Client Account Manager

As a Client Account Manager, you’ll manage a portfolio of Order to Cash clients, owning the day-to-day relationship and ensuring service delivery meets (and improves beyond) expectations. You’ll lead structured quarterly business reviews, drive continuous improvement, protect contractual and commercial position, and identify opportunities to grow existing accounts (including value added services). This role reports into the Senior Client Account Manager within a team of 9.

Location: South Normanton, Derbyshire – On-site / office-based (with occasional client travel as required)

Working Hours: 40 hours per week, Monday–Friday (9:00am–5:00pm)

Key Responsibilities

• Service Delivery & Client Management: Build and maintain strong, professional relationships with Alloga’s existing client base, aligned to company strategy. Represent Alloga confidently in client communications across face-to-face meetings, virtual meetings, calls and email. Ensure client enquiries are handled promptly and proactively communicate issues and resolutions. Agree and lead quarterly (minimum) business review meetings per client, with clear agendas and documented minutes/actions saved in the Client Accounts folder. Identify, scope and support delivery of new business and value added services for existing clients; liaise internally where clients request services not currently available. Support the Implementation Manager to ensure successful go-lives for new business. Take ownership of client service issues. Ensure appropriate incident/deviation reporting is initiated and owned by relevant departments and involve Quality where required. Work closely with Contract Operations Managers for clients with 3PL storage and distribution activity. Support client survey activity: secure responses, review feedback, contribute to improvements and client action plans.
• Strategic & Storage Planning: Understand evolving client requirements (e.g., storage needs) and how these align to Alloga’s strategic direction. Support the annual full-service storage review, capturing 1, 2 and 3-year forecasts for each client. Compile weekly storage reporting by client/product type; manage requests for additional space in line with defined process and contractual commitments. Contribute to change controls where required (e.g., client moves between buildings).
• Commercial & Contract Management: Protect account health by escalating significant risk. Ensure all accounts are commercially viable and supported by current agreements/contracts. Review commercial position at least annually and keep Client Account Plans updated (at least quarterly). Ensure inflation-linked price increases are implemented as defined in agreements and manage early-stage commercial discussions where renewals may be complex. Capture chargeable activity/value added services and agree rates where needed to enable appropriate cost recovery.
• Reporting & Administration: Produce and report monthly KPIs and performance updates (including supporting the Managers Business Review presentation). Contribute to monthly completion and improvement of the Client Account Managers Dashboard and associated tools (e.g., Client Matrix). Maintain QMS/client records and support due diligence/profile change processes. Update contractual risk tracking for current, expiring and overdue contracts.
• Compliance, Quality & Business Continuity: Maintain working knowledge of relevant regulatory requirements (including GDP) and support compliance with GDP/GMP (as applicable) and ISO certifications. Maintain awareness of Business Continuity plans and support recovery communications where required. Keep informed on industry topics impacting operations (including import/export considerations). Confident communicator with strong relationship-building skills and the ability to influence across internal teams and external stakeholders. Highly competent with Microsoft Office – particularly Excel – with strong presentation and reporting capability.

Proven client-facing account management experience, with strong capability in contracts and commercials. Understanding of supply chain/warehouse concepts is beneficial; pharmaceutical/FMCG experience is advantageous. Driving licence required (occasional travel may be needed).

Opportunity to work with colleagues across the wider Cencora organisation. Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.