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West Pharma

Oct, 13

Remote Possible

Customer Care




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Manager Customer Engagement

Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.

At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.

Job Summary:

The Manager Customer Engagement is a client-facing role, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. Within this function the individual is responsible for providing leadership to the team. As the trusted advisor and advocate for our customers, the Manager Customer Engagement enables the team to manage the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Manager Customer Engagement will collaborate with CS Operations to ensure all needs are understood and met. Together with CS Analytics & Digital Solutions this role enables a digital experience for the customer transforming the way we do business together, enhancing the online interactions our customers have with West. This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction.

Essential Duties and Responsibilities:

Leading the Customer Engagement EMEA team and helping implement the new structure by proactive change management and motivation of the team
Providing differentiating service for Strategic Accounts, owning our customers journey
Aligning with Global counterparts to create one global customer experience
Serving as SPOC for all customer relationship matters within the assigned accounts
Identifying key customer stakeholders and develop strategies to build trusted advisor relationships with them
Maintaining a regular interaction with assigned accounts to proactively identify potential issues and additional potential opportunities
Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
Sustaining a sense of urgency across the organization to solve customer issues
Customer Satisfaction, as measured by NPS (Net Promoter Score)
Handling daily customer interactions professionally and patiently by phone and email
Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
Informing customers of interruptions to order schedule and review next best outcome together.
Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
Managing deviation agreements
Assisting in resolving invoicing discrepancies with internal AR
Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks

Education and Experience:

University degree
3-4 years of experience in leading a team in client services or customer service
8 years of experience in client services or customer service
Prefer 2-3 years’ direct experience in customer interaction roles
Knowledge or experience with ERP tools like SAP with Sales and Distribution

Knowledge, Skills and Abilities:

Working knowledge of MS Office or the willingness to learn it quickly
Highly proficient in written and spoken English
Ability to deliver great customer experience and to be invigorated by constant personal interaction
Strong communication skills
Strong people skills – approachable, good listener, empathetic
Strong learning capacity
Ability to work independently in global environment
Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
Able to comply with the company’s safety policy at all times

Physical and Travel Requirements

Sedentary environment
Communication, quick decision making, interpreting data, reading or writing, public speaking -- must be able to express or exchange ideas with team members
Must be able to understand direction and adhere to established procedures