Client Services Manager

About Zuellig Pharma

Zuellig Pharma (ZP) is one of the largest healthcare services groups in Asia and our purpose is to make healthcare more accessible.

For over 100 years, we have been the trusted partner for healthcare companies looking to realize opportunities in Asian markets. With our deep-reaching infrastructure and sole focus on healthcare, we offer our clients unparalleled access to all healthcare channels across 13 countries in the region. Our focus is always about combining our market insight with a thorough understanding of your needs to deliver the best solution that connects you to patients. We believe delivering your products is only the first step to capturing the Asian markets. That is why we have continued to invest in developing innovative solutions that expand across Distribution, Clinical Reach, Sales & Marketing, Patient Centered Services, and Community Pharmacies.

Zuellig Pharma is the leading provider of distribution services to manufacturers in the life science industry in the Asia Pacific region. With operations in 13 countries or territories Zuellig Pharma has strong market positions, critical mass, broad geographic coverage and significant potential for continuing growth.

JOB PURPOSE

• Manage and enhance relationships with clients and manage key clients' financials, specifically ZP profitability and NWC positions.
• Develop and maintain a strategic Key Account plan for each key client and drive win-win collaborations and engagements with key clients in the market.
• Strategically drive client satisfaction and increased loyalty/stickiness. Directly lead client engagements at the market level, Coordinate with different functions (quality, operations, finance, etc.) to provide standardized responses to client requests. Organize QBRs and executive connections regularly, maintaining frequent touch points with clients to gather feedback and address their business needs. Set high standards of care to keep clients engaged and satisfied, contributing to the improvement of client survey results and net promoter score. Remain available with a quick response time and problem-solving attitude.

KEY RESPONSIBILITIES

Strategic Expectations

• Key contact point to manage internal and external stakeholders in the market while providing quick, standardized responses.
• To implement robust processes, workflows, and templates to drive standardization and productivity. Success requires resilience, consistency, and determination.
• Working on multiple topics concurrently with tight deadlines with strong communication and organization skills to ensure alignment and timely engagement of stakeholders internally and externally.
• Intense financial negotiations require business and financial acumen.
• Aligning legal contracts post-negotiation and working closely with the legal team to translate the negotiated terms into legal terms.

Operational Accountabilities:

• Key point of contact for Clients and act as liaison between the Clients and other departments within the company.
• Develop, execute, and monitor all initiatives with Clients in line with Company’s objectives and strategies and identify opportunities to grow Client’s business and increase company’s revenue.
• Work closely with Clients’ commercial units to drive business growth, new product launches or promotional plans.
• Coordinate, prepare and conduct meaningful business review sessions with clients that are customized to different clients’ needs.
• Proactive engagement and communication with clients to keep all parties up to date with the latest developments on both sides which may include in the marketing of digital tools or solutions to Clients.
• Review, monitor and analyze inventory stockholding to meet client overall healthy stockholding levels.
• Attends, participates, and conducts meetings including cross-functional meetings when needed. Supports and participates in cross-functional projects as and when assigned/appropriate.
• Lead, coach and inspire team members to initiate business discussions, providing possible solutions and the best client experience to Clients.
• Performs other duties as assigned when required.

REQUIREMENTS

• Possess a Degree in Business Management or equivalent
• 7-9 years working experience
• Good in time management and able to meet deadlines
• Strong organizational skills, quick to learn new concepts and work independently