Customer Master Data Manager

TekWissen is a global workforce management provider throughout the UK, Europe and many other countries in the world. The below client is an American multinational pharmaceutical and biotechnology corporation.

The Customer Master Data Manager will be a member of the UK GSC Leadership Team and will report to the Global Supply Chain (GSC) Market Lead UK. The colleague in role will lead and effectively deliver the ONE client Customer Account Management operations for client’s UK Customer Master Data team and support the broader GSC team with focus on Customer Service. The colleague will line manage the Customer Master Data team (CMD).

In this role, you will have significant accountability for:

• Developing, implementing, and continually evolving Customer Master Data strategies and processes for all client medicines sold by UK Therapy Areas (TAs) to meet internal and external evolution, and all Good Distribution Practice (GDP).
• Supporting, developing and inspiring colleagues within the Customer Master Data team to deliver against the organisational priorities and accountabilities.
• Leading on Customer Account Management and Validation to ensure compliant management of customer accounts in line with market evolution.
• Validating, managing, and maintaining customer accounts for all customers associated with client’s distribution approaches and compliantly meet expected performance standards.
• Collaborating and working in partnership with stakeholders and colleagues across UK organisation to identify and meet current and future needs of the organisation and market.
• Support and apply extensive technical and functional knowledge to projects which drive continuous improvement and capability growth within CMD and GSC team.
• Leading or supporting GSC UK defined projects aligned to strategic ambitions, including both functional, culture and colleagues.
• Building organisational understanding and engagement, ensuring transparency of the policies and their respective implementation actions.
• Using strong IT and Numerical Analysis tools and techniques to undertake deep-dive analysis to identify opportunities and drive efficiencies for CMD team.

This role will provide you with exciting opportunities to:

• Bring and implement innovative ideas, initiatives, and projects to GSC UK in line with One client UK and PGS strategic and cultural priorities.
• Provide Master Data team with strategic direction, line management, and collaboration with aligned functions to deliver critical priorities.
• Collaborate and partner across GSC EMEA to find solutions to Customer needs to provide exceptional service to first-time paying customers.

ROLES RESPONSIBILITIES

• Be the Subject Matter Expert and functional lead for all Customer Master Data business processes and IT systems changes related to client acquisition blueprints, distribution strategy, UK DTP model, and IT Application Strategies.
• Ensure all UK customer accounts are appropriately and compliantly managed, validated and maintained.
• Collaborate with internal colleagues and external Service Providers to ensure full second line resolution of escalated customer queries / issues within timelines required.
• Ensure all key decisions are clearly documented and maintained to achieve organisational memory and support review as required.
• Work closely with the DTP Logistics Service Provider (LSP) to ensure that all customers are compliantly managed and effectively implemented across all systems.
• Develop and implement Customer Master Data strategies and processes for all UK Customer groups and client UK medicines.
• Accountable for leadership of team’s goals, Customer Master Data KPIs and relevant GSC UK KPIs.
• Support colleagues and team to ensure delivery of business needs and priorities.
• Recognise and collaborate with individuals to ensure that all tasks can be completed to a high degree of competence whilst maintaining flexibility to adapt to internal or external change.
• Pro‑active cross‑functional collaboration with Commercial Portfolio including Commercial Customer teams, Supply Chain Quality and relevant functions to ensure success of workstreams and projects.

Innovation, Technology & Data:

• Internal and external networking to understand how the business and environment is evolving.
• Liaise with global & regional support teams as appropriate to ensure the most up‑to‑date tools and methods are available to the team.
• Seeking, scoping, and implementing opportunities for process improvements and innovations, and enhance client UK’s relationship with its customers.
• Oversee resolution of system interface failures (e.g. SAP ERP), between client & external Logistics Service Providers.
• Own the deployment schedule and provide technical business process support for related systems and support processes, tools and mechanisms.

Engagement & Culture:

• To support the delivery of engagement forums e.g. Virtual, F2F, communications and development of UK GSC culture and growth.
• As a member of the UK GSC Leadership Team, role model a ONE client and enterprise leader mindset across all approaches and ways of working.
• Identify internal and external best practice and share across teams internally and externally.
• Support colleagues to connect the Global Blueprint through to UK, through to GSC strategic priorities.
• Lead and support colleagues in continued growth and development.
• Role model our values of Courage, Excellence, Equity and Joy and promote a culture of wellbeing.

BASIC QUALIFICATIONS AND EXPERIENCE

• Pharmaceutical Industry experience or relevant experience from other industries.
• Working knowledge of the pharmaceutical supply chain, including a comprehensive understanding of Pharmacy customers.
• Strong leadership and management skills.
• Ability to plan and continuously prioritise workload to support business needs.
• Good interpersonal and networking skills – ability to network, influence and manage colleagues across disciplines and levels.
• Able to engage with customers to understand their needs whilst operating compliantly and professionally.
• Solid understanding of different customer segments.
• Commercial awareness of how medicines are typically used, across all Therapy Areas.
• Very strong Data Analysis / Numerical Analysis skills, including the ability to complete robust statistical analyses of large data sets.
• Logical Reasoning skills to form appropriate conclusions and then take compliant actions that improve the effectiveness of the supply controls.
• Ability to review and ensure alignment of all relevant policies, regulations, and internal guidance, with other teams across client as needed.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.