Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

As a Customer Experience Manager based in Basel, Switzerland, you will play a pivotal role in ensuring a seamless and engaging experience for customers visiting our Drug Product Services sites, reflecting our commitment to excellence in customer service.

Key responsibilities:

• Coordinate and execute the customer visit management process, including overseeing scheduling, coordination with relevant teams, and implementation of necessary arrangements.
• Gather feedback from surveys and other sources to gain insights into the customer visit process.
• Implement strategies based on feedback to optimize and enhance the overall customer visit experience, both physically and virtually.
• Utilize digitalization and innovative solutions to streamline existing visit management processes, enhancing efficiency and effectiveness.
• Collaborate with teams to ensure seamless coordination of all aspects of the customer visit, including logistics and scheduling.
• Drive the adoption of digital platforms and Customer Relationship Management (CRM) software as applicable.
• Generate regular reports on key performance metrics related to customer visits, providing insights and recommendations for continuous improvement.

Key requirements:

• Bachelor's degree in Business Administration, Marketing, Hospitality or a related field
• Business fluency in English and German.
• Driven by a customer-centric approach and committed to delivering excellence in every aspect
• Strong analytical skills with the ability to gather and interpret data to drive decision-making
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Strong cultural awareness

• Proficiency in Customer Relationship Management (CRM) systems is a plus
• Experience in the CDMO/Pharma/Life Sciences industry is a plus

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.