Celgene Associate Manager Customer Service Operations in Stockley Park, United Kingdom
Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health. We value our passion for patients, quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries, and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.
Reporting to the Manager, Customer Service, the Associate Manager, Customer Service is accountable for innovation & excellence in service delivery for new product launches at an operational level. This will involve close participation in the design and implementation of all aspects of the customer journey to ensure best-in-class customer service.
In addition, the job holder will be accountable for activities related to the wind-down of the Treatment Continuation Scheme and the ongoing support of the new framework.
The job-holder will also provide support to the Manager, Customer Service, where required, in the delivery of Celgene’s wider Customer Service strategy for the organisation.
Roles and Responsibilities:
Responsibilities include, but are not limited to, the following:
Management of the wind-down of the Revlimid Treatment Continuation Scheme (TCS) and the transition to a straight discount, including ongoing management of the new operational framework.
Support the definition and operationalisation of the customer service model for forthcoming product launches (Ozanimod, Luspatercept, CAR-T, etc.) Once launched, provide leadership for the day-to-day customer service delivery on new products.
Implement excellence in Customer Service ensuring industry leading standards are delivered with clear stakeholder engagement & communication.
Lead in the partner & relationship management of Homecare providers and Wholesalers.
Support the Associate Manager, Supply Chain in management of Logistics Service Providers Identify and engage with alternative wholesalers to support to supply of Otezla to community pharmacies.
Work closely with the field and commercial teams to ensure their collaboration and engagement in customer service at a pharmacy level In accordance with the PMCPA & MHRA requirements drive the wider team’s activities to ensure key SOPs and Work Processes are written and/or updated, and that all GDP and other regulatory requirements are met.
Work closely with and provide support to the Associate Manager, Supply Chain in relation to Celgene’s post Brexit supply chain, the Falsified Medicines Directive, and reconciling risk management to delivery data
Participate in and provide support to the GDP forum
Act as primary point of liaison between Customer Service/Distribution and Risk Management to ensure that all Risk Management requirements are met
Deputise for the Manager, Customer Support when required and support in evaluation and development of strategies for the wider function & business.
Demonstrate leadership across the wider Celgene business within the affiliate and Europe
Skills and Knowledge Requirements:
Evidence of ability to managing and enhancing controlled processes
Leadership experience within customer facing roles with evidence of enhancing customer experience
Successful track record within customer support and stakeholder management, ideally within the pharmaceutical industry.
Excellent relationship building and partner management skills
Ideally, university-level qualification
Proactive and flexible approach
Requires little direction and is a provider of coaching and guidance to others
Ability to work effectively in complex, rapidly changing environments
Strong project and process management skills, along with the ability to work on multiple tasks, and to effectively prioritise
Must be PC literate in Microsoft Office with good Excel skills.
Proven team player with ability to work cross functionally
Excellent analytical, written and oral communication skills
COMMITTED TO IMPROVING THE LIVES OF PATIENTS WORLDWIDE
At Celgene, we seek to deliver truly innovative and life-changing drugs for our patients. Our vision as a company is to build a major global biopharmaceutical corporation while focusing on the discovery, the development, and the commercialization of products for the treatment of cancer and other severe, immune, inflammatory conditions.
“At Celgene, we seek to deliver truly innovative and life-changing drugs for our patients.”
There are more than 300 clinical trials at major medical centers using compounds from Celgene. Investigational compounds are being studied for patients with incurable hematological and solid tumor cancers, including multiple myeloma, myelodysplastic syndromes, chronic lymphocytic leukemia (CLL), non-Hodgkin’s lymphoma (NHL), triple-negative breast cancer and pancreatic cancer. As committed as we are to clinical accomplishment, we are equally committed to patient support, which is a guiding principle at Celgene. We believe all who can benefit from our discoveries should have the opportunity to do so. Celgene puts patients first with industry-leading programs that provide information, support and access to our innovative therapies.
Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.COMMITTED TO IMPROVING THE LIVES OF PATIENTS WORLDWIDE