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Title:  CS Engagement Manager EMEA

Requisition ID:  57741
Date:  Jan 26, 2023

Dublin, Leinster, IE

Department:  Customer Service



Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

The Manager Customer Engagement is a client-facing role, who works to engage and enable our customers by effectively managing the customer’s needs to truly create a differentiated customer experience. Within this function the individual is responsible for providing leadership to the team and be the strategic partner to Sales.  As the trusted advisor and advocate for our customers, the Manager Customer Engagement enables the team to manage the relationship holistically, along with the account managers for their assigned customers throughout the sales lifecycle. The Manager Customer Engagement will collaborate with CS Operations to ensure all needs are understood and met. Together with CS Analytics & Digital Solutions this role enables a digital experience for the customer transforming the way we do business together, enhancing the online interactions our customers have with West.  This role will partner with Account Managers, Technical Customer Services, Demand Planning, Sales Operations and Supply chain/Operations to manage an integrated, complementary account management strategy focused on phenomenal customer satisfaction.



Essential Duties and Responsibilities:

  • Leading the Customer Engagement EMEA team and helping implement the new structure by proactive change management and motivation of the team
  • Providing differentiating service for Strategic Accounts, owning our customers journey
  • Aligning with Global counterparts to create one global customer experience
  • Identifying key customer stakeholders and develop strategies to build trusted advisor relationships with them
  • Maintaining a regular interaction with Sales on all levels to proactively identify potential issues and additional potential opportunities
  • Champion for Customer Experience Improvement in close cooperation with Digital Customer Experience unit
  • Sharing market insights by gaining understanding on customer requirements and trends in Customer Service
  • Sustaining a sense of urgency across the organization to solve customer issues
  • Customer Satisfaction, as measured by NPS (Net Promoter Score)
  • Overseeing the handling of daily customer interactions professionally by phone and email
  • Working closely with Technical Customer Support and Sales Account Managers including participation in business reviews, customer specific projects, supply chain meetings etc
  • Assisting in providing reporting to customer: open order schedules, forecast, lead time reports, and sales history, following up on transport queries, Track & Trace
  • Ensuring support to the AR team in resolving invoicing discrepancies
  • Process owner for Customer Dialogue whilst still maintaining common sense approach to simple tasks





Education and Experience:

  • University degree
  • 3-4 years of experience in leading a team in client services or customer service
  • 8 years of experience 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



Knowledge, Skills and Abilities:

  • Working knowledge of MS Office or the willingness to learn it quickly 
  • Highly proficient in written and spoken English
  • Ability to deliver great customer experience and to be invigorated by constant personal interaction 
  • Strong communication skills  
  • Strong people skills – approachable, good listener, empathetic 
  • Strong learning capacity
  • Ability to work independently in global environment
  • 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



Physical and Travel Requirements

  • Sedentary environment
  • Communication, quick decision making, interpreting data, reading or writing, public speaking -- must be able to express or exchange ideas with team members
  • Must be able to understand direction and adhere to established procedures









West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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