Head of Customer Service & Commercial Management (f/m/d)

Aenova Group; Regensburg; Vor Ort; EUR 70.000 - 95.000; Vollzeit

Zusammenfassung

A leading pharmaceutical contract manufacturer in Regensburg is seeking a Head of Customer Service & Commercial Management. You'll lead customer relationships, drive service professionalization, and negotiate commercial agreements. Ideal candidates have significant experience in customer service within a manufacturing environment, proven negotiation and leadership skills, and a degree in a relevant field. This role requires fluency in German and English, with a focus on customer satisfaction and team development.

Qualifikationen

• Significant experience in Customer Service, Commercial roles or Program Manager roles in a manufacturing/contract manufacturing environment.
• System- and process-savvy with a fact-based communication style.
• Experienced people leader with a track record of building teams and shaping customer-focused processes.

Aufgaben

• Lead and manage customer relationships with a focus on satisfaction.
• Drive the professionalization of Customer Service.
• Negotiate and manage site-level commercial agreements.

Kenntnisse

Customer orientation

Negotiation skills

Team leadership

Process improvement

SAP

Fact-based communication

Fluent in German

Fluent in English

Ausbildung

Degree in business, technical, or scientific field

Tools

SAP

Jobbeschreibung

Head of Customer Service & Commercial Management (f/m/d)

for the site Regensburg, Germany

Would you like to make a valuable contribution to the health of patients? And do something really meaningful on your own responsibility? Then we look forward to hearing from you! Excellence beyond manufacturing - that's what we stand for as Aenova, one of the world's leading contract manufacturers and developers for the pharmaceutical industry with 4,000 employees at 15 sites. Our site in Regensburg is a competence center for high potent solids, e.g. cancer medicines.

Your key responsibilities

• Lead and manage customer relationships for the Regensburg site with a strong focus on customer centricity and satisfaction
• Act as an orchestrator between internal functions (planning, production, packaging, shipping, quality) and customers – ensuring transparent, fact-based communication and timely updates
• Drive the professionalization of Customer Service: from reactive problem-solving to strategic customer partnership on eye-level
• Establish and improve processes and tools (e.g. SAP) to enable order tracking and structured complaint handling
• Ensure that customers can engage directly with experts on site (Expert-to-Expert), while all strategic and operational coordination flows through the Head of Customer Service, clearly distinguishing this role from Key Account Management (KAM)
• Lead and develop the Customer Service & Commercial management team, fostering cross-functional collaboration and continuous improvement
• Negotiate and manage site-level commercial agreements (supply contracts, affiliate agreements, forecasts, orders) and represent the site confidently in demanding customer discussions
• You will be part of the Site Leadership Team, reporting directly to the Site Head and dotted-line to the VP Customer Service (Corporate)

Your profile

• Degree in a business, technical, or scientific field with significant experience in Customer Service, Commercial roles or Program Manager roles in a manufacturing / contract manufacturing environment
• Proven ability to balance customer orientation with assertive negotiation and business acumen
• Strong contract management and negotiation skills, ideally in regulated or supply-driven industries
• System- and process-savvy (preferably SAP) with a fact-based communication style
• Experienced people leader with a track record of building teams and shaping customer-focused processes
• Fluent in German and English
• High presence on site (normally 5 days a week) in comination with occasional business trips

Your motivation

Are you looking for new challenges in a highly competitive environment? And you want to tackle them creativelyand on your own responsibility? Do you prefer a "get-it-done" culture and think in terms of solutions ratherthan problems? What are you waiting for? We would be happy to explain our corporate benefits in a personalconversation!

If you have any questions, I - Robert Richter / Human Resources - will be happy to help you: [phone]