Manager, Customer Liaison

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference. Bristol Myers Squibb Ireland Bristol Myers Squibb is a leading global biopharma company focused on discovering, developing and delivering innovative medicines for patients with serious diseases in areas including oncology, haematology, immunology, cardiovascular and neuroscience. Our employees work every day to transform patients’ lives through science. Bristol Myers Squibb has been in operation in Ireland since 1964, employing over 650 people across a range of activities and business units. Many of the global business services, including the European Treasury Centre, Market Supply Operations and Commercial Operations have a presence in Ireland. Ireland is also home to External manufacturing’s global headquarters, the business unit responsible for the management of manufacturing contract operations (CMO’s) and ensuring reliable supply of product to patients across the Bristol Myers Squibb global network. Located in Dublin, Cruiserath Biologics Campus, a one billion Multi-Product Cell Culture Biologics Manufacturing facility plays a central role in the Global Product Development and Supply (GPS) network as the company’s first European biologics manufacturing facility. This state of the art facility will produce multiple therapies for the company’s growing biologics portfolio. Global Biologics Laboratory (GBL) responsible for the release testing of Biologics Drug product for the network, is also based on the Cruiserath Biologics Campus. For more information about Bristol Myers Squibb, visit us at BMS.com/ie The Role Bristol Myers Squibb is looking to recruit a permanent Manager, Customer Liaison. The Customer Liaison will act as the relevant customers single point of contact. For third party customers the Customer Liaison will act as contract monitor. The Customer Liaison is responsible for ensuring continuity of supply to customer, leading projects to support supply and for ensuring efficient communication of updates to customer and internal stakeholders. The Customer Liaison is also responsible for holding the customer accountable for activities under their scope of responsbility. Key Duties and Responsibilities: Act as single point of contact for escalation for third party customers & assigned internal BMS sites. Responsible for implementing customer relationship model and processes & leading cross functional team supporting this model. Building strong relationships with relevant customers & relevant suppliers. Ensuring that BMS and third party customers are adhering to contractual requirements. To ensure effective communication in relation to supply updates or other activites impacting supply to the relevant customers. Lead projects to support customer requirements or to improve processes as required. Maintaining/developing strong relationships with supply chain counterparts at sister sites, Global Supply Chain and External Manufacturing to facilitate continuous performance improvement. Responsible for preparing for and providing BMS input into business review meetings with relevant customers and representing BMS at such meetings. Management of the day to day operational supply chain relationship with relevant customers. Participate in/lead supply chain related meetings & escalation meetings as required. Ensuring continuity of supply from the manufacturing/packaging site to customer. Proactively aiding in the mitigation of Back Orders and Anticipated Back Orders for assigned customers by liaising with the relevant functions to close out open actions(eg change controls, quality events, TIRs etc). Monthly analysis of forecast for assigned customers to understand drivers of change. Ensuring forecast upload to SAP occurs. Ensuring accurate demand propagation from assigned internal BMS sites. Holding customers(third party customer & internal sites) accountable for placing orders according to forecasted requirements. Measuring forecast to PO conversion accuracy. Ensuring that POs are compliant with contractual terms and conditions and that requirements for price breaks are met. Measuring customer adherence to PO compliance metric and driving continuous improvement in this metric for assigned customers. Ensuring that processes for artwork updates for third party customers are in place, operating efficiently and that artwork updates for customer SKU are being implemented in a timely manner. For internal sites,representing ExM at the relevant cluster meetings & responsible for preparation for this meeting and following up on action items assigned to ExM during this meeting. Execute scenario planning as necessary. Support/lead product deletions & divestitures as necessary. Placing and maintaining purchase orders in SAP where required. Qualifications, Knowledge and Skills Required: Knowledge of ERP, ideally SAP and SAP BW reporting, and related data analysis tools. Understanding of BMS Supply Chain, products and markets. Strong Leadership Skills Excellent interpersonal, communication and presentation skills. Understanding of Contract Manufacturing Supply Chain Operations. Ability to prioritise, organise and manage multiple tasks to tight deadlines. APICS or related qualification 5 years + Supply Chain experience in global manufacturing and supply environment. Understanding of Supply Chain and Regulatory operations in a cGMP environment. Knowledge of the Pharmaceutical Industry Customer Relationship Management Ability to work within a global and culturally diverse organisation Customer Service or Customer Relationship Management Experience An understanding of regulatory requirements and management of & planning for regulatory constraints. What’s important to us Employees are expected to display the BMS Values, which move us toward our mission to discover, develop and deliver innovative medicines that help patients prevail over serious diseases: Passion: Our dedication to learning and excellence helps us to deliver exceptional results. Innovation: We pursue disruptive and bold solutions for patients. Urgency: We move together with speed and quality because patients are waiting. Accountability: We all own BMS’ success and strive to be transparent and deliver on our commitments. Integrity: We demonstrate ethics, integrity and quality in everything we do for patients, customers and colleagues. Inclusion: We embrace diversity and foster an environment where we can all work together at our full potential. We have a passion for tackling the toughest diseases, which inspires innovation and speed in our daily work and a sense of accountability to the patients we serve. Why you should apply You will help patients in their fight against serious diseases You will be part of a company that encourages excellence and innovation, respects diversity, develops leaders and values its employees. You’ll get a competitive salary and a great benefits package
LI-Hybrid Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.