Customer Experience Centre Lab Leader

biotechne; Düsseldorf; On-site; EUR 52,000 - 83,000; Full time

Job summary

Bio-Techne is seeking an experienced Customer Experience Centre Lab Leader to direct a flagship engagement facility in Europe, combining scientific leadership with commercial acumen to maximise customer engagement and growth. You will oversee demonstrations, trainings and collaborations, while mentoring staff and aligning with regional objectives.

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

Qualifications

• MSc or PhD in Life Sciences.
• 7+ years of lab/industry experience, with at least 3 years in a leadership role.
• Fluent in German & English.
• Strong understanding of life science tools and diagnostic workflows.
• Experience in customer-facing roles or technical support is desirable.
• Familiarity with CRM and LIMS systems.

Responsibilities

• Lead daily operations of the CXC laboratory and other EMEA demonstration facilities.
• 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.
• Partner with Sales, Marketing and Applications teams to design and deliver 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.
• Drive utilisation and visibility of the Customer Experience Centre to increase customer footfall and engagement.

Skills

Leadership

Lab operations

Customer facing

Scientific communication

German & English

Strategic planning

Life sciences

Independent work

Education

MSc/PhD Life Sciences

Tools

CRM

LIMS

Job description

By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

Pay Range: €51,500 - €82,650

Placement within the salary range will vary depending on experience, qualifications, geographic location, and internal equity considerations.

We have a strong presence across Europe, with offices in major countries including the UK, Ireland, France, Germany, Switzerland, Italy, Spain, Poland, Hungary, and the Czech Republic. Our operations are supported by a manufacturing facility in Bristol and a dedicated Customer Experience Center in Düsseldorf.

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 cultur e.

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,