Manager, CS Engagement

This is a hybrid position requiring the team member to be onsite for 3 days per week

No relocation is provided for this opportunity

Who We Are:

At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West's indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There's no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary

The Manager, CS Engagement will be responsible for leading a team of CS Engagement Specialists located in either the Developed or Emerging Markets (NAM/EMEA/APAC). This role will support the CS management in driving Best in Class customer contacts and service delivery throughout West's customer base. The role will help identify opportunities to collaborate with partners in the Commercial team and identify and ensure customer expectations are being met as measured by respective surveys. As a leader within Customer Success the incumbent will be a key advocate of the Customer Success team within West and act as a key driver of Customer Success initiatives within the organization on key West projects and transformative changes.

Essential Duties and Responsibilities

• Responsible for leadership a group of CS Engagement Specialists in EMEA/NAM or APAC driving effective and efficient execution of customer contacts
• Primarily supporting the Multinational, Industry Partners, Speciality and Emerging customer bases in collaboration with the Commercial team
• In collaboration with the Sr. Manager, CS Engagement will work to ensure proper support and allocation of accounts based on skills assessments and matrices to the CS Engagement Specialists
• Works closely with the other Managers, CS Engagement to develop consistencies in process, workflow improvement opportunities and build rapport amongst all CS Engagement Specialists globally
• Responsible for the delivery of core performance objectives including SIOE risk mitigation, parked order resolutions, customer account setup and Master Data maintenance as well as MyAccount setups
• Promotes the "MAKE a Difference" CS culture focused on Move Forward, Act Global, Keep Promises, Engage and Commit
• Identifies the necessary skillset of the team and driving the development of the team through close collaboration with Sr. Training Specialists in CS Analytics and Digital Solutions and Commercial Training and Enablement
• Fostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement
• Planning the weekly workload, establishing daily priorities to achieve the operational targets
• Identifying and acting to remove obstacles to delivering consistently high levels of service as measured in pulse services and CSAT survey results
• Supporting the design, enhancement and testing of internal systems
• Defines ongoing best practices including the recurring review and approvals of internal SOIs/SOPs
• Conduct performance reviews, motivate, and guide the team according to West competencies and CS initiatives
• Supporting investigations (compliance, audit, complaint) as appropriate to ensure compliance with West procedures
• Owning close relations with stakeholder such as CS Operations/SCM/Operations/Quality/Shared Services to ensure our customer's needs are met internally as well as externally

Education

• Bachelors Degree in business or equivalent experience required

Work Experience

• Minimum 8 years of experience in client services or customer service
• Minimum 3 years of experience in leading a team in client services or customer service
• Prefer 2-3 years' direct experience in customer interaction roles
• Knowledge or experience with ERP tools like SAP with Sales and Distribution

Preferred Knowledge, Skills and Abilities

• Ability to deliver great customer experience and to be invigorated by constant personal interaction
• Ability to effectively communicate and comprehend complex ideas, concepts, and interface with various levels internally and with customers
• Must be able to multi-task, work under time constraints, problem solve, and prioritize
• Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an intermediate level at minimum
• Highly proficient in written and spoken English
• Strong communication skills
• Strong people skills - approachable, good listener, empathetic
• Strong learning capacity
• Ability to work independently in a global environment
• Understanding of Incoterms and Export/Commercial Documentation Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
• Able to comply with the company's safety policy at all times #LI-N1 #LI-Hybrid

Travel Requirements

5%: Up to 13 business days per year

Physical Requirements

Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

What We Offer

Generous Paid Time Off (PTO): Flexible vacation, personal, and holiday leave ensures employees can maintain a healthy work-life balance and recharge effectively.

Inclusive & Collaborative Culture: A global workforce that values diversity, equity, and inclusion-where all voices are heard and respected in a supportive environment.

Recognition & Rewards: Performance-based bonuses, service recognition, and employee appreciation initiatives celebrate dedication and impact.

Pay Transparency:

The annual base salary range for this position is:

Ireland base salary range: EUR Min 77,100 - EUR Max 98,200.

Germany base salary range: EUR Min 85,100 - EUR Max 108,200.

Total target compensation is determined using objective and gender-neutral criteria, including relevant experience, qualifications, skills, market benchmarks, geographic location, and the scope and responsibilities of the role.

This position may be eligible for variable compensation and other incentive programs in accordance with the terms of the applicable plans within the country of employment. In addition, team members are eligible to participate in the company's benefits and total rewards programs applicable to their location and employment status.

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening.