Medical Sales Team Leader And Customer Experience Manager

We are seeking a dynamic leader to head a team dedicated to managing and expanding existing customer accounts.
This role is instrumental in driving value and revenue from our current partnerships.
As the Human Health B2B Team Leader and Customer Experience Manager, you will collaborate closely with key departments across the organization to ensure customer needs are not only met but consistently exceeded.
You will report directly to the Senior Commercial Sales Manager.
Location:
Loughrea, Co.
Galway.
As the Medical Sales Team Leader and Customer Experience Manager, you will play a pivotal role in driving customer satisfaction, team performance, and business growth.
Your key responsibilities will include:
Team Leadership & Development:
Lead, coach, and support a high-performing team to ensure strong engagement and results.
Conduct regular one-to-one meetings, performance reviews, and support individual development plans.
Serve as the first point of escalation for team-related issues.
Monitor KPIs and ensure timely resolution of customer cases and queries.
Customer Account Management:
Build and maintain strong relationships with assigned pharmaceutical clients to foster satisfaction and long-term loyalty.
Lead regular business reviews and meetings to assess performance and identify areas for improvement.
Act as the primary escalation point for customer concerns, ensuring effective delegation and resolution across teams.
Strategy & Revenue Growth:
Partner with the Business Development team to identify upselling opportunities and service enhancements within existing contracts.
Develop and implement strategic account plans to drive profitability and elevate service standards.
Leverage data and reporting to generate insights, track progress, and inform decision-making.
Operational Excellence:
Oversee smooth order processing and proactively manage supply or service-related issues.
Implement pricing changes and contract amendments as needed.
Lead initiatives to enhance the customer journey, streamline internal processes, and support system transitions (e.g., ERP migrations).
Customer Experience & Insights:
Collect and analyse customer feedback to identify pain points and improve key touchpoints.
Champion a customer-centric culture by sharing insights and best practices across teams.
Reporting & Communication:
Deliver weekly and monthly performance reports to senior management.
Collaborate cross-functionally with departments such as Quality, Supply Chain, and Finance to align on customer strategies.
Lead quarterly internal reviews with subject matter experts to monitor trends and share learnings.
You will work closely with teams across Business Development, Artworks, Product Launch, Supply Chain, Regulatory, Finance, and Quality.
Please note: This list is not exhaustive and may evolve based on business needs.
Education & Experience:
Bachelor's degree, preferably in Pharmacy, Pharmaceutical Sciences, Business Management, Sales Management, or International Business.
Minimum of 5 years' experience in a similar role, ideally within a B2B environment.
Strong proficiency in English (written and spoken).
Proficient in Microsoft Excel and PowerPoint.
Experience with Salesforce is an advantage.
Experience working in a GMP-regulated environment is a plus.
Applicants from diverse backgrounds, including those returning after a career break or with transferable skills from non-traditional career paths, are encouraged to apply.
We value varied experiences and are committed to fostering an inclusive environment that supports individuals with disabilities.
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