Customer Relations Manager

About the role

The Customer Relations Manager will own the relationship with UK wholesale and retail pharmacy accounts, acting as the central point of contact for both day‑to‑day and strategic interactions. You will collaborate across internal teams to ensure reliable, compliant, and competitive product delivery while driving growth and partnership strength.

Key responsibilities

• Serve as the single point of ownership for national wholesalers and retail pharmacy groups, handling audits, information requests and service improvement initiatives.
• Develop and execute account plans, lead joint planning sessions and negotiate pricing, trading terms and service levels.
• Improve forecast accuracy, stock allocation and performance metrics such as OTIF and Fill Rate; manage communications during supply constraints and recalls.
• Ensure all engagements meet MHRA and GDP compliance, lead audits and coordinate with Quality and Regulatory teams.
• Monitor account health metrics, conduct root‑cause analyses and drive continuous operational improvement.
• Build trusted relationships with customers and internal stakeholders; mentor junior team members and promote a data‑driven, customer‑centric culture.

Required profile

• Degree in Business, Operations or related field (desirable).
• Proven experience in Customer/Key Account Management within pharmaceuticals or regulated life‑sciences.
• Strong knowledge of the UK pharma distribution and retail landscape.
• Excellent communication, negotiation and stakeholder management abilities.
• Ability to manage high‑pressure situations such as shortages and recalls.

Required skills

• Advanced Excel proficiency.

What we offer

• Competitive salary (£32,000‑£40,000 per year) and benefits package.
• 22 days holiday and free parking.
• Opportunities for professional growth and development.
• Dynamic and supportive work environment.