Customer Operations Manager

An experienced Manager directly responsible to represent Global Supply Chain (GSC) within assigned Regions and primary link in the relevant market affiliate/s with direct impact on alignment of commercial growth and Supply Chain Operations long and short-term strategy.

The role will be focused on product demand, strategic projects lead and execution, customer experience and operational improvement.

Responsible for building and creating effective communication flow between the affiliate and Global Operations acting as the link between Global Supply Chain and the assigned region/market developing strong business links, relationships and influence at many levels (Marketing , Finance , QA, Legal, Commercial, Patient Advocacy, Government Affairs, Market Access and Regulatory leads) and is integrated in the affiliates’ governance, actively participating in regular meetings and business reviews (leadership teams, country business reviews, integrated business plan). 

Highly focused on demand, works with the Affiliate and Demand planners on leveraging commercial strategies to optimize demand and supply resources and operational capabilities. Provides continuous business insights by proactively working with Commercial and Finance to balance demand and supply. Fully integrated in the demand management governance, leads demand prioritization and develops a solid demand communication scheme by challenging forecast and monitoring consumption trends.

Fully integrated in the Global Supply Chain function, participates in defining the strategy and process improvements focused on the Customer Experience.  Project manages cross functional international projects, including deployment of digital solutions as well as enhancing current operational and strategic capabilities.

Leads all local initiatives and projects related to products such as early Access Programs (EAP), new product introductions (NPI), product transfers and retirement, product donations and compassionate use programs.

Works closely with Global Distribution by sharing market specific requirements and trends and coordinate mitigation and preventive action plans

Works independently on addressing, analyzing, and solving problems in various business areas selecting the most appropriate methods and practices, balancing business, and customer benefits and ensures Service Level Agreement and regulatory requirements are communicated efficiently and embedded in the Global Supply Chian end-to-end process (such as Controlled Distribution).

Represent Customer Operations in major product related projects within Global Supply Chain and plays a key role in leading business continuity plans and new product launch /product retirement.

Closely supports initiatives related to product enhancement and safety, such as serialization.

Contributes to expanding solutions driven by cost and process efficiency to broader business offerings such as introduction of a wholesaler or patient services, working closely with Commercial and Market Access in Customer accounting, segmentation and deploys most appropriate solution based on customer needs.

Leads Customer Experience initiatives and ensures market intelligence is clearly gathered and documented. Fully understand all the customer associated processes and consistently seek out areas and opportunities to improve overall team efficiency in alignment with local requirements and the International Customer Operations’ initiatives.

Supports the strategy of driving towards Carbon neutrality through innovation and collaboration. Support the Senior Director and Director Customer Operations Management EMEA to Drive process and key organizational improvements plus Customer Operations Management specific projects and initiatives.

Principal Responsibilities

 Ensures correct product inventory is always available implementing preventive measures to avoid out of stocks and root-cause analysis

 Analyzes major stock issues proposing resolutions and coordinating hyper cares

 Drive the demand planning process in the markets together with the demand planners and ensures demand is understood and validated

 Primary contact for new product launches, Early Access Programs (EAP) and all product supply related initiatives

 Support the Demand Planner on highlighting step changes / major deviations to the volumes, coupled with the market intelligence

 Ensure transparency on issues, challenges and opportunities

 Develop and deliver optimal solutions for the Customers and patients.

 Ensure all customer requirements are met from order to delivery of therapies and ensure full end-to-end supply chain service provisions supports same.

 Provide follow-up and solutions to customers and sales team regarding order status, product availability, shipping information, damaged or lost product.

 Develop close working relationships with commercial leadership within assigned region/market

 Build excellent working relationships and regular contact with stakeholders such as Commercial, Sales, Finance, Credit Management, Distribution, QA, Regulatory and Contracts.

 Work to facilitate strong and efficient points of contact between affiliate, GSC and all the existing and new Customers.

 Drive the necessary processes to ensure 100% compliance with all regulatory requirements and be a key support for internal and external audits and inspections to enable affiliate certification.

 Report any quality issues promptly to the designated person and initiate mitigation plan or appropriate actions, follow up on closure of action

 Provide regular reporting and feedback on the key challenges and take the initiative to proactively solve issues or reach out to other Depts. for support required.

 Ensure decisions made on acceptance or denial of returns, credits, and rebills meet Alexion’s policies in coordination with the Finance team.

 Ensure the relevant Customer Business Reviews and Business Performance metrics drive best-in-class Supply Chain service to Alexion customers.

 Works closely with Global Distribution by assessing service level impacts, sharing market specific requirements and trends and coordinate mitigation and preventive action plans

 Working closely with the Business Intelligence and Reporting function, actively track, measure, and analyze key activity within the affiliate and feed into the regional and international reporting requirements

 Drive a strong culture of Customer Centricity within the team and in line with key Business objectives

 Effectively and efficiently manage key Business Projects, locally, regionally, and globally, as assigned by the Senior Director and Director Customer Account Management EMEA and deliver on timelines and tasks as required and in accordance with project dates.

 Support the implementation of solid professional and collaborative relationships with other Regional and Global peers, various field personnel and other internal departments, with regular meetings and operational updates.

 Parallel to main responsibilities, the role also seeks to achieve continuous enhancement of the local and regional Customer Operations team through implementing best practices, improving compliance, consistency, and communication, in conjunction with the Global Customer Operations Team.

Qualifications

A solid experience in customer operations management is mandatory, with experience in the pharmaceutical industry and of leading Key Projects and continuous improvement methodologies would be a strong plus

 Experience of hospital business, preferably in highly specialized markets/orphan drugs, would be a benefit

 Clear understanding of local regional and international order to invoice processing for pharmaceutical

products

 Demonstrated relationship management (both face-to-face and remotely)

 Good knowledge of business controlling and accounting principles

 Strong knowledge of SAP SD and MM

 Experience of leading or supporting the implementation of an EDI platform would be a strong plus

 High sense of ethics and responsibility, highly reliable

 Leadership and management skills, previous people management responsibilities are a requirement

 Excellent communication and relationship building skills

 Strong process improvement and project management focus

 Ability to lead and take initiatives, and to drive change

 Rigorous, organized and process oriented

 Analytical, curious, and dynamic mindset

 Well experienced to deal with sales team and customer inquiries, with exceptional oral and written communication skills a must

 Flexibility and ability to adapt to changing priorities

 Knowledge of Supply Chain Operations

 Computer literate, with MS Office (Word, Excel, Outlook)

 Fluency in English both written and oral; fluency in other European languages is desirable.

Education

 University Degree in Business Related or Supply Chain preferred

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.