Spain
* Nearly two decades of experience in global organizations, with a strong passion for delivering exceptional customer experiences and driving post-sales excellence. * Expertise in optimizing scalable, effective operations and leading teams through digital transformation, ensuring seamless customer journeys. * Focused on mastering customer service across logistics, technical support, and integration to enhance satisfaction and drive results. * Proven leadership in operations, supply chain, and customer service, consistently innovating to improve processes and foster collaboration. * Hold an Executive MBA, along with certifications in project management, lean management, and quality management. * Founder of the APAC Healthcare Supply Chain Forum, dedicated to sharing best practices and promoting professional development.
Orthodontics, ClearCorrect
Align Technology / Invisalign is a medical device company that designs, manufactures, and markets Invisalign clear aligners and iTero intraoral scanners and services for orthodontists and general practitioner dentists, and restorative and aesthetic dentistry. - Enabling rapid business growth of APAC organization - Management and operation of multiple functions and teams supporting 14 regional markets: o support services (Customer and Technical Support Level 1, Level 2) including hardware and software diagnosis, repair and consultation and proactive support o customer success (customer experience, customer data, software adoption and customer value proposition) o business operations incl. order management and order fulfilment up to customer onboarding o downstream supply chain and logistics (distribution, order fulfillment, delivery and reverse logistics) in direct and indirect channels o business / system enablement (geographical expansion, new product introductions, new business models) - Member of Global Operations and APAC Leadership teams - Close collaboration with all Commercial leaders and APAC functions (Finance, Sales, Training, Marketing) to deliver best-in-class service
o member of the BU top management team of the APAC & ME region reporting to regional CFO and functionally to global SC&L head o managing budget (costs & FTE), 12 logistics & customer service region organizations, 23 warehouses/depots as well interfaces to the headquarters in CH, DE, SG o owner of Plan, Source, Deliver, Return processes (SCM) o increasing supplier and customer integration (e-business rate) o ensuring high performance of 3rd-party log providers and Asian GBS o local manager of APAC product management & procurement teams in Hong Kong o improving logistics and order management O2C, P2P performance metrics on the regional level o innovating and digitalizing supply chain
o responsible for customer service, sales support and operational sourcing for 14 European markets (CH, AT, DE, SE, NO, FIN, EST, LA, LT, EE, PL, NL, UK, DK) ~130 employees o member of a global steering committee of the Customer Service Programme o P&L responsibility o service delivery based on Service Level Agreement. Key metrics: - customer satisfaction – SI level >75 - cost efficiency min. 5-7% cost reduction per annum - reaction times SLA > 95% o initiating strategic transition & digitalization projects
o responsible for HR services team supporting 2500 employees in total in the North West Europe region o building a dedicated service department ensuring strong alignment with the strategic HR functions (HPBPs, T&D, C&B etc.) o operations in 5 service lines and 5 Siemens locations o delivering services based on Service Level Agreements