Client Programme Executive

Are You Ready to Make an Impact at RSSL? Join Our Mission to Transform Lives Through Science, Innovation and Collaboration. At Reading Scientific Services Ltd (RSSL), we lead the way in scientific analysis, research, consultancy, and training. We provide services to the food, pharmaceutical, and consumer goods industries, as well as our parent company, Mondelez International. RSSL is dedicated to delivering world-class scientific solutions and outstanding customer service.

Recognised for our excellence, we were awarded CRO of the Year at the 2023 OBN Awards, adding to our previous accolades Employer of the Year, Enlightened Employer and Women in Business. If you are passionate about driving innovation and making a real impact, RSSL is the place for you!

Purpose: As the Client Programme Executive you will be responsible for ensuring flawless and smoothly executed pharmaceutical analytical testing programs according to defined timelines and cost. In this ‘hands on’ role, the Client Programme Executive is the key interface between the Customer, Commercial and Operations. The role will manage performance of multiple clients across the United Kingdom, focusing on clients where hands on interaction with project management will provide operational benefits and where there are opportunities to increase the numbers of samples and thus sales coming into RSSL. The role reports to the Client Programme Manager (CPM).

Primary Accountabilities / Responsibilities:

• Lead project execution for incoming work from predetermined UK clients, with accountability for project initiation, planning, execution and control (cost, time, quality and risk).
• Regular and potentially routine travel within the UK (to client sites) and regular travel to the RSSL laboratories.
• Understand Customer needs and commit to project scope and timelines. Secure agreement to the plan from the Laboratories involved and the Customer before work commences.
• Ensure Sample Reception and the Laboratories have all the information required to be able to undertake the work with minimal administration.
• Manage clients to ensure they deliver samples in line with the pre-agreed principles.
• Secure required resources and capacity commitments and obtain buy-in of all relevant stakeholders for planned and un-planned work where clients require PRS or quicker turnarounds.
• Build relationships with pre-determined clients to seek out further work opportunities.
• Engage with Commercial to build powerful teamwork to maximise incoming work opportunities.
• Network at Pharma events and Science hubs to build relationships and trust.
• Liaise with Commercial and operations to maximise our opportunities to bring in additional work.
• Prioritise and re-prioritise work where capacity limits are exceeded or laboratory performance is outside of agreed SLAs.
• Communicate and gain agreement with clients and laboratories to re-set expectations.
• Manage priorities to ensure minimal missed SLAs, loss of brand image and financial cost to the business.
• Monitor, review and be hands on with samples received to ensure work is completed within all laboratories (and sub-contractors) to the agreed SLAs.
• Identify potential and actual bottlenecks and be proactive in driving solutions to maintain performance in line with the agreed SLAs.
• Monitor, review and communicate all client SLAs to the CPM.
• Provide feedback on performance in the moment for time critical work.
• Clear communication of the SLA’s prior to samples arriving and delivering monthly SLA performance to the business and client.
• Deep dive and feedback on missed SLAs to drive a continuous improvement culture.
• Conduct internal and external meetings to ensure that all stakeholders and the customer are working in accordance with agreed to Project Plans and SLAs.
• Effective Internal and external communication of project status and risks ensuring stakeholders accountability and awareness.
• Timely escalation of critical project issues to the CPM.

Knowledge, Skills, Experience and Language Requirements:

• Educated to degree or professional qualification standard within pharmaceutical Industry with GMP understanding.
• Hands on experience with LIMS and laboratory reporting tools.
• Proven communication and negotiation skills.
• Intermediate level for MS Office (Word, Excel and PowerPoint).
• Solid analytical skills with the ability to create reports and conduct performance analyses that support the delivery of business SLAs.
• Proven record of strong project management skills including ability to successfully build and finish discrete projects within pre-agreed parameters.
• Ability to maintain calmness whilst multi-tasking with several stakeholders and re-prioritise in changing environments.
• Good communication and presentation skills with ability to adapt personal style to colleagues preferences and translate the departmental impacts to all levels of the business.
• Process Management – ensure all activities (both directly and indirectly) are delivered in-line with MDLZ policies and practices and actively promote good practice.
• Informing – keeps stakeholders and key partners updated.
• Peer Relationships - Collaborative style with ability to build partnerships both internally and externally, quickly finding common ground and solve problems for the good of all.
• Few years experience in a GMP laboratory management or team leader or technical role.
• Project Management experience.
• Understanding and working to Client legal contracts.
• Direct Client experience.
• Fluent in English.

More about this role: In return for your commitment, drive and enthusiasm, we offer an attractive benefits package within a highly successful international business that offers financial rewards and resources, including:

• Opportunities to learn and develop.
• Performance Related Bonus scheme.
• Contributory pension (between 8% to 11% employer contribution).
• Life assurance.
• 27 days holiday allowance (possibility to buy 5 extra days) + bank holidays.
• Employee Assistance Programme (EAP).
• A flexible benefits programme (Gym discounts, private health insurance, restaurant discounts, etc).

No Relocation support available.

RSSL is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.