Hybrid CS Engagement Manager: Lead Global Customer Success

West Pharmaceutical Services, Inc; Dublin; Hybrid; EUR 77,000 - 98,000; Full time

Benefits offered by this job

Generous PTO

Inclusive & collaborative culture

Recognition & rewards

Job summary

West Pharmaceutical Services, Inc. is seeking a Manager, CS Engagement to lead a global team delivering best-in-class customer contacts and service delivery. The role involves coordinating with the Commercial team and ensuring customer expectations are met as measured by surveys.

The position is hybrid, onsite at least 3 days per week, with no relocation offered. Requires 8+ years in client services and 3+ years of leadership, plus ERP/SAP experience.

Qualifications

• Bachelor's degree in business or equivalent experience required.
• 8+ years in client services or customer service.
• 3+ years leading a team in client services or customer service.

Responsibilities

• Lead a group of CS Engagement Specialists in EMEA/NAM or APAC.
• Collaborate with Commercial team to support multinational and partner accounts.
• Ensure proper allocation of accounts based on skills assessments.
• Develop process consistency and drive continuous improvement.

Skills

Customer experience

Multi-tasking

Communication

Independent work

Incoterms

Export documentation

Excel

MS Office

Education

Bachelor's Degree in business or equivalent experience

Tools

SAP with Sales and Distribution

Job description

West Pharmaceutical Services, Inc. is seeking a Manager, CS Engagement to lead a global team delivering best-in-class customer contacts and service delivery. The role involves coordinating with the Commercial team and ensuring customer expectations are met as measured by surveys.

The position is hybrid, onsite at least 3 days per week, with no relocation offered. Requires 8+ years in client services and 3+ years of leadership, plus ERP/SAP experience.