Head of NHS & Specialty Account Management
Apply for the Head of NHS & Specialty Account Management role at Alliance Healthcare.
This role is in support of Cencora's third‑party logistics service in Europe operating through our Alloga business.
Job Purpose To take overall responsibility for the strategic management, performance, and development of the NHS and Specialty Account Management team, ensuring exceptional service delivery and fostering strong relationships with NHS and specialty clients. This role will lead the team to an industry‑leading standard, driving commercial awareness, operational excellence, and continuous improvement across all business activities and trends.
Key Responsibilities
General Management
* Communicate progress on weekly, monthly, and quarterly initiatives, as well as issues, to senior leadership teams, including Operations Managers, General Managers, and Directors.
* Develop and manage suitable KPI tracking tools to monitor contract and account performance across NHS and specialty clients.
* Proactively manage improvement initiatives, ensuring measurable benefits to both the business and clients.
* Escalate issues or concerns to senior leadership and disseminate resolutions where required.
* Identify critical dates and events, ensuring effective planning and communication across relevant departments.
* Lead planning calls and meetings for upcoming Bank Holiday operations.
* Ensure all direct reports adhere to the company’s Health & Safety policies and standards at all times.
* Promote awareness of individual Health & Safety responsibilities among staff and ensure all accidents or near misses are reported promptly to the HS&E Manager.
* Ensure all department activities are performed in compliance with company procedures, client instructions, and applicable regulatory standards (GDP, GMP, ISO certifications).
Team Leadership and Development
* Build, lead, and develop the NHS and Specialty Account Management team to an industry‑leading standard.
* Oversee strong working relationships between account managers, clients, and internal operations teams.
* Ensure timely, accurate, and professional responses to client inquiries by the account management team.
* Develop trusted advisory relationships with clients and ensure the team consistently meets or exceeds performance expectations, measured through Client NPS, surveys, and feedback.
* Promote best practices across the team, identifying better ways of working and driving continuous improvement initiatives.
* Ensure the team is flexible, capable of covering multiple contracts, and maintains service levels during absences.
* Enhance the team’s focus on commercial, volume, and KPI data, demonstrating measurable improvements to the business and clients.
* Conduct appraisals and development programs for all direct reports, setting clear accountabilities, objectives, and measurable attributes.
* Identify and develop future senior account managers and individuals for critical positions, ensuring succession planning for short‑and long‑term needs.
* Ensure KPIs and charging data are prepared, submitted on time, and completely accurate.
Client and Commercial Management
* Identify and grow opportunities with NHS and specialty clients through new and existing services and solutions.
* Ensure the timely and successful delivery of solutions that meet client and organizational objectives.
* Collaborate with other client‑facing teams across the Alloga UK business and wider 3PL business to share best practices and drive consistency.
* Support account managers with commercial aspects, including securing annual RPI increases and communicating successes to senior leadership.
Data Analysis and Reporting
* Analyse KPIs across departments and sites, sharing best practices and identifying areas for improvement.
* Streamline account management processes to free up resources for long‑term initiatives and projects.
* Provide regular reports to senior leadership on account performance, challenges, and opportunities.
Operational Collaboration
* Partner with operations teams to minimize factors negatively affecting budgetary performance and ensure appropriate client‑related charges.
* Collaborate with operations teams to improve budgetary performance through efficient and streamlined processes.
* Identify areas for improvement and best practices within the business, working closely with operations managers to resolve site‑specific concerns or issues.
* Drive continuous improvement initiatives across all areas of operations, proactively identifying problem areas and implementing solutions.
* Ensure compliance with ISO, GDP, and GMP requirements.
Competencies
* Strong knowledge of NHS structures, policies, procurement processes, and specialty healthcare services.
* Excellent understanding of account management practices and warehouse activities/systems.
* Advanced PC skills, including proficiency in Microsoft Excel, Word, and PowerPoint.
* Exceptional leadership and team management skills.
* Excellent communication and interpersonal skills at all levels.
* Strategic thinking with a focus on both short‑and long‑term objectives.
* Strong analytical skills with the ability to interpret data and drive actionable insights.
Personal Attributes
* Flexible and adaptable approach to work.
* Strong planning and prioritization skills to meet deadlines effectively.
* Confident, enthusiastic, and able to motivate teams of all abilities.
* Uses initiative and judgment to make quick, sound decisions.
* Committed to performance improvement and delivering results.
* Effective leader, influencer, and motivator, capable of building high‑performing teams.
* Conscientious and focused, with a results‑driven mindset.
Equal Employment Opportunity Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non‑discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request‑by‑request basis. Messages and emails regarding anything other than accommodation requests will not be returned.
Seniority level: Director
Employment type: Full‑time
Job function: Business Development and Sales
Industries: Pharmaceutical Manufacturing
Location: Swadlincote, England, United Kingdom
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