QuickSTAT - Samples & DtP Operations Manager

Kuehne+Nagel; Staines-upon-Thames; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Pension plan

Employee assistance programme

Route 2 Rewards scheme

Job summary

Kuehne + Nagel is seeking a Samples & DtP Operations Manager in Staines-upon-Thames to lead and develop operational activities related to clinical samples and Direct-to-Patient services.

The successful candidate will work closely with UK and Global Operations to ensure exceptional service delivery, oversee daily operations, and maintain effective resource planning. In addition, you will support the development of customer relationships and drive quality improvements within the logistic operations.

Benefits include a contributory pension plan, health assistance programs, and recognition through our Route 2 Rewards scheme.

Qualifications

• Proven experience in logistics industry.
• Experience in coaching and supporting team members.
• Excellent understanding of Courier Operations, Import/Export/Warehouse & Transport.
• Ability to work successfully under pressure.

Responsibilities

• Lead Samples and DtP Operations Customer Service teams.
• Oversee daily operations and ensure accurate processing.
• Support development of relationships with key customers.
• Implement initiatives to enhance service quality and productivity.

Skills

Logistics experience

Team coaching and collaboration

Understanding of Courier Operations

Regulatory knowledge for temperature-controlled logistics

Ability to work under pressure

Communication skills

Teamwork and self-motivation

Job description

Kühne + Nagel (AG & Co.) KG

The Samples & DtP Operations Manager is responsible for leading and developing all operational activities relating to clinical samples, investigational products, and Direct‑to‑Patient (DtP) services. This role works collaboratively with UK and Global Operations, Quality, and Commercial teams to ensure exceptional customer experience and consistent service delivery across all clinical logistics activities. The position drives the operational strategy for Samples & DtP services within the UK, positively influencing branch teams to deliver compliant, efficient, and scalable solutions. A key focus is ensuring that the needs of Sample and DtP customers are consistently met through high‑quality execution, continuous improvement, and proactive engagement.

How you create impact

• Provide leadership and direction to the Samples and DtP Operations Customer Service teams, ensuring high performance, engagement, and a positive working culture
• Ensure effective resource planning, staff scheduling, and workload allocation to maintain operational coverage and service continuity.
• Oversee the daily operations of Samples and DtP activities, ensuring all consignments are processed accurately, compliantly, and within agreed timeframes.
• Ensure smooth coordination between Operations, Customer Service, and external partners to maintain consistent service delivery and continuous improvement.
• Maintain oversight of temperature controlled shipments, high priority consignments, and out of hours movements through effective communication and handover processes.
• Act as the senior escalation point for complex customer issues that cannot be resolved at team level, ensuring timely and satisfactory resolution.
• Support the development of strong, long term relationships with key customers, providing operational insight and recommending solutions that align with their objectives.
• Identify and implement initiatives that enhance service quality, productivity, and operational efficiency across the team.
• Ensure effective cost control within the Samples and DtP teams, including resource utilisation and allocation of work in line with client contracts and cost of service principles.
• Contribute to the creation and implementation of operational strategies that respond to industry needs and support future service expansion.

What we would like you to bring

• Proven experience in logistics industry
• Experience in coaching and supporting team members, encouraging collaboration and helping to build a positive, inclusive environment.
• Excellent Broad understanding of Courier Operations, including Import / Export / Warehouse & Transport
• Broad understanding of regulatory requirements specific to temperature‑controlled logistics
• Ability to work successfully under pressure
• Excellent communication and presentation skills
• Very good teamwork skills and strong self‑motivation

What's in it for you

If you would like to become a valued member of our team, we will make sure that you’re rewarded for your commitment and expertise. You can join the contributory Kuehne+Nagel pension plan and enjoy our Route 2 Rewards scheme, which offers everything from discounts, benefit information, recognition and its own wellbeing centre. We care for our colleagues (and their immediate family) with our employee assistance programme providing access to 24/7 GP, legal and financial advice along with mental health counselling. All of this to help you live a happier and healthier life. As proud holders of the Gold Covenant, we are a forces‑friendly employer who recognise the skills, expertise and value service leavers bring to our organisation.