Client Engagement & Relationship Management
- Manage, develop, and nurture long-term client relationships, acting as a trusted partner throughout the client journey.
- Build and sustain deep engagement with key client accounts, ensuring continuity, value creation, and mutual growth.
- Support the long-term strategic roadmap for clients aligned to AI, digital, and manufacturing priorities.
- Operate within frameworks to evaluate, prioritise, and scale client engagement opportunities.
- Promote and contribute directly to Centres of Excellence and strategic service areas.
Collaboration & Co-Innovation
- Facilitate collaboration between client organisations and internal teams (Technical Services, AI Centre of Excellence).
- Co-develop pilot projects, research initiatives, and innovation programmes with clients to address real operational challenges.
- Leverage manufacturing expertise to support clients in navigating new product and process introduction activities within their digital transformation programmes.
- Ensure client engagements enhance the ability to deliver repeatable, scalable services across the wider industry.
Strategic Alignment & Business Understanding
- Align client engagement activities with organisational strategy and industry-facing priorities.
- Work closely with the Director of Technical Operations & Strategic Clients to focus efforts on the highest-value, longest-lasting client relationships.
- Apply Lean and operational excellence methodologies to identify and communicate value improvement opportunities within client operations.
- Provide strategic reporting and insights to leadership on client engagement pipeline development and outcomes.
Skills & Experience Required
- A minimum of 5 years' experience in client management, client engagement, or strategic account development, ideally within the pharmaceutical or life sciences manufacturing sector.
- Proven background in Quality within the pharmaceutical industry, with hands-on experience in quality systems, compliance, and continuous improvement.
- Strong operational experience in a manufacturing environment, with the ability to understand and communicate operational challenges at a practical level.
- Lean and Six Sigma qualification and demonstrated application within an industrial or manufacturing context.
- Proven track record in commercial excellence, supporting clients or internal teams through structured introduction and scale-up processes.
- Strong understanding of digital transformation, Industry 4.0, or AI/data-driven technologies and their application in manufacturing.
- Excellent relationship-building, networking, and influencing skills with a focus on long-term engagement over transactional interaction.
- Strategic mindset with the ability to connect emerging technology trends to real business and client needs.
- Good commercial acumen and understanding of business value drivers in a manufacturing context.
