About Straumann Group The Straumann Group (SIX: STMN) is a global leader in tooth replacement and orthodontic solutions that restore smiles and confidence. It unites global and international brands that stand for excellence, innovation and quality in replacement, corrective and digital dentistry. In collaboration with leading clinics, institutes and universities, the Group researches, develops, manufactures and supplies dental implants, instruments, CADCAM prosthetics, orthodontic aligners, biomaterials and digital solutions for use in tooth correction, replacement and restoration or to prevent tooth loss. Headquartered in Basel, Switzerland, the Group currently employs more than 12.000 people worldwide. Our products, solutions and services are available in more than 100 countries.
The Straumann Group unites global reach, experience and innovation with passion and a commitment for uncompromising quality, making enhanced dental healthcare available and accessible to customers and patients around the globe. The group unites global and international brands that stand for excellence, innovation, and quality, including Straumann, Neodent, Anthogyr, Medentika, ClearCorrect, Dental Wings and other fully- or partly owned companies and partners. In 2017 Straumann entered the highly attractive market for Clear Aligner to support its strategy as becoming the leading provider for esthetic dentistry solutions. To achieve this step, the Straumann Group acquired the US-based company ClearCorrect. With determination, ClearCorrect grew into a viable player in the clear aligner space, which attracted the attention of many customers globally since 2006. Acquiring ClearCorrect has provided Straumann with technology and expertise in orthodontics.
People and culture are the Straumann Group's greatest assets; they are the keys to high performance and sustainable success. We strive for a culture that builds trust and collaboration, fosters diversity, embraces change, promotes agility, learning and innovation, creates opportunities, allows people to make mistakes and encourages them to take both responsibility and ownership. The fundamental driver of our culture is the player-learner mindset, which we seek to inspire and nurture in every employee.
About the role The Global Head of Customer Experience & Success (f/m/d) plays a pivotal role in shaping and driving customer experience and enablement, customer growth and success, and transformation within the orthodontics division on a global scale. This senior leadership position is focused on elevating the customer experience journey, ensuring and satisfying interactions across all touchpoints, and leveraging digital solutions to enhance service delivery tailored specifically for orthodontic practices.
Main Objectives and Responsibilities: Customer Experience Enhancement: - Lead the design and implementation of a world-class customer experience strategy, focusing on digital and traditional interactions to understand and tailored to meet the unique needs and expectations of orthodontic professionals.
- Utilize Voice of Customer (VOC) insights and data analytics to identify pain points, preferences, and opportunities for improvement in the orthodontic customer journey.
- Develop customer-centric workflows and digital enhancements, ensuring a seamless integration across all platforms and interfaces; co-created with cross-functional teams to optimize product usability, accessibility, and functionality based on customer feedback and market trends to develop customer centric and customer experience driven workflows (potentially segment based experiences and touchpoints).
Sales Enablement and Commercialization Support: - Align customer experience strategies with sales objectives to drive revenue growth and improve customer lifetime value.
- Support sales teams with insights and tools to enhance customer interactions and leverage customer experience best practices to optimize sales processes, product demonstrations, and customer interactions.
Business Strategy and Development: - Innovate business models and strategic initiatives that enhance customer value, drive revenue growth, and distinguish our orthodontics division globally.
- Collaborate with stakeholders to develop and execute strategies for expanding market reach, capturing market share, and fostering long-term customer relationships.
- Monitor market dynamics, competitive landscape, and emerging trends to proactively identify opportunities and risks, informing strategic decision-making and resource allocation.
Marketing, Education and Training: - Partner with marketing to create meaningful promotional materials and educational programs that resonate with the target audience through compelling messaging, educational resources, and promotional materials to support customer acquisition and retention efforts.
- Support the development and implementation of training programs and educational initiatives aimed at equipping sales teams with the knowledge and skills needed to deliver exceptional customer experiences.
- Engage with Key Opinion Leaders (KOLs) and industry influencers to gather insights, gain endorsements, and drive awareness and adoption of digital orthodontic solutions.
About the candidate we are looking for: Requirements: - Master's degree in Business Administration, Marketing, or related field or at least 10 years of equivalent combination of education and experience.
- Minimum of 5 years in a leadership role within customer experience management, marketing, sales, or business development, preferably in the healthcare or orthodontics industry.
- Experience in managing large-scale customer experience projects, ideally within a global setting.
- Deep understanding of orthodontic customer needs, preferences, and pain points, with experience leveraging digital solutions to enhance customer experiences.
- Proven track record of driving customer-centric initiatives, achieving measurable results, and leading cross-functional teams in a global context.
- Excellent leadership and communication skills, with a proven ability to manage and inspire teams across different geographies.
- Proven track record in building teams from scratch, developing others and her / himself, identifying and developing talent.
- Willingness to travel up to 40% of the time to engage with customers, attend industry events, and collaborate with global teams.
Personal Attributes & Cultural Fit: - Passion for customer advocacy and a relentless commitment to exceeding customer expectations.
- High degree of empathy, creativity, and adaptability in understanding and addressing diverse customer needs and challenges.
- Ability to thrive in a fast-paced, dynamic environment, embracing change and innovation as opportunities for growth and improvement.
- Upholds high integrity, ethics, and professionalism, embodying the values and culture of the organization while championing customer-centricity as a core principle.
