Cosmetics Operations & Technical Delivery Manager

Unfortunately we are unable to offer sponsorship for this role.

35 Hours per week.  Monday - Friday.  9.00am - 5.00pm 

Purpose of the post: 

To lead the Technical Services Manager (TSM) team and drive continuous improvement in the delivery of technical support, customer reporting, laboratory liaison, and interpretation of test results within the Cosmetics & Personal Care Business Unit. The role will ensure effective collaboration between sales, customers, and Eurofins network laboratories to support accurate, timely and high-quality service delivery.

• To apply a sound understanding of a range of cosmetic testing processes to support customer requests and relevant legislation.
• Lead the delivery of customer requirements, ensuring technical support is aligned with service expectations and provide exceptional internal and external customer care
• Maintain current knowledge of relevant cosmetic testing techniques, industry topics and legislation to advise Eurofins customers on accurate interpretation of their results, answer queries and provide ongoing support as required
• Maintain knowledge of Eurofins network laboratory capabilities, expertise and ways of working to support efficient processes and continuous improvement.
• To create and maintain appropriate report templates & systems for tests booked, legislation and standard changes.
• Lead, implement and maintain best-practice ways of working within the team, including communication routes, use of IT systems, operational efficiencies and test reporting processes.
• Manage and monitor laboratory on-time delivery of key outputs, including protocols, results and test reports.
• Manage and monitor laboratory delivery quality standards, including result reliability and report accuracy. 
• Lead the business unit in applying best practice for the interpretation of test results.
• Build and maintain effective working relationships with Eurofins network laboratories, ensuring clear communication, regular review meetings and timely escalation of issues.
• Work closely with the Sales team to identify and implement improvements and efficiencies in the handover of new work.
• To contribute to month end financial forecast process including monitoring and management of cosmetic samples on hold
• Support and contribute to standard operating and quality procedures for the Cosmetics Business Unit and, where required, the wider business.
• Set, monitor and review TSM team KPIs, including on-time report delivery, report accuracy and customer feedback.
• Manage, monitor and plan TSM team workload and capacity, ensuring effective resource planning during business peaks.
• Monitor and support the technical delivery of team training needs working with the technical manager
• Manage performance, training and development for team members, supporting capability growth and consistent ways of working.
• Mentor the team to identify continuous improvement opportunities and demonstrate best-practice approaches.  Document agreed ways of working through standard operating procedures to support consistency across the team.
• Promote a proactive, collaborative team culture through visible leadership, encouragement and effective teamwork.
• Work with the Business Manager to review and implement team service level improvements and procedures based on customer feedback and insights.
• To manage own allocated samples / projects from receipt of the sales handover to the test report creation and issue to the client. This will include physical sample checking, shipping preparation and monitoring, lab liaison, management of dates, client and lab communication.