Senior Customer Service Manager – EMEA Operations & Remote Leadership – Driving Client Success, Operational Excellence, and Data‑Powered Service Innovation at brighthush

About brighthush

brighthush is a global trailblazer in clinical research, partnering with pharmaceutical, biotechnology, and medical device innovators to accelerate the development of life‑changing therapies. With a footprint in more than 30 countries, we deliver end‑to‑end clinical research services, regulatory support, and operational excellence that directly influence patient outcomes worldwide. Our mission is simple yet profound: to transform healthcare delivery by ensuring every client interaction is seamless, data‑driven, and customer‑centric.

Why brighthush?

At brighthush, we believe that exceptional customer service is the backbone of scientific progress. Our teams act as the bridge between our clients’ research ambitions and the operational realities that bring those ambitions to life. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible difference in the lives of patients, brighthush offers the platform, resources, and culture to help you succeed.

Position Overview

As the Senior Customer Service Manager – EMEA, you will lead a distributed, high‑performing team of customer service advisors across the European, Middle Eastern, and African (EMEA) region. Your role is pivotal in ensuring that every client interaction reflects brighthush’s commitment to excellence, transparency, and continuous improvement. You will be the primary liaison between the customer service function and cross‑functional partners such as Sales, Operations, Supply Chain, Logistics, and Finance.

Key Responsibilities

• Strategic Leadership: Define and execute the customer service strategy for the EMEA region, aligning it with brighthush’s global objectives and local market nuances.
• Team Management: Recruit, coach, and develop a geographically dispersed team of 15–25 customer service advisors, fostering a culture of accountability, collaboration, and customer obsession.
• Performance & Metrics: Establish KPIs, monitor performance dashboards, and implement data‑driven initiatives to improve response times, resolution rates, and customer satisfaction scores.
• Operational Excellence: Oversee end‑to‑end service processes, including quotations, order entry, service coordination, and issue resolution, ensuring seamless hand‑offs across functional teams.
• Stakeholder Collaboration: Partner with Sales, Operations, Supply Chain, Logistics, and Finance to resolve escalated issues, refine service delivery models, and drive cross‑functional efficiencies.
• Tenant Relationship Management: Maintain daily communication with tenants at the Hillcrest UK site of brighthush, ensuring their needs are understood and addressed promptly.
• Continuous Improvement: Lead initiatives to streamline workflows, adopt new technologies, and embed best practices across the customer service organization.
• Compliance & Quality Assurance: Ensure all customer interactions comply with regulatory standards, internal policies, and quality benchmarks.
• Reporting & Forecasting: Prepare regular reports for senior leadership on team performance, operational metrics, and improvement opportunities.
• Remote Team Enablement: Champion tools, processes, and cultural practices that empower a high‑performing remote workforce.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of progressive experience managing customer service teams in a contact‑center or logistics environment.
• Demonstrated success in leading remote, multi‑country teams across the EMEA region.
• Strong analytical mindset with proficiency in performance dashboards, KPI tracking, and data‑driven decision making.
• Excellent communication skills in English; additional European languages (e.g., French, German, Spanish, Italian) are highly desirable.
• Proven ability to collaborate with cross‑functional stakeholders and influence outcomes.
• Experience with CRM and ticketing systems (e.g., brighthush CRM, brighthush Ticketing, brighthush ERP) and familiarity with ERP platforms.
• Commitment to fostering a culture of continuous improvement, learning, and high performance.

Preferred Qualifications

• Experience in the pharmaceutical, biotech, or medical device industry.
• Knowledge of regulatory frameworks such as FDA, EMA, or ICH guidelines.
• Background in change management and process re‑engineering.
• Advanced certifications in Six Sigma, Lean, or Customer Experience Management.

Core Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop talent across diverse cultures.
• Strategic Thinking: Translate business goals into actionable plans and measurable outcomes.
• Customer‑Centric Mindset: Anticipate client needs and deliver proactive solutions.
• Data Literacy: Leverage analytics to drive performance improvements.
• Adaptability: Thrive in a dynamic, evolving environment with shifting priorities.
• Collaboration: Build strong relationships with internal partners and external stakeholders.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Service Manager, you will:

• Lead cross‑functional projects that expose you to new business areas and strategic initiatives.
• Participate in leadership development programs, including mentorship from senior executives.
• Access a robust learning platform featuring courses in customer experience, data analytics, and industry regulations.
• Earn certifications in Six Sigma, Lean, or Customer Experience Management through our partnership with leading training providers.
• Progress to roles such as Director of Customer Experience, Head of Global Operations, or Chief Customer Officer.

Work Environment and Culture

brighthush’s culture is built on the principles of transparency, innovation, and mutual respect. We value:

• Flexibility: A fully remote role with occasional travel to the Hillcrest UK site, allowing you to balance work and life.
• Collaboration: Regular virtual town halls, cross‑functional workshops, and informal virtual coffee breaks.
• Diversity & Inclusion: A commitment to creating an inclusive environment where every voice is heard.
• Well‑being: Comprehensive wellness programs, including an Employee Assistance Programme, mindfulness resources, and fitness incentives.
• Recognition: Quarterly awards, peer recognition programs, and transparent performance reviews.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience and the value you bring to brighthush.

• Base Salary: £61,175 per annum (commensurate with experience).
• Annual Bonus: Performance‑based bonus potential aligned with team and company goals.
• Holiday Entitlement: 33 days of paid leave, including 8 public holidays.
• Core Benefits: Life assurance, pension scheme, and income protection after 3 years of service.
• Flexible Benefits: Optional private health insurance, health cash plan, technology stipend, and retail discounts.
• Well‑being Package: Employee Assistance Programme, wellbeing portal with fitness videos, recipes, and mindfulness exercises.
• Professional Development: Reimbursement for industry certifications, conferences, and training courses.

How to Apply

If you are ready to lead a high‑impact customer service team, drive operational excellence across EMEA, and contribute to the mission of advancing global health, we want to hear from you. Click the button below to submit your application and join the brighthush family.

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Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of age, race, color, religion, sex, gender identity, sexual orientation, disability, or any other protected characteristic.