Hybrid Director Of Account Management and Customer Service - EMEA na Tower Cold Chain

The Director of Account Management and Customer Service - EMEA will be responsible for the overall management of Client Services and Account Management teams, including development, training and successful execution of orders on a daily basis.

The Director of Account Management and Customer Service – EMEA will play a critical role in building and sustaining systematic processes that support these goals and others, working from both the strategic perspective to define CCT’s approach and the ongoing operational perspective to implement them.

The role’s responsibilities will be varied and high impact, requiring cross-functional work and collaboration that enable the Director to act as a major change agent and ongoing operations leader. The role will work closely with Regional Sales Teams, BU Leaders, Director of Commercial Operations, Account Management and Customer Service Teams to understand our customer needs, with Senior Leadership to understand our business objectives, and with our Operations (Manufacturing, Supply Chain & Quality) teams to support ongoing processes & execution of orders.

The role will be both data and process driven but balance the need for rigor with speed to conceive and implement high impact solutions. The role will bring a strong operational background and an acute business sense, and you will pair these to drive outcomes.

Key Responsibilities

• Design, launch and sustain systematic processes that are critical to commercial success at CCT, including: identifying capacity and demand shortfalls across CCT services, sales forecasting, generating near term demand in coordination with Supply Chain, and enabling rapid and effective prioritization. Partnering with the Director of Commercial Operations and EMEA Regional Sales Directors to enact these changes.
• Overall Management of Client Services and Account Management teams, including development, training and process improvement for the EMEA Region.
• Work collaboratively across all departments at CCT to define processes, improve operational efficiency and manage their ongoing operations.
• Provide recommendations to Commercial and overall CCT leadership on our ongoing Operations approaches and strategies
• Commercial lead on escalation of critical customer issues.
• Be an excellent communicator, synthesizing complex information from disparate sources into concise and clear narratives, both internally to CCT and externally with other partners
• Ensure performance, training and customer satisfaction goals are achieved. Lead continuous improvement activities for the order fulfillment process to increase order accuracy and efficiency.
• Oversee all Account Management activities for all accounts within the EMEA region and with the AM and CS teams, provide internal support to sales efforts to implement, maintain and grow these accounts.
• Proactively partner with the operations teams at both CCT and legacy PTG to assure alignment with other business support processes. Build and maintain relationships both internally and externally with all parties involved in the sales process.
• Work with executive team on overall product and services pricing strategy and provide ongoing oversite of adherence to policy. Identify and manage opportunities to improve product margins for specific clients. Contribute to proposal development and submission in partnership with the sales team. • Contribute to the development, manage, administer, and train internal personnel and external sales professionals on the solutions and tools in support of the Client Services, Account Management, Sales and Marketing departments including CRM, forecasting and other systems and tools.
• Contribute to the development & management the tracking and reporting of sales activity (Spiro CRM), sales forecasting, productivity metrics and sales statistics against forecasts.
• Perform other duties as assigned.

Job Requirements

• Bachelor’s degree in Business or a related field
• 10+ years of successful Client Service Management experience and responsibility.
• 10+ years of successful team leadership experience
• 5+ years of applicable Account Management experience is preferred.
• Eager to learn and lead others to learn, ability to coach and mentor the professional growth of the Client Services team.
• Strong communication skills (written and verbal) with an ability to deal with all levels in a confident and professional manner.
• Demonstrated understanding of sales processes.
• Strong attention to detail and organizational skills.
• Strong training and presentation skills.
• Excellent customer service, listening, negotiation, facilitation, and problem-solving skills.
• Excellent computer skills including MS Office, ERP solutions, customer relationship management software (CRM), forecasting and other systems and tools, and call center software.
• Excellent analytical and data management skills.
• Experience in a smaller, fast-paced, entrepreneurial environment
• Experience servicing the pharmaceutical and biotech markets
• Occasional travel as needed.

Location for this role to be finalised.

Please note that we are not able to sponsor employment visas at this time and therefore can only accept applications from people who have employment rights in the UK.

Tower Cold Chain is committed to Equal Opportunities in employment and service delivery.  The policies and practices of the Company aim to promote an environment that is free from all forms of unlawful and unfair discrimination and values the diversity of all people.

We offer £Competitive +Bonus and Benefits.