Client Account Manager

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Job Purpose: To manage a portfolio of current Order to Cash clients, oversee and report on service delivery, drive improvement, maintain contractual agreements and identify and secure further commercial opportunities.

Responsibilities:

• Service Provision
• To develop and maintain a positive relationship with Alloga’s current Client base, whilst actively supporting Alloga’s Company Strategy.
• To present Alloga and its services to Clients in a professional manner through direct communications in face-to-face meetings, telephone calls, virtual meetings, e-mails, and any other communicative mediums.
• To ensure all contact with Clients is responsive to their needs.
• To ensure a schedule of business reviews appropriate to each Client is agreed, but at least one meeting per quarter, conducted with a planned agenda, the output of which can be demonstrated through meeting minutes or noted actions saved in the Client Accounts folder on the network.
• To explore, scope and potentially implement new business (inc. Value Added Services) to the benefit of existing Clients, and support Alloga’s broadening of services.
• Support the Implementation Manager as appropriate to ensure a successful go-live for new business.
• To ensure a strong perception of Alloga’s service proposition from current Clients, providing effective communication to the business, or relevant department, where a Client’s perception of our services falls short of what would otherwise be expected.
• To support Alloga’s Client Survey in securing an appropriate and timely response. Furthermore, review all feedback provided, and where appropriate contribute to any improvements highlighted, and respond to the client in conjunction with the agreed Action Plan.
• Where a Client’s Service is impacted by Alloga’s actions, to provide a positive contribution to resolution; demonstrated through ownership and potential mitigation of any loss that may be incurred by the Client and minimise the impact of any loss exposure to Alloga.
• Where a specific incident or action has significantly impacted Service to a Client, or its product, to ensure all relevant NIE/QIR deviation reporting has been instigated and owned by the relevant department, and where necessary involve Quality colleagues in all relevant discussions with Clients.
• To ensure timely response to Client enquiries and proactively communicate issues to Clients.
• To work closely with Contract Operations Managers where a client also has an element of 3PL ‘Storage and Distribution’ activity.
• Strategic
• To understand future Client requirements (i.e. storage) and how their plans might fit with Alloga’s property and/or strategic direction. Support the annual Full-Service storage review ensuring 1,2 and 3 year forecasts are captured for every client.
• Compile weekly storage report by Client by product type, be aware of and follow the defined process for Clients requesting more storage space, including agreeing contractual commitments required. Manage clients’ storage levels where outside of agreed allocations.
• Where appropriate, raise and contribute to Alloga Change Controls to manage key business changes e.g., movement of clients from one building to another.
• Commercial
• Appropriately escalate where a substantial risk to the account exists – either loss of business or substantial exposure to Alloga’s profitability of service provision.
• To ensure all Clients’ accounts remain commercially viable, supported by a current Agreement/Contract. Review Clients’ commercial outlook no less than once per year and ensure that Client Account Plans are updated accordingly.
• Ensure inflation-linked service fee increases are implemented as defined in the Agreement. Commence discussions in advance, escalating any negotiations that will likely run beyond the initial term or become challenging commercially.
• Deliver and record additional revenue achieved for the business because of an inflationary increase, general rate review or new business from existing clients – via the Client Account Managers Dashboard.
• Where a Client’s contract nears its expiration, to conduct or support renewal discussions, ensuring the legal framework for any amends have been approved prior to signature.
• To ensure that all chargeable activity/value added service is captured and where necessary a new rate is agreed with a Client to enable the cost to be charged back appropriately.
• Regulatory
• To maintain a reasonable level of understanding relevant to the industry, from both a regulatory (GDP) basis, and commercial intelligence.
• Awareness of the effects of Brexit on the business, specifically in terms of imports and exports and impact on processes and revenue.
• Be aware of the Alloga Business Continuity Plan and effect recovery plans and communication as part of this.
• Reporting and Admin
• Contribute to the timely monthly completion and evolution of the Client Account Managers Dashboard to ensure it remains relevant and useful to Client Account Managers.
• Contribute to the upkeep of the Clients Accounts Manual, including creating and updating Task Instructions and SOP documents where required.
• Utilise the Client Matrix as a tool to collate data and feed into the appropriate areas of the Client Account Managers Dashboard. Support the monthly updating of this document as appropriate.
• Ensure that the Client List in the Alloga QMS (CD/GEN/0234) is up to date for all Clients and ensure that any changes to Clients, (e.g. Client exiting change in model from FS to 3PL or vice versa) are reflected.
• Update contractual Risk Register with information on all current, expiring, and overdue contracts – currently done via the Client Account Managers Dashboard.
• To produce and report Monthly KPI’s, identifying service issues, and working with the relevant department and/or Client to improve performance.
• To report on Clients’ monthly performance, currently through the Managers Business Review Presentation.
• Ensure all Clients have an active Client Account Plan, updated at least quarterly.
• Support the Client Profile Change and Due Diligence process and contribute to the monthly report completed by Senior Client Managers.
• General
• To ensure that all direct reports adhere to the Company Health & Safety policies/standards at all times.
• To ensure that all accidents and near misses are reported immediately to the HS&E Manager.
• To ensure that all department activity is performed in accordance with company procedures and client instructions.
• To carry out any reasonable requests as determined by Management.
• Deputise for Senior Client Account Manager where appropriate.
• Comply with all applicable Standard Operating Procedures and Training Manuals in order to ensure activities are performed in compliance with relevant requirements of GDP, GMP (as applicable) and any ISO certifications held by the company.

Personal Attributes:

• Flexible approach to work, able to plan and prioritise effectively.
• Confident, enthusiastic with excellent interpersonal skills.
• Strong team player, with the ability to also work with a level of autonomy.
• Uses initiative and judgement effectively to make logical decisions.
• Service orientated, with good commercial awareness.
• Ability to display resilience, and determination to provide high quality service.
• Ability to drive and support new business.

Knowledge, Skills, and Experience Required:

• Educated to Degree Standard or with a significant amount of experience in a similar role.
• Experience within the Pharmaceutical/FMCG industry a distinct advantage.
• Understanding of supply chain/warehouse concepts.
• Highly competent in standard office computer packages with excellent presentation skills.
• Sound Knowledge of Good Distribution Practice.
• Trained in all relevant SOPs within 3 months.

Key Working Relationships:

• Head of Client Accounts and Customer Care.
• Senior Client Account Manager.
• Client Account Managers.
• Implementation Manager.
• Head Of Customer Relations.
• Consumer Key Account Manager.
• Customer Care/Customer Care Managers.
• Operations.
• Quality.
• Finance.
• Existing Clients.