Job Summary

Our site in High Peak, UK require a Manager, Client Services to join the Client Services team to manage client services function including proposal and bid processes, commercial strategy, optimising marketing material, and organising client visits to ensure positive customer experience and site growth. For this site-based role, you’ll be working with senior management, sales and scientific staff to ensure best practices in customer service as well as work with other preclinical sites to harmonize practices.

•    Manage client services function, including proposal, pricing, bid and proposal generation, letters of authorization processes, and supporting initial project timeline/scheduling estimates to ensure smooth and timely business process flow.  Ensure all applicable agreements and contracts are negotiated and finalized.  Follow-up to ensure completeness.

•    Oversee the scheduling, coordination and management of sponsor site-visits, which may include delivery of capabilities presentations.

•    Work with site management and operations to develop pricing strategies.  Provide guidance to pricing personnel as necessary; review cost proposals.

•    Work with scientific and marketing colleagues to ensure relevant marketing materials are continuously optimised.

•    Prepare and coordinate required weekly reports to site, finance and Client Services director.

•    Oversee proper use of appropriate databases  in alliance with other sites to ensure correct report production.

•    Manage departmental resources for responsiveness to client needs and effective use of business processes.

•    Participate in multi-site bid processes to ensure seamless presentation to clients.

•    Participate in Global Discovery Client Services integration functions to facilitate common Client Services processes across sites.

•    May attend trade shows to develop potential new business and present capabilities information to trade show attendees.

•    Manage activities of assigned group to ensure effective performance of function.

•    Interview and select qualified exempt and non-exempt level departmental personnel as necessary.  Recommend, review and approve personnel actions, including hiring, promotions and raises.  Partner with Human Resources in the handling of disciplinary issues.  Prepare and/or approve appropriate personnel action paperwork.

•    Identify training and development needs of direct reports.  Provide training and/or monitor training programs to ensure ongoing effectiveness.

•    Monitor performance of direct reports.  Provide regular coaching and counseling.  Prepare and deliver salary and performance reviews; review and approve performance and salary appraisals initiated by direct reports.

•    Assist in the development and recommendation of departmental budget.  Authorize expenditures in accordance with budget.  Approve budget and expenses of reports.

Profile and Requirements

•    Education:  Bachelor’s degree (B.A./B.S.) or equivalent in Life Sciences or related scientific discipline. Relevant postgraduate qualification(s) would be an advantage

•    Extensive related experience in a similar role – client management or business development ideal 

•    An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.

•    Other:  Exceptional presentation skills. Understanding of the Retrogenix platform and processes highly preferred.

•    Excellent communication skills, both written and verbal are essential. Ability to work cohesively within a team and build and foster strong working relationships within and across teams.

•    Passion for people development and experience of line management of commercial teams.