Director, Client Strategy & Solutions, 3PL

The Director, Client Strategy & Solutions, 3PL will be responsible for driving the complete customer experience for the business, including leading the CS&S team. The Director is responsible for business growth with existing manufacturers while ensuring the overall integrity of the 3PL program product offerings. The Director will assist in the oversight of the Strategy and Solutions department including training, setting goals, and executing the company’s strategic plan to achieve revenue objectives. The Director will assist in the growth and development of direct reports and will partner with service line leaders across the organization to achieve synergies and drive growth.

• Enable growth. Responsible for maintaining and strengthening client forecasts to ensure accuracy against budget.
• Assist in supporting Client Strategy & Solutions Managers with quarterly business reviews, scoping client requirements, assessing them against Knipper capabilities and building the program, collaboratively with the client.
• Bring ideas that will increase the company’s competitiveness and allow us to be positioned as the innovative industry leader as a custom solution partner for pharmaceutical brand drug manufacturers.
• Assists in the development of the criteria for departmental success, including defining the metrics that will be used to measure and report on new and existing business.
• Work collaboratively. Lead the Client Strategy and Solutions team function within the 3PL business. Connect with others within the 3PL business such as customer service, warehouse operations, and commercial development to remain aligned with program needs and growth expectations.
• Leverage internal relationships to create and customize new 3PL services clients. Work across with the other business units of Caretria (pharmacy, sampling, etc.) to benchmark departmental performance relative to peer functions.
• Build teams and develop people. Creates a positive culture that is dedicated to providing, exceptional customer experiences while being fair, inclusive, and encouraging to associates.
• Recruit, train, grow, and develop associates so that they have the necessary skills to be successful and expand their careers within Caretria.
• Drive associate commitment and engagement. Assists in the training and development of Senior-level Strategy & Solutions Managers to review client goals and program health.
• Achieves departmental goals along with the reporting needed to provide meaningful/quantifiable feedback to the level of goal accomplishment.
• Works closely with management and internal department staff to create, establish and record well-defined business rules for various program models to help facilitate ongoing quality assurance and review processes and procedures for continual improvement and efficiency.
• Leads planning for operational improvements and new projects. Ensure we have in place an operational plan that is effective, efficient, accurate, and sustainable.  Collaboratively share this knowledge and experience to benefit the entire company. 
• Produces objective reporting to management regarding plan/program issues, opportunities and overall client standing to ensure continuity between program operations and client objectives.
• Expand client relationships. Creates and develops deep relationships with clients based on satisfaction with the knowledge conveyed by client analytics and report experience.
• Must be able to take new clients, create a unique offering for them, and to build upon that relationship to ensure maximum satisfaction. Grows trust and confidence in the client relationship to ensure that Caretria continues to be the client’s choice for a 3PL.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor’s Degree, and/or equivalent combination of education and experience
• 7+ years of progressive Client Services experience, preferably within the pharmaceutical distribution or 3PL industry.
• Five (5) years of people management experience
• A strategic and agile thinker with entrepreneurial skills to grow the Strategy & Solutions function within the 3PL business.
• Proven history of sales/revenue generation, contract renewal accountability, and forecasting.
• Excellent communicator, who genuinely respects every level of associate and each person’s ability to contribute to the company’s performance and can collaborate across the organization.

PREFERRED EDUCATION AND EXPERIENCE:

• Master’s Degree

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent communication skills including but not limited to documentation, presentation, and training meeting facilitation
• Excellent interpersonal skills – an excellent communicator, who genuinely respects every level of associate and each person’s ability to contribute to the company’s performance
• Excellent organization skills and detail oriented
• Excellent analytical and problem-solving skills
• Excellent technical skills to include Microsoft Office (Word, Excel, PowerPoint, and Outlook)
• Ability to competitively differentiate and increase share by delivering market solutions that demonstrate quantifiable value to clients and prospects
• Ability to execute projects within scope, schedule, and budget
• Ability to balance multiple priorities to meet expected response deadlines
• Ability to establish and maintain effective working relationships with key stakeholders
• Ability to think with a strategic and agile mindset
• Demonstrate leadership skills in successfully managing teams and collaborating
• Demonstrate ability to influence, direct and guide a team
• Demonstrate knowledge of process improvement techniques
• Demonstrate proven experience growing a logistics provider
• Demonstrate entrepreneurial skills to manage the complexity of a multi-client environment, a diverse service basket, multiple market segments (biotech/pharma/med device), competing client priorities, and aggressive growth

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Noise and/or vibrations exposure
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 20 pounds

TRAVEL & AVAILABILITY REQUIREMENTS:

• 40%
• Ability to travel offsite to client meetings and industry conferences
• Available to provide support during operational hours, as needed

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.