Customer Service Manager

CEO / Managing Director, Bulk & Corridors

Business Unit Head - Pharma / Pharma & Medical Device

Role Description: <ul><li>As a Manager in Solution Center, you will be at the forefront of driving transformational strategies focused on creating exceptional customer experiences.</li><li>Your leadership will be pivotal in establishing our brand as the preferred supplier by fostering strong customer relationships and steering your team towards unparalleled service excellence and growth</li></ul> Responsibilities: <ul><li>Lead with Accountability: Spearhead your team to achieve specific departmental goals, focusing on delivering a superior Customer Experience.</li><li>Cultivate Customer Relationships: Empower your team to enhance and expand customer engagement.</li><li>Talent Acquisition and Development: Recruit and nurture top talent, building a team that embodies our vision and drives organizational transformation.</li><li>Champion of Change: Lead by example in adopting transformation initiatives and fostering a culture of positive change.</li><li>Operational Excellence: Instill a mindset of continuous improvement, enhancing team efficiency and service quality.</li><li>Career Development: Offer opportunities for team growth and development, preparing them for future career advancements.</li><li>Cross-Functional Collaboration: Work seamlessly with internal partners in different BU’s, engineering, planning, and sales to ensure comprehensive customer support</li></ul> Requirements: <ul><li>Experience in a shared service environment.</li><li>Stake Holder management experience</li><li>Track record of successful change management in Customer Care.</li><li>Leadership experience in large, multi-layered teams.</li><li>8 + years in multinational Customer Care operations, with at least 5 years in a relevant role.</li><li>Effective collaboration across all organizational levels.</li><li>Industry-specific experience is advantageous.</li></ul> Skills: <ul><li>Customer-centric mindset.</li><li>Strong business acumen.</li><li>Leadership across international teams.</li><li>Servant Leadership approach.</li><li>Results-oriented with multitasking capabilities.</li><li>Agile and adaptable in driving change. Excellent communication, persuasion, and interpersonal skills.</li><li>Ability to forge strong cross-functional relationships.</li><li>Influential leadership without direct authority.</li><li>Collaborative and proactive attitude.</li></ul> Key Performance Measurements: <ul><li>Strategy, Execution, and Talent (SET) Customer Effort Score.</li><li>First Contact Resolution Efficiency/Productivity Improvement.</li><li>Employee Engagement.&nbsp;</li><li>Attrition Rates.</li></ul>

The RoleAs the Managing Director of Zambia, you will develop and implement the Company strategy in line with the overall Logistics SSA and Bulk &amp; Corridors strategy.&nbsp;The role will be instrumental in growing our existing offering within an end-to-end supply chain by setting and achieving key objectives while ensuring the safety and well-being of employees. This role will be responsible for the leadership, strategic alignment, client fulfilment, efficient, profitable, sustainable operation and commercial coordination within our clients Logistics portfolio in SSA. The role will directly contribute towards the SSA Logistics revenue and appropriate financial targets. The role links and provides client solutions leveraging all our clients capabilities in the region, and is expected to drive strategic growth, innovation, operational excellence, and stakeholder engagement, ensuring alignment with global best practices and sustainability principles. Key Responsibilities1.	Formulate strategies aligned to our clients Bulk &amp; Corridors strategies and KPI’s priorities2.	Set strategic direction for Zambia and associated capabilities and cascade strategic priorities into the Business Units in Zambia.3.	Establish and align the required structures, standards and capabilities to ensure that it supports and enables our clients and SSA logistics objectives and strategy, and drives a high performing team4.	Develop, implement, and take accountability for the Company strategies according to company goals and objectives aiming to accelerate growth, and that positively influence our clients revenue, operating profit and return on invested capital5.	Establish strategic relationships and agreements with clients that create value for both the client and the end user of the product6.	Lead key customer relationships and serve as the expert for logistics solutions. Identify and understand the opportunities, challenges and potential partner priorities to establish mutually beneficial partnerships/commercial relationships7.	Pro-actively work with internal and external stakeholders to ensure that the Logistics SSA Bulk &amp; Corridors service positioning is clear and defined to maximise growth opportunities8.	Support and implement mid-term business development plans including budget and P&amp;L responsibility for Zambia.9.	Ensure that the Company operations (including value-added services), and commercial aspects are coordinated and executed in way that ensures optimal customer service10.	Proactively identify and manage business uncertainties and opportunities, and implement action plans to mitigate supply chain risks11.	Foster a strong, collaborative partnership with the central Commercial function to develop and execute unified go-to-market strategies.&nbsp;12.	Accept joint accountability for revenue generation, customer acquisition, and retention by aligning local operational capabilities with commercial priorities.&nbsp;13.	Ensure that business development, pricing, and solution design are coordinated to deliver value to customers and achieve growth targets across the region.14.	Actively support and empower the Commercial team by providing operational insights, solution innovation, and customer-specific capability deployment to secure and grow strategic accounts.&nbsp;15.	Leverage internal capabilities across all SSA capabilities to co-create and deliver end-to-end value propositions that strengthen our clients competitive positioning and market share in Sub-Saharan Africa.16.	Drive decision making process through integrated business planning with regional stakeholders and senior leaders (Commercial, Finance, etc.) in order to maximize service to customers and meet our clients objectives17.	Build effective relationships and facilitate collaboration across our clients group of companies to drive projects to completion and improve processes18.	Lead key customer relationships to ensure the delivery of the growth strategy over a 3 to 5 year period19.	Continuously evaluate industry, market and technology trends to assess the potential impact on operational and business opportunities. Make recommendations and drive key projects to leverage opportunities20.	Lead the adoption of automation, AI, and smart technologies to enhance performance and competitiveness.21.	Oversee the implementation of digital solutions to provide integrated, end-to-end supply chain services.22.	Formulate the Company budget to ensure that the strategic deliverables are adequately budgeted for&nbsp;23.	Ensure effective fiscal management in compliance with Company standards24.	Lead, define and ensure compliance with budgeted revenue and operating income goals&nbsp;25.	Analyse monthly financial performance indicators and trends, make necessary adjustments to ensure profitability, and submit required reports timeously26.	Ensure strict financial discipline, including monitoring working capital, debt, and cash flow.27.	Oversee asset management and capital expenditure, ensuring ROI-driven investments.28.	Drive long-term value creation through strategic financial planning and effective resource allocation.29.	Embed sustainability, carbon reduction, and environmental responsibility into core operations.30.	Lead green initiatives, renewable energy adoption, and emission-reduction projects.31.	Implement risk management frameworks to mitigate financial, operational, environmental, and reputational risks.32.	Lead the development of crisis management and business continuity strategies.33.	Uphold the highest standards of corporate governance, transparency, and integrity.34.	Drive a strong ethical culture, ensuring accountability at all levels.35.	Lead our clients People agenda, including the effective management of workforce planning, recruitment, learning and development, performance management, reward and recognition, talent management, and employee relations in line with Group policies and procedures36.	Drive the development of a healthy, high-performance culture across the Company, in alignment with our clients cultural objectives37.	Ensure, and assume ultimate accountability for the implementation of continuous improvement, health, employee wellbeing and sustainability best practices for the Company38.	Interpret and ensure compliance to regulatory requirements across the Company in the various countries/jurisdictions we operate. Minimum Requirements QUALIFICATIONS	Relevant Bachelors degree&nbsp; EXPERIENCE&nbsp;	Minimum 10 years’ experience in the supply chain industry, including experience managing supply chain activities	Up to 8 years’ in a similar or senior executive role for a global supply chain multinational	Proven experience and demonstrable success in leading end to end supply chain companies, and team enablement SKILLS&nbsp;	Proven ability operate and navigate a multinational, matrixed organization	Strategic Orientation: The ability to evaluate and redirect organisation’s strategy, value proposition, and business strategy aimed at conceptualising a desired future state that promotes the viability of the organisation.	Business Expertise/ Acumen: Applies in-depth knowledge of the economic, commercial and political issues to build and grow the business with impactful outcomes and influence industry performance; anticipates industry trends	Customer Relationship Management: Builds enduring and rewarding customer relationships and actively manages customer satisfaction and loyalty.	Business Development: Analyse new and existing clients, their needs and able to formulate possible solutions that could meet these needs, based on an in-depth understanding of company service offerings. Able to navigate through potential client organisations, identifying decision-makers, uncovering their unmet needs, and concisely demonstrating the value that business development can add to their organisations. In-depth understanding of market and client segmentation &amp; profiling as well as the analysis of market trends, as well as understanding of the sales cycle and process, including facilitating a deal to closure.	Business and Operations Management: Understands how to effectively plan and manage business operations including service delivery. Expert understanding of the alignment of resources, planning and priorities at an organisational level. Able to interpret business intelligence and apply it in the development of long term strategic plans to ensure effective business and organisation management in the organisation. Drives the setting of measurements that encourage raising organisational performance and measured return on investment.	Financial Management: Extensive knowledge and understanding of key financial planning, budgeting, and forecasting process and management.&nbsp;Understands the link between budgets and strategic objectives of the organisation. Understands complex budgeting and financial management issues.&nbsp;Extensive knowledge on asset control procedures and management. Understands key financial performance indicators.&nbsp;Able to analyse financial statements and reports.	Strong communication skills: You are an exceptional listener.&nbsp;You communicate clearly.&nbsp;You write exceptionally well and you speak eloquently. You can explain just about anything to anyone.&nbsp;You’re comfortable on the phone or to groups of people – at any level.&nbsp;You are incredibly tactful when delivering the facts.&nbsp;&nbsp;&nbsp;	Leadership - The ability to inspire, motivate and direct individuals to take ownership of-, and achieve desired outputs.	Supply Chain Management - In-depth knowledge of supply chain management function policies and procedures, as well as the legislative framework governing the supply chain management function. Able to analyse the effectiveness of the supply chain and recommend improvements. Demonstrates in-depth understanding of costs and cost efficiencies within a supply chain, sustainable supply chain practices.	Exceptional critical thinking skills: you can identify gaps in logic and underlying causes of issues; You think on your feet.&nbsp;You like learning new things, and you can learn quickly.&nbsp;	Strong collaborator: You can work independently because you self-manage, with limited direction and guidance, but you also enjoy collaborating across dynamic and multi-cultural teams and are personable, helpful and incredibly organised.	Results oriented: You are proactive in handling competing priorities and meet your deadlines and commitments; you always demonstrate a “can do” positive attitude.	Confidentiality: You consider and protect the confidentiality of company data at ALL times.	IT skills: You are highly proficient in the full Microsoft Office Suite: Word, Excel, Powerpoint and Visio.	Flexibility to travel: You are ready to travel between 30 - 50% of the time across the globe to our operations and clients.

Responsibilities: <ul><li>Articulate a clear vision for the business unit based on company objectives.&nbsp;</li><li>Responsible to define the strategy of BU based on market opportunities, customer needs and therapeutic franchise goals.&nbsp;</li><li>Deliver BU objectives and build a solid Annual Brand Plans, including revenue growth and financial target, commercial execution, profitability, expense control, process optimization, productivity, employee development, and customer satisfaction.</li><li>Collaborate with the Commercial Excellence team for forecasting &amp; analytics to develop appropriate forecasts to drive commercial success and accuracy.</li><li>Improving result by monitoring key operational metrics, measurements, and targets.</li><li>Develop strategy to manage and engage Key Opinion Leaders and key customers of our products, maintenance strong relationship with them.&nbsp;</li><li>Provide leadership and support to team, establish and lead high-performance team which includes talent identification, development plans and succession plans.</li></ul> Requirements: <ul><li>University Degree with Science education ( eg: pharmacy, medicine ). MBA is advantage.&nbsp;</li><li>A minimum 15 years successful sales and marketing experience in pharmaceutical, healthcare, medical devices both sales and marketing with mixed local pharmaceutical and global pharmaceutical experiences. </li><li>At least 8 year must be in managerial position.&nbsp;</li><li>Extensive experience in portfolio of Cardiovascular &amp; Metabolic, or Gastrointestinal, or Ob&amp;Gyn or Respiratory, or Neuroscience or Paediatric or Medical Device.&nbsp;</li><li>Ensure compliance with appropriate SOP’s, policies and guidelines.</li><li>Preferable someone with close engagement with multi medical association including internal medicines, gastrohepatologist, endocrinologist, cardiologist, neurologist, obstetric and gynaecologist, and surgeon.&nbsp;</li><li>Possesses strong understanding of market and sales strategy. Track record in defining, planning and shaping strategies and initiatives that set direction for business unit and/or function.</li><li>Proven successful track records in achieving sales target with entrepreneurial mindset.</li><li>Experience involving managing financial performance, P&amp;L responsibilities.</li><li>Experience with significant people demands, track record of attracting &amp; developing talent, developing bench strengths and managing complex, diverse and remote workforce (People Management &amp; development of team)</li><li>Client Interface</li></ul> Key Working Relationships <ul><li>Local and International KOLs</li><li>Main National &amp; Regional stakeholders</li><li>Medical societies and patient associations</li><li>Internal stakeholders incl. Medical Affairs, RA, Patient Access, Commercial Excellence &amp; HQ team</li></ul>

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Customer Service Manager

CEO / Managing Director, Bulk & Corridors

Business Unit Head - Pharma / Pharma & Medical Device

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Customer Service Manager

CEO / Managing Director, Bulk & Corridors

Business Unit Head - Pharma / Pharma & Medical Device

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