Client Services Coordinator responsible for excellent customer service and handling client inquiries in Liverpool, UK. Working within a hybrid system to manage client relationships efficiently.
About the role
- Director of Client Services managing the client journey in a pharmaceutical packaging environment. Leading high-performing teams and driving solution delivery against client expectations and regulatory standards.
Responsibilities
- Develop and execute the Client Services strategy to support company growth, customer retention, and operational performance.
- Lead, mentor, and develop high-performing teams, including Project Onboarding, Project Managers (PMs), and Account Managers (AMs).
- Establish KPIs, performance standards, and scalable processes to ensure consistent, high-quality client delivery.
- Champion continuous improvement initiatives across the client journey, leveraging feedback, analytics, and industry best practices.
- Oversee the project onboarding function to ensure efficient, accurate, and compliant setup of new client programs.
- Ensure PMs are equipped to manage timelines, change controls, scope adjustments, and cross-functional communication throughout the project lifecycle.
- Remove barriers, escalate critical issues, and drive alignment between internal teams for successful project delivery.
- Serve as executive sponsor for key strategic accounts, ensuring proactive communication and strong partnership.
- Guide Account Managers in developing client strategies that increase satisfaction, optimize service levels, and identify opportunities for program expansion.
- Monitor client health metrics and lead initiatives to mitigate risk and address service gaps.
- Partner closely with Business Development to ensure smooth transitions from contract award to project initiation.
- Collaborate with Quality and Regulatory teams to guarantee compliance with cGMP, FDA, and client-specific requirements.
- Work with Operations and Supply Chain leadership to align client commitments with production capacity and resource planning.
- Develop and manage the Client Services budget, including resource planning and departmental performance.
- Support revenue forecasting, contract negotiations, and margin optimization through strong client and project oversight.
- Implement tools and systems that enhance project visibility, documentation, and communication.
- Ambassador and champion of the company culture, ethics, and values. Ensures all decision-making relating supports, sustains, drives and epitomizes our culture, ethics, and values.
- Responsible for adherence to all Company policies and procedures.
Requirements
- Bachelor’s degree required.
- MBA or advanced degree in business or marketing preferred.
- 8+ years of progressive leadership experience in pharmaceutical contract packaging, CDMO, or related regulated manufacturing environment.
- Experience developing systems and workflows in a customer-oriented business that supports a growing company, required.
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