APAC Regional Client Value Manager

Job Description

Job Description:

The MGS Regional Lab Client Value Manager is responsible for building strong partnership with Mars segments to deliver:

Excellence in Customer Experience

• Deploy and continuously improve the client relationship, including processes for:

• Service Level Agreements and Statements of Work with Mars segments

• Client interface for sample submission

• Escalation of inefficient lab services

• Improve customers satisfaction by building on the regional laboratory customer survey results

• Facilitate business partnership review program within the region

• Participate in a global community of regional laboratory client value managers to drive the standardization & alignment through creating a strong global community.

Laboratory Consultancy Services

• Deploy a regional service catalogue of client centric laboratory consultancy services for chemistry and microbiology to address customer needs and drive value into the business

• Deploy the key processes, procedures and tools to support these services

• Provide expert advice and guidance to regional development centres and factories on experimental design and data interpretation

• Manage metrics follow-up, performance review and continuous improvement of laboratories network

• Manage business review of external laboratories and Segments

• Supports technical review of external laboratories and Segments

• Support the strategy and propose the changes in the Regional Lab network

• Support Lab Governance program including chemistry, microbiology and site labs audits

• Support NIR program

MGS Laboratories Brand and Regional Communications

• Own the MGS Laboratories brand in Region and ensure the consistency of the representation in all client facing materials in Region

• Manage regional stakeholders by establishing and executing the regular connection, communications on services, metrics and other reporting needs, through leading regular business reviews