Customer Development & Commercial Operations Manager

(Participa del comité de dirección de la planta)

Nuestro cliente es una importante planta Farmacéutica multinacional CDMO/ CMO, con sede en Madrid para la parte de su negocio de fabricación de Producto Terminado farmacéutico (FDF) a terceros.

Requieren incorporar un perfil senior (mas de 10 años de experiencia) que no necesariamente venga del sector farmacéutico, pero si de una planta de Contract Manufacturing (que fabrica para terceros) de cualquier producto industrial.

 Nuestro cliente desea incorporar un perfil senior que sea el punto de contacto del cliente en la planta y centralice todas las conversaciones con cliente para luego delegar de forma interna en las diferentes áreas. Tendría interlocución interna con Produccion, Customer service y Technical services.  Que sea un Gestor de Grandes cuentas o que venga del área de compras de un cliente que trata con  plantas CMO experimentado en gestionar todo el ciclo de vida del cliente en la planta (o proveedor).

• Habituado a tener interlocución con Produccion, Supply chain y Transfers (technical services) para gestionar y dar soluciones en el día a día a la gran cuenta. Es la cara del cliente en la planta, pues conoce sus necesidades.
• Reportando al director general, se ofrece participar en el comité de direccion de la planta y tratar de tú a tú con los directores de las areas con quien trabajaría apoyándose en sus equipos.
• Reporte funcional a la matriz, al senior Customer Development manager, que coordina a todos los customer development managers en cada planta a nivel global. Se requiere buenas dotes de interlocución, capacidad para priorizar incidencias y habilidad con números. Ingles C1.

JOB DESCRIPTION:

Customer Development & Commercial Operations Manager

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

 The candidate is expected to take ownership of all customer issues for the large CMO Plant in Madrid (Alcorcon).  The role is expected to devote 80% of its time to Current customer issues, 20% new proposals with existing clients.

 Contract manufacturing Customer development experience is essential.

Role: Customer Development & Commercial Operations Manager (CDM) (Participa en Comité de direccion)

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

 

MISSION:

The Customer Development  & Commercial Operations Manager (CDM) has accountability for the top line of the Business Units in Spain

The CDM 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 CDM 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.

 

MAIN ACCOUNTABILITIES / RESPONCIBILITIES:

Role: Customer Development & Commercial Operations Manager (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

 

MISSION:

The CDM 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 CDM 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.

 

MAIN ACCOUNTABILITIES / RESPONCIBILITIES:

 

Sales

–                 Accountability for the BU Head.

–                 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.

 

 

Profitability

–                 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

 

Reporting

–                 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

 

KNOWLEDGE:

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

1. Fluent in English. Any additional European language is an asset

PROFESSIONAL EXPERIENCE:

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

COMPETENCIES:

• 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 understanding