Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

Summary:

Under the direction of the Personalized Supply Chain Senior Director, the Senior Manager will support the development of World Courier and ICS’s cell and gene therapy (CGT) and direct-to-patient (DTP) service lines to position World Courier as the industry’s partner of choice for CGT and DTP logistics at clinical and commercial scale, resulting in winning new business in this segment; support the service line, internally and externally. Focusing on commercial and strategic activities to drive growth; support flawless execution of the CGT and DTP service through liaison with other World Courier and ICS functions (Marketing, Sales, Operations, IT, Quality Assurance, Regional and Country Management, etc.); and anticipate CGT and DTP customer needs and supporting any resulting capability projects.
The Service Manager will work closely with the Service Director to drive the commercial success of the service. Focusing on US (NORTHAM), the Service Manager will liaise with Operations, Customer Service, Customer Success Project Management, Quality Assurance and Country/ Regional leadership to ensure we meet and exceed customer expectations for service delivery. The role will include global coordination as clients in US scale worldwide.

Principal Duties & Responsibilities

• Support the Service Director by working with sales and marketing teams to design a marketing program for CGT and DTP

• This will include conference attendance and speaking engagements, as well as input into the development of sales collateral, and other outbound marketing activities

• Apply CGT and DTP expertise to help local sales teams develop the North American pipeline of cell and gene therapy opportunities

• This will include identification of prospects, pre-sales activity, input into tenders and large quotes

• Encourage flawless execution through liaison with operations and customer service teams, development of Standard Operating Procedures and Work Instructions

• Trouble shoot existing customers and projects to ensure that all client interactions convey World Courier’s logistics platform capability

• Maintain a network of CGT and DTP decision makers and represent World Courier to clients and prospects

• Represent World Courier at CGT and DTP conferences

• Be aware of competitive offerings and maintain a perspective of World Courier’s differentiators in the market

• Promote the CGT and DTP service lines and its operational requirements within World Courier

• Alongside the Service Director, work with Quality Assurance to understand the cause of service deviations.

• Act as a point of contact in NORTHAM, for CGT and DTP suppliers and partners; maintain good relationships with these external parties to drive value from the interactions between World Courier and our clients

• Constantly input into the development and maintenance of a roadmap for service improvement, drawing upon awareness of evolving customer needs and competitive offerings

Knowledge & Skills:

• Minimum 10 years' experience in a client facing, commercial or operational role in clinical and commercial supply in the healthcare industry

• Minimum 3 years logistics experience in decentralized trial logistics and Cell & Gene Therapy

• Must be fully capable of discharging all aspects of the Customer Service role consistently and to a high standard

• Must be able to take on ownership of projects required by Management

• Able to provide relevant information on request

• Good communication skills – verbally & written

• Able to delegate and give instructions as appropriate

• Able to share knowledge and experience to improve the abilities of all associates

Required Skills and Qualifications:

• Ability to work as part of a team and independently

• Self-motivated

• Remains Calm under pressure

• Flexible attitude

• High attention to detail

• Uses own initiative

• Able to prioritize workload

• Able to multitask

• Friendly & polite

• Presentable<