Strategic Operations and Customer Service Manager

Stratpharma is a fast-growing Swiss Dermatology company that is currently seeking a highly motivated and strategic-minded individual for the position of Strategic Operations and Customer Service Manager. This role will be responsible for overseeing the operations, customer service and marketing functions of the company.

The successful candidate will have the opportunity to be part of the senior management team and contribute to the overall growth and success of the company. This is a dynamic role that requires a combination of strategic thinking, operational excellence, and marketing expertise.

Tasks

• Collaborate with the EVP of Sales and CEO to develop and implement the US business strategy.
• Oversee administrative tasks in conjunction with the Director of HR.
• Provide product support to the inside sales manager and team
• Manage the Business Analyst along with EVP on Salesforce, data sheets, and shipping/logistics duties and projects.
• Oversee customer service inbound phone and email in line with ISO standards.
• Assist with planning and coordinating congresses.
• Help calculate bonuses, set up new customers, process orders, and provide training and onboarding to new employees.
• Work with marketing to manage carstock for reps, congresses and customers.
• Manage accounts payable for the US and oversee check processing.
• Manage pharmacy operations including product, inventory, data and billing.
• Work with third-party logistics providers and the Director of Logistics to ensure efficient operations.
• Develop and implement strategies to improve overall customer satisfaction and retention.
• Monitor customer feedback and identify areas for improvement in products or services.
• Collaborate with other departments to ensure a seamless customer experience throughout the entire customer journey.
• Build and maintain relationships with key clients and partners.
• Develop and oversee operational policies and procedures to ensure smooth business operations.
• Lead and manage a team of operations and customer service professionals, providing mentorship and coaching as necessary.
• Manage the budget and financial performance of the operations and customer service departments.
• Work closely with senior management to develop and execute strategic plans.
• Stay current with industry trends, best practices, and regulations related to operations and customer service.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field
• Experience of customer service and implementing customer service protocols.
• 5+ years of experience in operations and marketing, preferably in the pharmaceutical or medical device industry
• Proven track record of developing and implementing successful marketing and operations strategies
• Experience of working with Pharmacy operations.
• A track record in managing budgets and working within P&L.
• Strong analytical and problem-solving skills.
• Excellent communication and leadership abilities.
• Ability to work collaboratively and effectively in a fast-paced environment.
• Knowledge of regulatory requirements and compliance in the pharmaceutical industry i.e. REACH.

Benefits

This opportunity will see the successful candidate take up a pivotal role within the companies senior management team. It is a highly visible position that will have strategic and operational input to Stratpharmas next steps in its US expansion plan. This role is key in the companies development in the US market and comes with a high salary, health benefits and a lucrative bonus scheme.