Client Relationship Manager

Overview

In this role you serve as the primary contact for service management, ensuring high-quality, timely support for healthcare logistics programs. You’ll collaborate with customers, account teams, and operations to meet or exceed service standards and resolve issues. You will shape solutions with cross-functional teams, respond to special requests, and discuss program status with clients to strengthen partnerships. This role offers the chance to impact service performance and customer satisfaction within Marken’s logistics network.

Responsibilities

• Serve as a central point of contact for service management and issue resolution
• Ensure adherence to, or exceeding, agreed service and response standards during program delivery
• Build and maintain strong relationships with customers, account management, and operational teams to influence service performance
• Work cross-functionally to align activities with customer requirements and Marken guidelines
• Manage special requests for enhanced service or shipment monitoring
• Collaborate with customer logistics teams to develop and implement solutions for new business requirements per Marken guidelines
• Attend client meetings to review program status and service issues
• Develop understanding of customer industry requirements and logistical complexity to support Marken initiatives
• Maintain knowledge of Aviation/Airline Networks relevant to operations
• Communicate effectively to influence stakeholders and resolve issues

Key requirements

• Excellent communication skills with the ability to influence others
• Strong problem solving and prioritization abilities
• Ability to work cross-functionally and build working relationships with diverse teams
• Experience in customer service or service management within a logistics context (preferred)
• Knowledge of aviation/logistics networks (beneficial)
• Location-flexible within the UK for multiple sites

• Excellent communication
• Influence and stakeholder management
• Cross-functional collaboration
• Understanding of Aviation/Airline Networks
• Cross-functional process alignment
• Customer service standards and performance measurement

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