Role OverviewThe ideal candidate will have experience leading customer support teams and building strong customer service processes. They will oversee the day-to-day operations of the department, ensuring customers receive exceptional service and that their needs are addressed promptly and efficiently. This role also involves developing and supporting customer requirements while driving continuous improvement across the function.Key Duties & ResponsibilitiesLead and manage the customer service team, overseeing a portfolio of key accounts.Act as a strategic, supportive partner for key customers while maintaining long-term relationships.Develop a deep understanding of customer needs and requirements.Serve as the primary communication link between customers and internal teams to ensure effective alignment, clear reporting, and strong collaboration.Address customer issues and complaints promptly to maintain trust and satisfaction.Prepare regular operational reports, including metrics, performance updates, and forecasts.Grow existing customer relationships by identifying and proposing solutions that meet their goals.Maintain comprehensive knowledge of products, services, industry trends, and competitor activity.Proactively identify opportunities to enhance the customer experience and provide recommendations to the leadership team.Build strong customer relationships to drive loyalty and repeat business.Analyse customer data to identify trends, insights, and areas for operational improvement.Develop and implement strategies that boost customer satisfaction and retention.Stay informed on new technologies and solutions that can improve customer service delivery.Manage projects related to customer service initiatives.Collaborate with cross-functional teams—including Continuous Improvement, PMO and Operations—to support customer objectives.Conduct regular quality assurance surveys to measure customer satisfaction and use findings to drive continuous improvement.Resolve customer queries within agreed SLA timelines.Required Skills & Qualifications5+ years' experience in sales, key account management, or sales management within the supply chain or healthcare sector.Proven ability to develop and implement successful customer solution strategies.Strong analytical skills with experience using data to support decision-making.Exceptional communication, presentation, and interpersonal abilities.Excellent written and spoken English.Proficiency with Microsoft Office or equivalent tools.Experience working with CRM systems; HubSpot experience is an advantage.