be responsible for all processes within the Customer Services function across the UK, EU countries and Poland as well as be the link with the team based in the US.

The current team has undergone a lot of change so this person will need to take a bird's eye view of processes in customer services, including but not limited to compliance, process improvements for audits, product recalls, product complaints and adverse reactions as well as be the lead on all SOPs. Documentation and procedures in this field can be lengthy so having an eye for detail and stamina for admin will stand you in good stead.

Above all you will need to keep the customer front and centre at all times, aiming for all processes to be effective and efficient.

Being a strong communicator is a must as you will be dealing with different nationalities as well as being sensitive to cultural differences. Fluent English is essential but additional European languages would be a real bonus. The ability to persuade and influence others who may not be able to see the bigger picture will play a key part in this role as you may need to streamline some process and/or make changes to others and then roll out those changes.

This is a hybrid role with the offices based in Kingston upon Thames. There will also be some business travel (mostly European, occasionally US) required approximately every couple of months to visit teams and colleagues based in other countries.

This role has huge scope for development and while it doesn't have any direct reports at present this may be a possibility in the future. If you come from a medical devices or pharmaceutical background and love to make processes work better for the benefit of the customer as well as the business as a whole then this could be a great fit for you.