Customer Relations Manager

My client is seeking a Customer Relations Manager to take on the primary relationship ownership of their UK wholesale and retail accounts. This role is pivotal in enabling strategic and operational collaboration to deliver exceptional service, strengthen partnerships, and support sustainable growth. The successful candidate will be at the heart of customer engagement, internal coordination, and supply excellence, ensuring our products are delivered reliably, compliantly, and competitively. Day-to-Day of the Role: • Customer Orchestration & Advocacy: Act as the single point of ownership for day-to-day and strategic interactions with national wholesalers and retail pharmacy groups. Coordinate with internal teams to support customer audits, respond to information requests, and continuously elevate service, quality, and compliance. • Customer Account Planning: Develop and execute account plans aligned with business objectives. Lead joint planning sessions and negotiate pricing, trading terms, and service levels. • Service Excellence & Supply Assurance: Enhance forecast accuracy, stock allocation strategies, and performance metrics such as OTIF and Fill Rate. Manage communications during supply constraints and recalls. • Quality, Compliance & Governance: Ensure all customer engagements comply with MHRA expectations and GDP requirements. Lead compliance audits and coordinate with Quality and Regulatory teams on relevant issues. • Customer Insights, Reporting & Continuous Improvement: Monitor and report on account health metrics. Conduct root cause analyses to resolve recurring issues and drive operational excellence. • Stakeholder Management: Build trusted relationships with customers and internal teams. Mentor and coach junior team members and champion a customer-centric, data-driven culture. Required Skills & Qualifications: • Qualifications: Degree in Business, Operations, or related field (desirable). • Experience: Proven experience in Customer / Key Account Management within pharmaceuticals or closely regulated life sciences. Familiarity with the UK pharma distribution and retail landscape is essential. • Skills: Excellent communication, negotiation, and stakeholder management skills. Strong ability to manage high-pressure situations such as shortages and recalls. Advanced Excel proficiency and comfortable with data-driven decision making. Benefits: • Competitive salary and benefits package. • Opportunities for professional growth and development. • Dynamic and supportive work environment. • 22 days holiday • Free Parking