Client Relationship Manager

UPS; Newbridge; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A global logistics company is looking for Client Relationship Managers in Edinburgh and London. The role involves managing customer service functions and establishing service metrics, while leading a team to ensure customer satisfaction. The ideal candidate holds a Bachelor's degree and has strong client-facing skills. Competitive compensation and a permanent position are offered.

Qualifications

• Bachelor's degree in a related field is required.
• Experience managing a Customer Service function is essential.
• Understanding of Central Lab and Clinical Trial supplies industry is desired.

Responsibilities

• Improve customer service experience and facilitate organic growth.
• Participate in agreeing on service and response standards.
• Monitor and analyze service metrics and implement changes.

Skills

Customer service management

Strategic thinking

Excellent communication

Client-facing skills

Troubleshooting

Education

Bachelor's degree in a related field

Job description

Job Description:

Client Relationship Manager

We are now looking for 2 x Client Relationship Managers to join our growing team, 1 of the positions is based at our Edinburgh office, and the other position will be based at our London office.

Location: Marken, Alexandra House, 21 Clifton Hall Road, Edinburgh, EH28 8PW

Location: Marken, 648 River Gardens, Feltham, TW14 0RB

Work Schedule: Monday to Friday - 8am to 5.30pm - flexibility required

Job Purpose:

The Client Relationship Manager will provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.

Main Duties and Responsibilities:

• Improve customer service experience, create both engaged customers and employees: facilitate organic growth.
• Participate in the customer agreement of service and response standards and ensure that these standards are maintained or exceeded during program delivery.
• Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken network guidelines, policies and procedures.
• Establishing and communicating service metrics: monitoring and analysing results, implementing changes.
• Take ownership of customer issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Analyse statistics and compile accurate reports.
• Keep ahead of industry developments and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Improve customer service quality results by studying, evaluating, and re‑designing processes.

Requirements:

• Bachelors degree in a related field.
• Experience managing a Customer Service function
• Understanding of Central Lab and Clinical Trial supplies industry desired.
• Ability to think strategically and to lead a team.
• Excellent written and verbal communication skills.
• Strong client‑facing and communication skills.
• Excellent knowledge of management methods and techniques.
• Ability to translate your skills to other employees through training and mentoring.
• Advanced troubleshooting and multi‑tasking skills.

Marken is a wholly owned subsidiary of UPS and is a critical part of UPS Healthcare. Marken offers a state of the art GMP compliant depot network and logistics hubs for clinical drug product storage and distribution worldwide, and supports cell and gene therapy logistics services from clinical to commercial, while maintaining the leading position for Direct‑to Patient and Home Healthcare services, biological sample shipments and biological kit production.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.