APAC Regional Client Value Manager

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.
  
  

• 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
  
  

• 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