Senior Customer Service Manager – EMEA Operations & Remote Leadership – Championing Service Excellence for Global Life‑Science Partners Across Europe, Middle East & Africa at brighthush

About brighthush

brighthush is a trailblazer in the life‑science ecosystem, delivering world‑class contract research services that accelerate the journey from discovery to market. With a footprint in more than 30 countries, we blend scientific rigor, operational excellence, and a culture of continuous improvement to empower pharmaceutical, biotechnology, and medical‑device innovators. Our mission is simple yet profound: to provide the data, insights, and expertise that transform patient outcomes worldwide. Every interaction—whether with a researcher, a clinician, or a partner organization—reflects our unwavering commitment to quality, integrity, and impact.

Why brighthush is the Place to Grow Your Career

At brighthush, we are purpose‑driven, collaborative, and relentlessly curious. We believe the best science is built by diverse teams that challenge the status quo and celebrate every milestone together. As a Senior Customer Service Manager, you will be at the heart of our global partnership strategy, ensuring that our life‑science partners experience seamless, high‑impact service that mirrors the quality of our research. You’ll shape the customer experience, influence operational strategy, and drive measurable improvements that directly impact patient care.

Key Responsibilities

• Lead and Inspire a Distributed Team: Manage a cross‑functional customer service team spread across the UK, Netherlands, Italy, Spain, and France. Foster a culture of accountability, empathy, and continuous learning, ensuring each team member feels empowered to deliver exceptional service.
• Operational Excellence: Oversee daily service operations, including quote generation, order processing, service coordination, and issue resolution. Ensure that all service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded, and proactively identify opportunities for process optimization.
• Strategic Collaboration: Partner with Sales, Operations, Supply Chain, Logistics, Finance, and other stakeholders to align service delivery with business objectives and client expectations. Translate strategic goals into actionable plans that drive customer satisfaction and revenue growth.
• Process Improvement: Identify bottlenecks, implement best practices, and drive process enhancements that increase efficiency, reduce costs, and elevate customer satisfaction. Champion continuous improvement methodologies such as Lean Six Sigma to embed a culture of excellence.
• Remote Team Management: Utilize digital collaboration tools to coach, mentor, and evaluate team members across multiple time zones. Conduct regular performance reviews, set clear goals, and provide actionable feedback that supports professional development.
• Client Engagement: Serve as the primary point of contact for high‑value clients, ensuring that their needs are understood and addressed promptly. Escalate complex issues to senior leadership when necessary, and maintain a proactive communication cadence that builds trust and loyalty.
• Reporting & Analytics: Prepare and present weekly, monthly, and quarterly reports on team performance, customer satisfaction, and operational metrics to senior management. Use data‑driven insights to inform strategy and continuous improvement initiatives.
• Compliance & Quality Assurance: Maintain adherence to regulatory standards, internal policies, and quality frameworks that govern our service delivery. Ensure that all processes meet Good Clinical Practice (GCP), ISO 9001, and other relevant industry standards.

Essential Qualifications

• Minimum 5 years of experience managing customer service or client support teams in a global, multi‑regional environment.
• Proven track record of driving KPI improvement and delivering measurable results in a service‑centric role.
• Strong people‑management skills: coaching, mentoring, and developing talent to reach their full potential.
• Excellent communication skills in English (both written and spoken). Proficiency in additional European languages (e.g., Dutch, French, Italian, Spanish) is a significant advantage.
• Experience with remote team leadership, including virtual collaboration tools, time‑zone coordination, and virtual performance management.
• Analytical mindset with the ability to interpret data, identify trends, and recommend actionable improvements.
• Knowledge of the pharmaceutical or life‑sciences industry is highly desirable, but not mandatory.

Preferred Qualifications

• Background in a contract research organization (CRO) or a related scientific services environment.
• Familiarity with regulatory frameworks such as Good Clinical Practice (GCP) or ISO 9001.
• Experience implementing customer‑centric process improvements using methodologies like Lean Six Sigma.
• Proficiency in CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).

Key Skills & Competencies

• Leadership & Influence: Ability to inspire and guide a geographically dispersed team toward shared goals.
• Strategic Thinking: Translate business objectives into actionable service plans.
• Customer‑First Mindset: Deep empathy for client needs and a relentless pursuit of service excellence.
• Data‑Driven Decision Making: Leverage metrics and analytics to inform strategy and operational adjustments.
• Adaptability: Thrive in a fast‑moving, evolving environment with shifting priorities.
• Collaboration: Build strong relationships across functional teams and external partners.
• Problem‑Solving: Resolve complex issues quickly and effectively, ensuring minimal impact on clients.

Career Growth & Development

At brighthush, we invest in your professional journey. As a Senior Customer Service Manager, you will have access to:

• Leadership development programs that sharpen your strategic, people‑management, and operational skills.
• Cross‑functional projects that expose you to different aspects of the business, from clinical operations to supply chain.
• Mentorship from senior leaders who have a proven track record in the life‑sciences sector.
• Opportunities to advance into regional or global service leadership roles, or transition into broader operations or client‑success functions.

Work Environment & Culture

brighthush champions a culture of inclusion, innovation, and work‑life balance. Our remote‑first approach means you can work from anywhere while staying connected through a robust digital ecosystem. We celebrate diversity, encourage open dialogue, and reward creativity. Our teams collaborate across borders, share knowledge freely, and celebrate successes together—whether in virtual huddles or in person during annual retreats.

Compensation & Benefits

While the exact salary will be commensurate with experience, we offer a competitive package that includes:

• Base salary range: €5,562 gross per month (subject to market and experience).
• Performance‑based bonus structure aligned with team and company goals.
• Generous pension scheme with company contributions.
• Annual vacation bonus of 8.25%.
• 25 vacation days per year on a full‑time basis (excluding public holidays).
• Travel allowance for occasional visits to our Horst, Netherlands hub.
• Employee Assistance Program (EAP) for mental health support.
• Group health insurance covering medical, dental, and vision.
• Discounted fitness memberships and wellness programs.
• Tax‑advantaged perks such as bike, laptop, or weekend getaway allowances.
• Disability and life insurance coverage.

How to Apply

If you are a results‑driven leader who thrives in a fast‑paced, global environment and is passionate about delivering exceptional customer service, we want to hear from you. Submit your application through our careers portal and join a team that is shaping the future of therapeutic innovation.

Join brighthush – Where Science Meets Service

At brighthush, we believe that every interaction with a client is an opportunity to build trust, deliver value, and drive scientific progress. As our next Senior Customer Service Manager, you will be at the forefront of this mission, ensuring that our partners receive the highest level of support and that our internal teams operate with precision and purpose. If you are ready to lead, innovate, and make a tangible impact on patient outcomes worldwide, apply today and become part of the brighthush family.