SGS is the world’s leading Inspection, Verification, Testing and Certification company, with over 89,000 employees in 2,600 locations around the world. We deliver solutions to a wide range of key sectors and industries in Ireland; our solutions support Government agencies and enterprises in dynamic sectors such as Transport, Trade and Life Sciences, to help organisations and consumers to stay compliant and safe.

Established in 1998, ISL is a centre of excellence for all aspects of pharmaceutical testing including method development & transfer, reference standard testing, stability management and QC Release & Stability testing. ISLs’ main focus is to ensure the safety of the medicine, for the millions of patients who take the products we test. This is achieved through a strong quality focus and an excellent Health Authority audit history and reputation. ISL has a dynamic team culture, committed to employee development. Since April 2021, ISL has transitioned from a service laboratory within a large Pharma company, to an independent laboratory with multiple customers as part of the SGS network

Main Purpose of Role

As a member of the senior management team, Lead the development of the Client Services function in ISL. Working with ISL and the global business development and commercial operations teams, identify and implement required staffing and business processes. Provide customer input to development of the ISL Technology Strategy and identification of new service offerings. Ensure definition and potential implementation of new service offerings.

Act as a liaison between select major clients and the laboratory, to ensure maintain high customer satisfaction. Prepare and oversee the preparation and submission of responses to all Requests for Proposals (RFPs) and complex quotes. Collaborate with clients and ISL leadership team to prepare project plans, provide status updates of ongoing projects and monitor SGS activities against quote scope. Manage business related complaints relating to Service Quality from enquiry to payment received.

People Management responsibility for the Client Services team, once in place. The Client Services Lead reports to the Head of ISL

Key Accountabilities

• Lead the development of the Client Services function, defining future process and role requirements. Recruit and train new team members. Define processes.
• People management responsibility for the evolving team, as well as for Business Development/ Sales roles
• Lead the evaluation of new business opportunities and new technology requirements, supporting business development to understand the needs of the client and providing input to ISL strategic plan
• Build understanding of customer needs and help identify and develop skill and process needs for the future
• Co-ordinate development of business processes to support new offerings
• Enhance processes for providing quotations and estimates and project management. Ensure routine data and templates required to quickly respond are readily available
• Develop and maintain pricing strategy.
• Work with the lab and business development to scope and prepare client proposals for complex jobs
• Ensure the preparation of responses to Requests for Proposals (RFPs) and appropriate contract review
• Lead client interactions for major projects- project management of the activity
• Collaborate with clients and ISL team to prepare project plans, provide status updates of ongoing projects and monitor SGS activities against quote scope. Ensure strong understanding of the needs of the client.
• Responsible for facilitating calls with and site visits by new Customers
• Support ISL marketing strategy
• Support revenue forecasting activity and delivery of revenue targets as part of ISL senior leadership team
• Participate in ISL Sales and Operation (S&OP) governance proces
• Develop effective communication methods with the laboratory to discuss performance, successes, concerns and challenges in meeting due dates.
• Ensure all sample, documentation, methodology related issues are resolved with the client prior to booking the sample(s) for testing. Ensure follow up with customer on receipt of samples
• Act as the voice-of-the-customer in ISL. Manage business related complaints relating to Service Quality from enquiry to payment received.
• Ensure that all client requests for information pertaining to analytical testing are met in a timely and effective manner.
• Ensure sales and account managers are assisted with technical queries regarding new business to ISL

• At least 3 years leadership experience in a customer relationship management role in a Pharma contract services organisation
• Science graduate degree in Chemistry, Pharmacy or equivalent education and have a minimum of 3 years in analytical services
• Excellent people management skills, with a demonstrated competence in coaching
• Strong negotiation, communication, customer relation, and interpersonal skills, with the ability to influence change
• Self starter with entrepreneurial and positive attitude and ability to influence stakeholders at multiple levels and lead change
• Results driven with Strong planning, project management and organisational skills
• Proven ability to manage and coordinate multiple projects in a fast-paced environment.

Expected Behaviours

• Integrity, flexibility, working under own initiative
• Professionalism; with the client, contractors and colleagues at all times
• Compliance with SGS policies and procedures
• Team player / Leadership