Job Purpose
To manage a portfolio of current Order to Cash clients, oversee and report on service delivery, drive improvement, maintain contractual agreements and identify and secure further commercial opportunities.
Responsibilities
•Develop and maintain positive, professional relationships with Alloga's existing client base, while supporting the company's strategy.
•Present Alloga and its services professionally through face-to-face meetings, telephone calls, virtual meetings, emails and other communication channels
•Respond effectively and promptly to client needs, enquiries and service-related issues
•Agree and manage a schedule of client business reviews, ensuring that each client has at least one structured review per quarter, supported by an agenda, meeting minutes and documented actions.
•Identify, scope and support the implementation of new business opportunities and value-added services for existing clients
•Work with the Implementation Manager to support the successful go-live of new business
•Monitor clients' perception of Alloga's services and work with the relevant internal departments to address service gaps or areas requiring improvement
•Support the Alloga Client Survey process, review client feedback and contribute to appropriate improvement actions
•Take ownership of client-related service issues and contribute positively to their resolution, helping to minimise potential losses or service disruption for both the client and Alloga
•Ensure that relevant deviation reporting is initiated following incidents that significantly affect a client's service or products, involving Quality colleagues when required
•Work closely with Contract Operations Managers for clients with 3PL storage and distribution activities
•Understand clients' future requirements, including storage needs, and ensure that one-, two- and three-year forecasts are captured
•Prepare weekly storage reports by client and product type and manage storage levels that fall outside agreed allocations
•Contribute to Alloga Change Controls associated with significant business changes, including the relocation of clients between buildings
•Identify and escalate substantial commercial risks, including potential loss of business or risks to the profitability of service provision
•Ensure that client accounts remain commercially viable and are supported by current agreements or contracts
•Review clients' commercial outlook at least annually and ensure Client Account Plans are updated accordingly
•Support the implementation of inflation-linked service fee increases, general rate reviews and new revenue opportunities
•Support contract renewal discussions and ensure that legal approval is obtained for contractual amendments before signature
•Ensure that chargeable activities and value-added services are captured and that appropriate rates are agreed with clients
•Maintain an appropriate understanding of pharmaceutical industry requirements, including Good Distribution Practice, commercial developments and the effects of imports and exports on business processes and revenue
•Produce and report monthly KPIs, identify service issues and work with clients and internal departments to improve performance
•Maintain accurate client information, account plans, risk registers, operating procedures, task instructions and relevant reporting dashboards
•Support due diligence and client profile change processes
•Collaborate effectively with Operations, Quality, Finance, Customer Care, Implementation and other internal stakeholders
•Deputise for the Senior Client Account Manager when required
•Ensure that activities are undertaken in accordance with applicable company procedures, client instructions, Standard Operating Procedures, GDP, applicable GMP requirements and relevant ISO certifications
Requirements
•Degree-level education or significant professional experience in a similar position
•Previous experience within the pharmaceutical or FMCG industry would be a strong advantage
•Understanding of supply chain and warehouse concepts
•Sound knowledge of Good Distribution Practice
•High level of competence in standard Microsoft Office or equivalent workplace computer applications
•Excellent presentation skills
•Ability to complete training in all relevant Standard Operating Procedures within the required timeframe
•Good commercial awareness and a service-oriented approach
•Ability to support the development and implementation of new business opportunities
•Ability to work effectively with clients and cross-functional internal teams
•Ability to operate in accordance with company procedures, health and safety standards, client instructions and applicable regulatory requirements
Minimum Skills Required
•Excellent interpersonal, client relationship and communication skills.
•Ability to communicate professionally through face-to-face meetings, telephone calls, virtual meetings and written correspondence
•Strong planning, organisational and prioritisation skills
•Ability to work independently while contributing effectively as part of a team
•Ability to use initiative and sound judgement to make logical decisions
•Strong customer-service orientation
•Good commercial awareness
•Ability to identify, manage and escalate client service or commercial risks
•Problem-solving skills and the ability to take ownership of service-related issues
•Resilience and determination to provide a consistently high-quality service
•Ability to analyse and report on client performance and operational KPIs
Full time. Affiliated company: Alliance Healthcare Management Services Limited.
