Customer Solutions & Excellence Lead

Title:  Customer Solutions & Excellence Lead

Introduction section:

At Fresenius Medical Care, we are the global leader in kidney care, committed to improving the lives of patients with chronic kidney disease. Our mission is to deliver high-quality, innovative products, services, and care across the entire healthcare journey. Guided by our vision—“Creating a future worth living. For patients. Worldwide. Every day.”—we work with purpose and compassion, supported by a global team of over 125,000 employees.

Within our Care Enablement segment, we develop and provide life-sustaining medical products, digital health solutions, and therapies that empower clinical teams and improve patient outcomes. Our FME Reignite strategy drives transformation through innovation, efficiency, and sustainable growth.

Our values guide how we work:

• We Care for our patients, each other, and our communities
• We Connect across teams and borders to deliver excellence together
• We Commit to doing things the right way— growing with purpose and leading kidney care with integrity and innovation

Information about Global Commercial department:

Global Commercial, a function within Care Enablement, unites Sales, Marketing, Global Sales Excellence, and Global Technical Operations. This team delivers high-quality medical devices, technical services, and effective commercial strategies across global markets, advancing our mission to improve patient lives. Join our passionate team and help shape healthcare worldwide!

Summary about role:

To act as a key customer-facing partner, driving continuous improvement while directly solving customer escalations. This role bridges the gap between clients and internal teams by automating systems, resolving complex issues, and supporting sales with streamlined commercial processes and data dashboards.

Responsibility:

Your Responsibilities:

• Customer Success & Systems

• Act as the direct point of contact for customers to manage, troubleshoot, and resolve complex issues and escalations
• Own relationships with key ANZ customers, serving as the primary escalation point and resolution lead for operational and KPI-related issues.
• Conduct customer business reviews to review service performance, KPIs, improvement plans, and satisfaction metrics
• Lead on-site customer visits to diagnose operational challenges and implement corrective action plans
• Represent the ANZ business in customer operational meetings and tender KPI meetings
• Track and improve customer NPS, service levels, DIFOT, and complaint resolution cycle times.
• Develop joint improvement roadmaps with customers to enhance service reliability and operational efficiency.
• Proactively identify at-risk accounts due to operational challenges/disruption and lead recovery action plans to protect revenue and contracts
• Partner directly with clients to identify operational bottlenecks and implement sustainable system and process solutions.
• Drive automation initiatives to directly improve customer experience, responsiveness, and service reliability.
• Drive change management activities to ensure successful adoption of new systems and processes

• Commercial & Sales Support

• Partner with the sales team to support and improve commercial processes, including tenders.
• Actively participate in customer tender related presentations and commercial negotiations to articulate operational capability and service commitments
• Partner with Sales in customer acquisition and retention strategies through operational differentiation
• Participate in planning sales and marketing ideas to assess operational impact and find solutions

• Revenue Assurance and Customer Retention

• Accountable for protecting and improving revenue through resolution of systemic service and operational failures
• Lead cross-functional taskforces to resolve critical customer escalations impacting contracts
• Ensure contractual service level adherence and manage remediation plans where required
• Translate customer feedback into actionable operational transformation initiatives

• Continuous Improvement (OPEX) & Quality

• Lead process reviews to identify opportunities for cost reduction, quality improvement, and increased customer satisfaction.
• Conduct customer-impact-focused process audits to improve external service delivery
• Analyze system processes alongside business units to increase user efficiency and automate manual workflows.
• Embed "Continuous Improvement" principles into the project lifecycle and act as an internal advisor on new process implementations.

• Change Management & Capability Building

• Drive change management activities to ensure successful adoption of new systems, processes, and project deliverables.
• Coach leaders across the business, providing targeted mentoring to bridge skill gaps in project delivery and execution.
• Identify system development needs, collaborating with OPEX and IT to prioritize and build efficiency-driving solutions.
• Develop localized resource materials (CRM, Office 365, etc.) and train staff to upskill them on new business improvements.

• PMO Governance & Strategy

• Maintain a holistic view of all active ANZ projects, monitoring project health, risks, dependencies, and resource allocation.
• Work with business leaders to prioritize projects based on strategic value, customer impact, and resource capacity.
• Define and ensure adherence to the ANZ Project Management Framework (PMF), standardizing templates and execution tools.
• Provide regular executive reporting on portfolio performance, financials, and milestones to the Senior Leadership Team.

COMPETENCIES (ATTITUDE, SKILLS, TYPICAL QUALIFICATIONS & EXPERIENCE)

• Proven experience in a direct customer-facing role, managing external relationships and resolving escalations
• Demonstrated experience establishing or managing a PMO, including governance, portfolio management, and executive reporting
• Strong background in continuous improvement methodologies (Lean, Six Sigma, etc.) and Agile frameworks
• Exceptional ability to influence cross-functional partners and lead organizational change in a matrix environment
• Hands-on experience building reporting dashboards and localizing system training materials
• Strategic and analytical thinker with strong commercial and financial acumen to manage project budgets and ROI
• Proven experience in leading organizational changes including change management
• Proven track record in improving customer satisfaction metrics and retention
• Superior verbal and written communication skills, with the ability to report to Senior Leadership
• Strategic and analytical thinker with professional and positive disposition.
• Demonstrated experience in decision making role in operations or quality management
• Strong commercial acumen

Offer package:

Our Offer for you:

There is a lot you can discover at Fresenius Medical Care, regardless in which field you are an expert and how much experience you have -  all dedicated to your professional journey.

• Whether in front of or behind the scenes - you are helping to make ever better medicine available to more and more people around the world
• Individual opportunities for self-determined career planning and professional development
• A corporate culture in which there is enough room for innovative thinking - to find the best solution together, not the quickest one
• A large number of committed people with a wide range of skills, talents and experience
• The benefits of a successful global corporation with the collegial culture of a medium-sized company