Job Information
UPS Customer Engagement Manager Italy in SPINO D ADDA, 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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