Customer Experience Manager

PharmaPath, a Greek pharmaceutical company with a rich history and significant legacy in the pharmaceutical field of generic medicines, is seeking a dedicated and skilled Customer Experience Manager to join our dynamic team.

Main duties and responsibilities:

• Manage the end-to-end customer order process, from receipt of the order through internal submission and planning.
• Act as the primary customer-facing coordinator throughout the launch process, tracking launch timelines, forecasts and purchase orders.
• Provide structured and proactive customer service throughout the order and supply cycle.
• Prepare and distribute monthly open-order reports to customers.
• Communicate production, packaging, release and delivery timelines, including any delays, changes or potential risks proactively.
• Prepare customer-specific reports and organize regular monthly calls and / or meetings with customers to review deliveries and potential challenges.
• Develop service procedures and standards.
• Establish a service mind within the organization by implementation necessary processes.
• Keep accurate records and document customer service actions and discussions.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Analyzing price and MOQ change requests from customers by evaluating margin impact and potential incremental volume, and competitor price levels.
• Identify opportunities to grow the revenue and business portfolio based on deep market understanding and customer insights.
• Analyze statistics and prepare monthly and ad hoc reports and presentations for communicating sales progress, results and business activity.
• Participation in the Budget creation process.

Requirements:

• Bachelor's in Commercial, Pharmaceutical or any Science related field. A Master’s degree is an advantage.
• Minimum 2 years of relevant experience in BD, Supply Chain or Customer Service positions.
• Demonstrated ability to build and maintain long-term, trust-based relationships with clients.
• Excellent verbal and written communication skills.
• Ability to collaborate with internal teams and external stakeholders effectively.
• Advanced MS Office skills
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong negotiation and conflict-resolution skills.

Benefits:

• Competitive remuneration package, including benefits
• Ability to become part of one of the most dynamic and prospective teams in the Pharmaceutical industry in Greece
• Continuous opportunities in advancing personal and career goals

In line with the EU Pay Transparency Directive (EU) 2023/970, the compensation range for this position will be communicated to candidates prior to the interview process.