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Title:  Team Lead Analytics & Digital Solutions Customer Success (m/f/d)

Requisition ID:  63347
Date:  Feb 11, 2024

Eschweiler, North Rhine-Westphalia, DE

Department:  Customer Service

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?  


There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.  


We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  


Location: Eschweiler, NRW, Germany

Contract details: Permanent, Full-Time

Start date: asap

Contact person: Bryan Kusiak


Job Summary:

The Team lead Analytics & Digital Solutions is a role focused on automation and digitization, who works to ensure together with his/her team that our customers receive best experience through digital integrations. Within this function the individual is responsible for providing leadership to the team as well as managing the day-to-day activities. The role will collaborate with the customer engagement team to verify and answer customer needs and evaluate customer alternatives were appropriate. This function works closely work with Customer Success operations to support highly effective turnaround of system reliant processes, monitoring the overall quality of the entire department and its procedures.


Essential Duties and Responsibilities:

  • Provide leadership and training to the CS Analytics & Digital Solutions Team
  • Conduct performance reviews, motivate and guide the team according to the Digital roadmap
  • Assign and direct activities and resources to ensure project and reporting requirements are being met
  • Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
  • Supporting the Customer Experience team to connect with value to our customers, analog and digitally
  • Assisting in Customer projects, verifying need and offering digital solutions
  • Onboarding of new employees, training the wider global team on new processes and tools, managing Learning Management System (LMS) updates and adherence
  • Standardization of processes and streamlining of the same, reducing manual intervention
  • Conducting internal audits, updating procedures, creating consequent training plan
  • Participating and answering audits for the Customer Success department, processing findings
  • Driving the adoption of the Online Webstore, OCR, and EDI
  • Expanding the use of West Digital for all three groups within the department
  • Increasing data adoption to enable to improve decision making process, tracking operational metrics



  • Bachelor’s degree in business administration or apprenticeship as business clerk and respective professional experience
  • Minimum 5 years of experience in client or customer service or in customer interaction roles
  • Multiple years of experience in leading a team
  • Excellent skills on Excel, profound knowledge in MS Office and experience with SAP
  • Highly proficient in written and spoken English plus another European language preferably Italian, French, or Spanish
  • Ability to deliver great customer experience and to be invigorated by constant personal interaction
  • Strong learning capacity as well as communication and analytical skills
  • Ability to work independently in global environment
  • Technically savvy and adept



West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.  

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