Customer Operations & Trade Manager

at  Indivior

TITLE:

Customer Operations & Trade Manager
Title: Customer Operations & Trade Manager
Reports To: Head of EUCAN
Location: Slough
Indivior is a global pharmaceutical company working to help change patients’ lives by developing medicines to treat substance use disorders (SUD). Our vision is that all patients around the world will have access to evidence-based treatment for the chronic conditions and co-occurring disorders of SUD. Indivior is dedicated to transforming SUD from a global human crisis to a recognized and treated chronic disease. Building on its global portfolio of OUD treatments, Indivior has a pipeline of product candidates designed to expand on its heritage in this category.
Indivior was founded to help tackle the opioid crisis, one of the largest and most urgent public health emergencies of our time. Our purpose is to bring science-based, life-transforming treatments to patients. We strive to help eliminate the stigma of addiction. We take our role as a responsible steward extremely seriously and commit ourselves to cultivating our unique culture and highest standards of integrity.
We are driving forward our understanding of addiction and other serious mental health illnesses to create new science that will help pave the way for an even deeper understanding of patient needs and treatment innovation. We engage at all levels across the addiction treatment spectrum, interacting with governments, key opinion leaders, physicians, payers, patients, and patient advocacy groups to raise awareness and educate about addiction as a chronic, relapsing disease.
Connect with Indivior on LinkedIn by visiting
www.linkedin.com/company/indivior.

POSITION SUMMARY:

The key objectives of the role are:
To work with the Supply team to support product availability at all times, across the region, in-line with GxP requirements. To support the management of any shortages, allocations, tenders, local launch activity, local discontinuation activity and local requests and support for label and artwork changes. To gain insights from channels that can benefit the countries commercially and to ensure patient access To leverage subject matter expertise across country as part of a functional team of 3, augmenting Indivior capabilities, better business continuity, resilience and agility To back-up and support the Distributor Markets Business co-ordinator role.
To work across the EUCAN geographies to help prioritise Supply opportunities and challenges between markets. Being the key point of contact between Supply and relevant GMs and their teams.
Participate and support the S&OP/ Demand reviews and Global category reviews to ensure alignment within EUCAN.
Support the finance organisation with slow-moving/obsolete product provisions and destructions.
To work with Supply and pre-wholesalers for any commercial or demand opportunities, supporting the effective delivery of products to patients. This includes support of project work and initiatives led by Supply Operations.
To be back-up support for the Distributor Markets and Canada roles. To work as a subject expert matter expert team with these 2 other roles
To support the development and maintenance of a network that facilitates access to treatment for all OUD patients in EUCAN.
Makes all the necessary decisions to fulfil job-related responsibilities in accordance with existing policies and procedures. Recognizes situations beyond the decision-making authority and provides management with recommendations on actions to be taken.
Limiting factors such as governmental controls and regulations related to freight and pharmaceutical products are to be observed and complied according to company policies and procedures.
The position is based in Slough, may entail ad-hoc travel in Europe.

MINIMUM QUALIFICATIONS:

The ability to speak German and either Finnish or Swedish are all beneficial to the role
The position holder must be an agile, resourceful, collaborative, strategic problem-solver, with operational knowledge of the pharmaceutical landscape, ideally but not mandatory as it pertains to Controlled Substances.

The ability to seek out market intelligence and share with leadership is vital, as is the management of key vendors and insights from in-market distribution channels.

• Operations: Monitor the day-to-day operations, orders, customer relations, as managed by Third Party Logistics Provider within the region. Support and provide input in to Supply for the development, implementation and governance of controlled distribution network for new and existing products (controlled substances). Incumbent is responsible for accurate inventory management, forecasting, quotas, product allocation, etc.
• Trade: Management of wholesaler accounts, government agencies relations, develop and maintain strategic relations, market insights, all customer communications including but not limited to, communicating pricing changes, new SKUs, Terms & Conditions, etc.
• Distributor Market Support: Back-up for Business Coordinator. Support with trouble shooting and balancing product supply.
• Vendor Relations: Manages key relationships and supports Supply with commercial activities with 3 PLs.
• Finance: Accounts Receivable escalation support, write-offs, returns, reports, analyses, audit support. Supporting on forecasting and stock monitoring.
• Multi-stakeholder approach: the position holder will establish and build strong stakeholder relationships and develop an influential network with key partners, allowing this individual to successfully lead a variety of cross-functional projects with a collaborative approach.

The responsibilities of this job include, but are not limited to, the following:

Operations:

• Support product availability for Distributor markets
• Maintain appropriate inventory levels based on demand, space constraints, manufacturing lead times, shelf-life
• Forecasting
• Inbound replenishment orders
• Fulfilment KPIs
• Quotas
• Monitor drug shortage website, contact generic manufactures for inventory status
• Monitor all distribution activities
• Product Allocations (ie France)
• Adherence to all Regulatory and Quality Assurance regulations and requirements
• Review & approve returns, destructions, credits, claims
• Facilitate and leverage new opportunities
• Special Projects
• Launches
• Line extensions
• Labelling groups
• Risk mitigation plan
• Out of Stocks/ Contingency
• Support Manufacturing changes

Trade:

• Develop relationship with customer base
• Wholesalers
• 3 PLs
• Develop and maintain Terms & Conditions with customers.
• Manage all customer communications i.e. pricing changes, shortages, launches, closures.

Contracting

• Identify opportunities for new purchasing contracts
• Negotiate contracts
• Mediate between Legal, Commercial, Finance, and stakeholder
• Provide reporting

Be recognized as the Expert internally and externally

• Build and maintain a solid knowledge on external trends in Europe through networks, conferences, relationships, competitive intelligence.
• Develop and maintain knowledge, expertise and insights to assigned payers or payer systems, including being an internal resource to the entire organization.
• Leverage previous experience and Indivior matrix organization to develop and maintain positive relationships with other functional areas at regional and country in order to drive alignment, consistency where appropriate, best practice sharing.

To support the Area team by:

• Building a strong collaborative relationship with EUCAN & US markets, Supply team, etc