Senior Client Business Manager

ZUELLIG PHARMA is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region. The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Job Purpose

The Senior Client Business Partner (CBP) holds a critical role dedicated to achieving commercial excellence, strategic growth, and long-term value creation for assigned Class A clients. This role is central to establishing and nurturing high-impact partnerships that align with both ZPC's strategic objectives and the client's operational and performance standards.

The primary mandate of the Senior CBP is to establish a strategic alliance with key clients by insightful data driven discussions, delivering tailored solutions, and driving mutual growth. The role represents the organization while championing ZPC's value proposition in a way that supports both business and customer outcomes.

WHY JOIN ZUELLIG PHARMA

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.

Operating Network:

External stakeholders

• Customers
• Clients

Internal stakeholders

• Sales Manager/ National Sales Manager/Group Sales Manager
• Business Dev Team/ SLA
• Supply Chain Management
• 1PH Technology Team
• Operations/ Transport
• Financed Shared Services
• 1PH Sales Force Excellence
• Human Resources
• Master Data Team/ Data Analytics Team
• Sales Counterparts

JOB RESPONSIBILITIES:

1.CLIENT RELATIONSHIP AND STAKEHOLDER MANAGEMENT

• As the primary liaison of ZPC, the SR. CBM ensures seamless alignment andpro-active engagement with keyinternal stakeholders such as the Client Management Team, Field force, Supply Chain, Distribution, and other relevant functions to guarantee end-to-end fulfillment and service excellencefor clients.
• Orchestrates cross-functional coordination and co-leads on the analysis and reporting of sales performance, operations metrics, and inventory movements to support data-driven decisions and continuous improvement to ensure timely and accurate execution of order fulfillment, such as:
• Sales and operations reports
• Inventory requirements and servicing.
• Fulfillment of optimal stock level from the central warehouse down to the branch level.
• Client's stock redressing requirements and other value-added services
• Regular inbound and outbound activities
• Product-related maintenance (new products, promotions, and price adjustments)
• Other relevant distribution activities

• Partners with Business Development (BD) on onboarding and disengagement processes, ensuring smooth transitions and business continuity.
• Acts as engagement facilitator between ZPC and client stakeholders, enabling agile and client-centric responses.
• Leads collaboration with internal stakeholders and SMEs to adapt solutions for assigned clients and their distribution and warehousing requirements to unlock business value.

2.CLIENT PERFORMANCE & ZPC GROWTH STRATEGIST

• Ensures robust service delivery governance by setting, tracking, and optimizing contracted Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in collaboration with Business Development and Supply Chain Management teams.
• Drives commercial growth by promoting Value-Added Services and integrated ZPC solutions that enhance client KPIs and elevate service performance.
• Oversees program execution at the trade level programs thru coordination with Trade Marketing and Field Force;
• Maximizes the utilization of ZPC's systems and service platforms, reinforcing operational efficiency and client satisfaction.
• Provides actionable channel building insights, leveraging fieldwork, Integrated Business Planning (IBP), and data analytics to support client planning and decision-making.
• Leads regular Cross-Functional Business Reviews with both internal and external stakeholders to ensure the achievement of KPIs and sales objectives.
• Provides support in the bidding process with eZTender access and makes necessary follow-ups on required documents and availability of stocks for contract completion.

3.CLIENT COMMUNICATION & ZPC ENABLEMENT LEAD

• Orients and empowers clients with clear guidance on ZPC's standard operating procedures, compliance protocols, and regulatory requirements.
• Champions transparency and partnership by updating clients on structural, process, organizational changes and service enhancements within ZPC, including route-to-market initiatives
• Ensure timely cascade of focal client announcements to ZPC Sales counterparts (National Sales Managers and Sales Heads) and the customers, through trade announcements, price changes, and the likes via FBT in eZEngage;
• Leads client onboarding and capability-building initiatives, providing training and continuous support on ZPC platforms such as Power BI, eZRx+, SAP, and Zip Insider. Coordinates with Central Planning and relevant teams to fulfill client-specific reporting and data needs

4.CLIENT ISSUE RESOLUTION & EXPERIENCE MANAGEMENT

• Leads the end-to-end resolution and support process for client issues, serving as the central coordinator across multiple ZPC departments and resources to drive timely, effective outcomes.
• Ensures a seamless client experience through timely, structured, and data-driven issue resolution across the ZPC ecosystem
• Leads the end-to-end resolution and support process for client issues, serving as the central coordinator across multiple ZPC departments and resources to drive timely, effective outcomes.
• Ensures proactive issue monitoring and follow-through, maintaining full visibility and accountability through systematic updates on the Client Management Issue Tracker.

TECHNICAL COMPETENCIES:

Operational (Core Competencies)

Stakeholder Management

Communication

Problem Solving

Innovation

Negotiation

Leadership

Strategic/ Critical Thinking

Managing Complexity

Leading Change

Empowering People

Strategic (Technical and Business)

BEHAVIORAL COMPETENCIES:

• Building Relationships: Collaborating with External Partners and Colleagues
• Initiative: Courage, Energy, and Drive
• Business Judgement: Making and Implementing Decisions; Business Knowledge
• Personal Growth: Learning and Self-Development; Self-Knowledge

OTHER QUALIFICATIONS:

• Strong leadership, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• Proficiency in using relevant software and tools for managing team operations and performance metrics.
• Knowledge of relevant industry regulations, standards, and best practices.

Access to the following solutions:

• Power B.I.
• SAP
• Zip Insider
• eZTender (as applicable)
• eZRx+
• EZHR
• eZClaim
• PLOVER

Educational Qualifications

Graduate of Any 4 Year Bachelor's Degree Course

Relevant Experience

At least (7) years experience in the Client Business Partner role.

1 year as Key Accounts Manager role within ZPC

Data Privacy Notice: I understand that while processing my application, my personal data may be shared internally to individuals who will be involved in assessing my application. By proceeding with my application, I hereby give my consent to Zuellig Pharma Corporation/Metro Drug, Inc. to share my personal data internally.

Note: You may view the Zuellig Pharma Data Privacy Policy thru this link for reference - https://www.zuelligpharma.com/privacy-policy.