Customer Development & Commercial Operations Director

  • Ciencias de la Salud
  • Madrid

Customer Development & Commercial Operations Director

Our client is an international Pharmaceutical CMO group with several manufacturing plants in Europe.

Based in Madrid, we are looking to find an experienced Customer Development & operations manager specialized in Pharmaceutical CMO business development and commercial operations The candidate is expected to take ownership of all customer issues  for the large CMO Plant in Madrid. The role is expected to devote 80% of its time to Customer Development, 20% New Business development.


Role: Customer Development Operations Director (comité de dirección)

Base: Madrid

Report´s operationally to: BU Head Spain

Reports Functionally to: Group´s Customer Development Senior Manager

Department: Commercial Operations

Team: n/a.


Starting date: ASAP



The Customer Development Operations Director (CD Director) has accountability for the top line of the Business Units in Spain

The Customer Development Operations Director Spain is in charge of the customers relationship management at country level for all matters that can influence customer satisfaction. He/she acts (with his/her team, if applicable) as one point of contact for the site for aspects related to customers. He/she is the escalation point within Operations of any customer dissatisfaction related to the service provided by the specific BU.

He/she manages the implementation of the signed contracts for all customers


The CD Director will manage the commercial topics, including services, pricing and repricing, profitability, budget, contract negotiation for all customers, with the exception of contract negotiation and profitability improvement for the Key Accounts. He/she will identify new business opportunities.





–                 Accountability for the top line of the BU

–                 Monitors sales evolution and compares vs budget/forecast/quotation agreement. Challenges any deficiencies.

–                 Leads the budgeting process for the specific BU’s top line

–                 Manages Annual Repricing process (submission & negotiation, up to final agreement)


Customer Relationship management and Customer Service

–                 Develops and maintains a detailed understanding of customer business and needs.

–                 Develops customer relationship to competitive advantage and competition differentiation point.

–                 Establishes the required communication routines with the customers.

–                 Acts as a first escalation point within Operations so as to maintain customer satisfaction.

–                 Takes ownership of customers issues and follows up problems through to resolution. Coordinates internal functions of the site in addressing customer requests. Keeps continuously informed the customers on the status of their requests. Reports immediately any issue impacting deliveries οr customer satisfaction.

–                 Monitors customer satisfaction and coordinates internally for any necessary improvement.

–                 Cooperates with team for implementation of preventive complaint handling process.

–                 Sets-up and manages the periodic reviews of operational performance related to customers.

–                 Organizes Business Review Meetings or ad hoc customer meetings as often as required.

–                 Escalates main points of concern, as appropriate.




–                 Monitors Customer profitability and triggers discussions for improvements.

–                 Ensures proper communication of quotations for services.

–                 Prepares and presents internally annual prices revision proposals.

–                 Submits & negotiates the final proposals and have full responsibility up to final agreement for customers for which it has delegation.

–                 Updates regularly Open book costing/pricing files where applicable

–                 Leads the profitability improvement initiatives.


New Business

–                 Strive for achieving the Strategic framework of Top line growth Target having the GAP TO FILL KPI Monitored

–                 Investigates and provokes opportunities to enlarge cooperation (whether local or not):

–                 Identification of target products

–                 Understanding of decision centers, process, and decision criteria

–                 Promotion of the Group BU & Group capabilities, including R&D.

–                 Prepares and presents internally business cases for new RFQs, submit the proposals to customers

–                 Prepares and negotiates any CDA or LOI required for new RFQ/Business



Contract Management

–                 Coordinates internally (with Legal and all relevant reviewers and approvers) and acts as the Lead negotiator towards the customer for all relevant legal documents: LOI, new MSA, SLA, any amendments. Achieve signing the documents in targeted timelines.

–                 Ensures that the Group  capitalizes all value deriving from the legal documents



–                 Monitors all KPIs related to CS and propose/act to tackle any deviation

–                 Monitors OTIF and Backlog on top of the above

–                 Status of BRM open and Closed Actions and next steps

–                 Contributes to the reporting of the BU for customer-related matters

–                 Prepares presentations for Customer meetings

–                 Keeps a record of customer interaction and details of actions taken


Development and continuous improvement

–                 Identifies and analyses the problems related to customer service and its mission. Proposes any required measure/project to improve the service to customers.

–                 Has a role as “customer ambassador” within the site, and coordinates projects, such as Continuous Improvement projects (with or without PM support).

–                 Keeps close cooperation with Purchasing to identify any opportunities for cost reductions, supply risk avoidance & profitability improvement.

–                 Develops the Internal partner’s capability to interact with Group´s Customers as per company expected behavior


Documentation management

–                 Writes procedures and instructions related to his/her customer service activity


Adherence and compliance

–                 Adherence and Compliance to Customers contractual SLA and obligation in liaison with SC team

–                 Good fit to Group´s corporate values

–                 Understands and respects Group´s policies, procedures and ways of working.

–                 Understands GMP (Good Manufacturing Practices)

–                 Follows Safety rules


General Responsibilities

–                 Follows and complies to all good practices (GxP), to the Quality Management System, regulatory requirements, internal processes and procedures, company guidelines, the corporate governance code, the Health Safety and Environment (EHS) procedures and good practices and all company policies and regulations, and actively contributes to their improvement and all company policies and regulations, and actively contributes to their improvement.

–                 Ensures and protects data integrity in every action

–                 Undertakes any other project or responsibility that is assigned by the company, within the broader scope of the position’s responsibilities




Α. Academic Background : Degree in Technical or Business field. MBA is an asset


  1. Special Knowledge: Fluency in English. Any additional European language is an asset


Experience in similar position or  for at least 3 years, managing customer relationships . Experience in negotiations


  • Customer focus
  • Business thinking
  • Ability to lead cross-functional teams
  • Understanding of the entire value chain, from raw materials to product delivery to clients
  • Problem solving
  • Project management
  • Change management
  • Excellent verbal and written communication skills. Strong negotiation skills
  • Good business financial understand

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