Customer Operations Manager

hace 3 semanas

Barcelona, España Alexion Pharmaceuticals,Inc. A tiempo completo

Location: Barcelona, Spain

Job reference: R-191907

Date posted: 02/12/2024

**Position Summary***

An experienced Manager directly responsible to represent Global Supply Chain (GSC) within assignedRegionsand primary link in the relevant market affiliate/s with direct impact on alignment of commercial growth and Supply Chain Operations long and short-term strategy.

The role will be focused on product demand, strategic projectslead and execution, customer experience and operational improvement.

Responsible for building and creating effective communication flow between the affiliate and Global Operations acting as the link between Global Supply Chain and the assigned region/market developing strong business links, relationships and influence at many levels (Marketing, Finance, QA, Legal, Commercial, Patient Advocacy, Government Affairs, Market Access and Regulatory leads) and is integrated in the affiliates’ governance,actively participating in regular meetings and business reviews (leadership teams, country business reviews, integrated business plan).

Highly focused on demand, works with the Affiliate and Demand plannerson leveraging commercial strategies to optimize demand and supply resources and operational capabilities. Provides continuous business insights by proactively working with Commercial and Finance to balance demand and supply. Fully integrated in the demand management governance, leads demand prioritization and develops a solid demand communication scheme by challenging forecast and monitoring consumption trends.

Fully integrated in the Global Supply Chain function, participates in defining the strategy and process improvements focused on the Customer Experience. Project manages cross functional international projects, including deployment of digital solutions as well as enhancing current operational and strategic capabilities.

Leads alllocal initiatives and projects related to products such as early Access Programs(EAP), new product introductions (NPI), product transfers and retirement, product donations and compassionate use programs.

Works closely with Global Distribution by sharing market specific requirements and trends and coordinate mitigation and preventive action plans

Works independently on addressing, analyzing, and solving problems in various business areas selecting the most appropriate methods and practices, balancing business, and customer benefits and ensures Service Level Agreement and regulatory requirements are communicated efficiently and embedded in the Global Supply Chian end-to-end process (such as Controlled Distribution).

Represent Customer Operations in major product related projects within Global Supply Chain and plays a key role in leading business continuity plans and new product launch /product retirement.

Closely supports initiatives related to product enhancement and safety, such as serialization.

Contributes to expanding solutions driven by cost and process efficiency to broader business offerings such as introduction of a wholesaler or patient services, working closely with Commercial and Market Access in Customer accounting, segmentation and deploys most appropriate solution based on customer needs.

Leads Customer Experience initiatives and ensures market intelligence is clearly gathered and documented.Fully understand all the customer associated processes and consistently seek out areas and opportunities to improve overall team efficiency in alignment with local requirements and the International Customer Operations’ initiatives.

Supports the strategy of driving towards Carbon neutrality through innovation and collaboration.

Support the Senior Director and Director Customer Operations Management EMEAto Drive process and key organizational improvements plusCustomer Operations Management specific projects and initiatives.

***Principal** Respons**ibilities***

Ensures correct product inventory is always available implementing preventivemeasures to avoid out of stocks and root-cause analysis

Analyzes major stock issues proposing resolutions and coordinatinghyper cares

Drive the demand planning process in the markets together with the demand planners and ensures demand is understood and validated

Primary contact for new product launches, Early Access Programs (EAP) and all product supply related initiatives

Support the Demand Planner on highlighting step changes / major deviations to the volumes, coupled with the market intelligence

Ensure transparency on issues, challenges and opportunities

Develop and deliver optimal solutions for the Customers and patients.

Ensure all customer requirements are met from order to delivery of therapies and ensure full end-to-end supply chain service provisions supports same.

Provide follow-up and solutions to customers and sales team regarding order status, product availability, shipping information, damaged or lost product.

Develop close working relationships with commercial leadership within assigned

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