Customer Engagement Manager Italy

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Job Description:

We are looking for a Customer Engagement Manager to lead and develop relationships with our key clients, primarily within the pharmaceutical sector.

This role is responsible for managing the full commercial lifecycle of existing customers, from service performance monitoring to contract renewal and organic growth.

The successful candidate will lead a dedicated team, ensuring high service standards, customer satisfaction, and business expansion across top-tier accounts.

Key Responsabilities

• Act as primary escalation and relationship lead for assigned high-value clients, ensuring trust and long-term partnership
• Manage customer portfolio performance, including service delivery, profitability, and contract compliance
• Drive organic growth opportunities and support new business initiatives within existing accounts
• Lead Quarterly Business Reviews (QBRs) and customer engagement activities
• Monitor KPIs such as OTIF/OTP, claims, inventory performance, and financial results
• Identify productivity trends and implement continuous improvement initiatives
• Oversee contract lifecycle, pricing strategies, and revenue optimization
• Collaborate with Sales on renewals, pricing adjustments (GRIs), and account strategies
• Ensure accurate and timely billing and support revenue recovery initiatives
• Lead root cause analysis and corrective actions for service issues
• Support implementation of new services, projects, and change management initiatives
• Act as the “Voice of the Customer” across internal functions

Requirements

• Proven experience in Customer Management, Account Management, or similar leadership roles
• Strong knowledge of the pharmaceutical industry
• Understanding of logistics and transportation services
• Solid business and financial acumen (margins, pricing, commercial policies)
• Experience managing high-value (top-tier) clients
• Leadership and team management skills
• Strong analytical mindset and KPI-driven approach
• Excellent communication and stakeholder management skills
• English fluent

KPIs

• Service performance vs contractual commitments (OTIF, OTP, claims, etc.)
• Customer revenue and operating profit vs plan and prior year
• Delivery of value capture and continuous improvements projects
• Billing accuracy and timeliness
• Revenue recovery and leakage management
• Customer satisfaction metrics (e.g. NPS / surveys)

What we offer

• Competitive compensation with performance-based bonus
• Company car and full work equipment (laptop, mobile phone)
• Opportunity to work with top-tier clients in the pharmaceutical industry
• International, fast-paced, and innovation-driven environment
• Exposure to strategic projects and transformation initiatives

Employee Type:
 

Permanent

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