Client Account Manager

Job Details

Job Purpose:

To manage a portfolio of current Order to Cash clients, oversee and report on service delivery, drive improvement, maintain contractual agreements and identify and secure further commercial opportunities.

Responsabilities :

• Develop and maintain positive, professional relationships with Alloga’s existing client base, while supporting the company’s strategy.
• Present Alloga and its services professionally through face-to-face meetings, telephone calls, virtual meetings, emails and other communication channels
• Respond effectively and promptly to client needs, enquiries and service-related issues
• Agree and manage a schedule of client business reviews, ensuring that each client has at least one structured review per quarter, supported by an agenda, meeting minutes and documented actions.
• Identify, scope and support the implementation of new business opportunities and value-added services for existing clients
• Work with the Implementation Manager to support the successful go-live of new business
• Monitor clients’ perception of Alloga’s services and work with the relevant internal departments to address service gaps or areas requiring improvement
• Support the Alloga Client Survey process, review client feedback and contribute to appropriate improvement actions
• Take ownership of client-related service issues and contribute positively to their resolution, helping to minimise potential losses or service disruption for both the client and Alloga.
• Ensure that relevant deviation reporting is initiated following incidents that significantly affect a client’s service or products, involving Quality colleagues when required.
• Work closely with Contract Operations Managers for clients with 3PL storage and distribution activities
• Understand clients’ future requirements, including storage needs, and ensure that one-, two- and three-year forecasts are captured
• Prepare weekly storage reports by client and product type and manage storage levels that fall outside agreed allocations
• Contribute to Alloga Change Controls associated with significant business changes, including the relocation of clients between buildings
• Identify and escalat substantial commercial risks, including potential loss of business or risks to the profitability of service provision.
• Ensure that client accounts remain commercially viable and are supported by current agreements or contracts.
• Review clients’ commercial outlook at least annually and ensure Client Account Plans are updated accordingly.
• Support the implementation of inflation-linked service fee increases, general rate reviews and new revenue opportunities.
• Support contract renewal discussions and ensure that legal approval is obtained for contractual amendments before signature.
• Ensure that chargeable activities and value-added services are captured and that appropriate rates are agreed with clients.
• Maintain an appropriate understanding of pharmaceutical industry requirements, including Good Distribution Practice, commercial developments and the effects of imports and exports on business processes and revenue.
• Produce and report monthly KPIs, identify service issues and work with clients and internal departments to improve performance.
• Maintain accurate client information, account plans, risk registers, operating procedures, task instructions and relevant reporting dashboards
• Support due diligence and client profile change processes
• Collaborate effectively with Operations, Quality, Finance, Customer Care, Implementation and other internal stakeholders
• Deputise for the Senior Client Account Manager when required
• Ensure that activities are undertaken in accordance with applicable company procedures, client instructions, Standard Operating Procedures, GDP, applicable GMP requirements and relevant ISO certifications

Requirements :

• Degree-level education or significant professional experience in a similar position
• Previous experience within the pharmaceutical or FMCG industry would be a strong advantage
• Understanding of supply chain and warehouse concepts
• Sound knowledge of Good Distribution Practice
• High level of competence in standard Microsoft Office or equivalent workplace computer applications
• Excellent presentation skills
• Ability to complete training in all relevant Standard Operating Procedures within the required timeframe
• Good commercial awareness and a service-oriented approach
• Ability to support the development and implementation of new business opportunities
• Ability to work effectively with clients and cross-functional internal teams
• Ability to operate in accordance with company procedures, health and

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