Customer Experience Centre Lab Leader

Bio-Techne GmbH (Germany); Düsseldorf; On-site; EUR 52,000 - 83,000; Full time

Benefits offered by this job

Competitive wages

Retirement programs

Employee stock purchase plan

Career development & mentorship

International working environment

Job summary

Bio-Techne GmbH seeks an experienced Customer Experience Centre Lab Leader to run a flagship lab that drives demand, accelerates growth and strengthens market leadership. You will lead demonstrations, training programs and collaborative projects, translating complex science into customer-focused solutions to aid purchasing decisions.

The role requires MSc/PhD in Life Sciences, 7+ years in labs with 3+ in leadership, and fluency in German and English.

Qualifications

• MSc or PhD in Life Sciences (e.g., Molecular Biology, Biochemistry, Cell Biology).
• 7+ years of lab/industry experience with at least 3 years in a leadership role.
• Fluent in German & English.
• Experience with customer-facing roles or technical support is desirable.

Responsibilities

• Lead and oversee daily operations of the CXC laboratory and other EMEA demonstration facilities.
• Develop SOPs and best practices delivering high-quality customer experiences.
• Collaborate with Sales, Marketing and Applications to design impactful demonstrations and trainings.
• Host customer visits and scientific events to build long-term relationships and advocacy.
• Measure impact of CXC activities through engagement and pipeline metrics.

Skills

Lab leadership

Customer engagement

Scientific communication

Strategic planning

Education

MSc/PhD in Life Sciences

Tools

CRM systems

LIMS systems

Job description

Pay Range: €51,500 - €82,650 Placement within the salary range will vary depending on experience, qualifications, geographic location, and internal equity considerations.

Position Summary We are seeking an experienced and dynamic Customer Experience Centre Lab Leader to lead a flagship customer engagement facility that drives demand generation, accelerates revenue growth and strengthens market leadership. Through hands‑on demonstrations, training programmes and scientific collaboration, the role will maximise customer engagement through the lifecycle, helping to convert opportunities, build advocacy and cultivate future growth. Combining scientific expertise, commercial acumen and operational excellence, the successful candidate will maximise the impact of the CXC, establishing it as a recognised centre of excellence within the life science community.

Up to 10% regional travel is required.

Essential Duties

Strategic Planning & Innovation

• Contribute to the strategic direction of the CXC, aligning laboratory capabilities and customer engagement activities with commercial and business objectives.
• Identify and drive opportunities to expand CXC offerings, increase customer utilisation and enhance the customer experience.
• Stay current with industry trends, emerging technologies and market opportunities to strengthen Bio-Techne's market position.

Lab Operations & Management

• Oversee daily operations of the CXC laboratory and other EMEA demonstration facilities, ensuring safety, compliance, operational excellence and customer readiness.
• Manage laboratory resources, instrumentation and facility capability to support customer demonstrations, evaluations, training and collaborative projects.
• Develop and implement SOPs and best practices that deliver a consistent, high-quality customer experience.

Customer Engagement & Experience

• Partner with Sales, Marketing and Applications teams to design and deliver impactful demonstrations, workshops and training programmes that accelerate customer engagement and support revenue growth.
• Host customer visits, scientific events and stakeholder engagements, creating exceptional experiences that build confidence, advocacy and long‑term relationships.
• Act as a scientific ambassador, translating complex technologies into customer‑focused solutions that support purchasing decisions and workflow adoption.

Commercial Impact & Growth

• Drive utilisation and visibility of the Customer Experience Centre to increase customer footfall and engagement.
• Support commercial teams in opportunity development, technical validation and customer conversion activities.
• Measure and communicate the impact of CXC activities through customer engagement, pipeline influence and business growth metrics.

Team Leadership

• Lead and mentor a team of lab specialists and application scientists.
• Foster a culture of scientific excellence, collaboration, and continuous improvement.
• Support professional development and training of lab staff.

Essential Skills

• MSc or PhD in Life Sciences (e.g., Molecular Biology, Biochemistry, Cell Biology).
• 7+ years of relevant lab / industry experience, with at least 3 years in a leadership role.
• Fluent in German & English.
• Other European languages a benefit but not essential.
• Strong understanding of life science tools and or diagnostic workflows.
• Proven track record of managing lab operations and leading teams.
• Experience in customer‑facing roles or technical support is highly desirable.
• Excellent attention to detail, time management and process management.
• Familiarity with CRM and LIMS systems.
• Passionate about communicating and sharing scientific knowledge.
• Self‑motivated, innovative, and able to work independently.
• Serves as a strong and authentic brand advocate.
• Demonstrate professionalism and a confident presence.

Bio-Techne is committed to product quality, customer satisfaction, continued improvement, minimising environmental impacts and conserving natural resources. Environmental and quality management is an integral core value and vital part of the Bio-Techne culture.

Why Join Bio-Techne:

• We offer competitive wages along with extensive benefits for employees and their families.
• We invest in our employees’ financial futures through retirement programs and an employee stock purchase plan.
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
• We offer an international and diverse working environment, enriched by employee resource groups; volunteer and charity events; and employee events that build a culture of caring and belonging.
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

Bio-Techne is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services. Science is our passion; it drives us to collaborate, develop, and manufacture award‑winning tools that help researchers achieve reproducible and consistent results.