Customer Operations Director Customer Operations Director …

Goodman Masson
in Ballinasloe, Connaught, Ireland
Permanent, Full time
Be the first to apply
Goodman Masson
in Ballinasloe, Connaught, Ireland
Permanent, Full time
Be the first to apply

We are looking for a Customer Operations Director to join a leading and respected industry leader and trusted partner, providing a comprehensive range of pharmaceutical services from the earliest stages of development through to commercial launch and ongoing supply.

This role is a key role within the Irish organisation and will play a crucial part in the success of the business' operations. This role, reporting to the Site Leader/ General Manager of the business, will provide leadership to a dedicated Customer Operations Team and be a key member of the Site Leadership Team (SLT).

You will do/be:

· Project Management (Key Accounts). Managing and developing best in class relationships with existing customers, this role will also drive organic growth within each of the accounts.

· New Product Introduction. Be the site-based leader for the Project Managers as they onboard new products and companies to the business. The successful candidate will also ensure the team align with the Global Leadership goals.


· Select, supervise, empower, coach, develop and retain a team of qualified individuals through effective employee development, performance management, succession planning and recognition. Manage the training and development of the team including cross training initiatives and on-boarding of new employees to the team.

· Facilitate the daily team performance meeting to ensure goals and objectives are met and to build a culture of safety, quality, performance, customer service and continuous improvement. Manage the team performance metrics and the customer scorecard.

· Ensure strong alignment and coordination with other business units and functional groups.

o Collaborate on best practices with other Business Unit Managers and Site Leadership.

o Represent Customer Ops on forums and processes such as S&OP, Site Management Meetings, Global Operational Meetings, Customer specific Business Review Meetings.

o Collaborate with the appropriate Business Development Manager to ensure seamless communication with the customer, including working with him/her on future and existing business quotations

· Coordinate and facilitate the customer Quarterly Business Reviews to successful outcomes.

· Knowledge of and adherence to all cGMP as well as EHS policies and procedures.

· Develop strategic initiatives for the department to align and support high level site goals for customer services, business growth, employee engagement.

· Engage and promote synergies across the global network for the relevant department. Develop and build key relationships with cross functional leaders within the global network


The ideal candidate will possess the following experience and skills.

· Bachelor's Degree in a related field and minimum 3 years' experience in a relevant area (eg Supplier Relationship Management, Contract Manufacturing Organization (CMO) Management, or relevant Supply Chain experience)

· The candidate should be able to demonstrate proficiency in a project management philosophy/ system and be able to demonstrate examples of effective use of PM tools.

· Ideally, the candidate will be able to demonstrate their experience in handling customer communications including examples of escalations, expedited responses (fast turnaround of orders), organic growth in key accounts.

· Experience of hosting periodic business review meetings with customers.

· Demonstrated experience in Continuous Improvement initiatives in a service environment.

· Ability to influence leaders and members of sister departments such as Supply Chain, Operations, Finance etc.

· Ideally, have experience working in a cGMP environment.

· Ideally, have a good working knowledge and experience in using an ERP system such as SAP, JDE, Oracle etc.

Company Overview

With a team of over 200 and growing every day, Goodman Masson is one of London’s specialist Finance and Technology recruitment businesses. Voted ‘Best Recruitment Company to Work For’ in 2018, our passion for what we do is clear.

Based in London, Düsseldorf and New York, we hold annual revenues exceeding £42 million. This includes Qualified & Part-Qualified / Transactional Finance, Actuarial & Investment Management, Audit, Banking Operations, Compliance & Financial Crime, Front Office, Housing Development, Information & Cyber Security, Technology, Digital & Data, Product Control & Valuations, Projects, Change & Transformation, Risk & Regulation, Tax and Treasury.

We also have a Solutions team who provide RPO, hybrid and volume recruitment services. Alongside this, Goodman Masson have developed an Executive Search team who focus on sourcing C-suite talent to fee earning Legal partners.


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