Executive, Client Key Account Management

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose Of The Role

• The Key Account Management Executive supports the Key Account Management team in delivering exceptional day-to-day account management and operational excellence for strategic client partnerships. The role serves as the primary coordinator for operational matters, ensuring smooth execution of client commitments, timely issue resolution, and a high level of client satisfaction throughout the partnership lifecycle.
• Working closely with Key Account Manager and cross-functional teams, the role facilitates client communication, coordinates operational activities, monitors service performance, and supports governance to ensure a seamless client experience.

What You’ll Do

• Support the Key Account Manager in managing assigned strategic client accounts.
• Serve as the day-to-day contact for operational matters and client enquiries.
• Build positive working relationships with client operational & commercial teams.
• Ensure timely follow-up on client requests and service-related issues.
• Coordinate with Operations, Supply Chain, Customer Service, Finance, Quality, IT and other internal stakeholders to ensure smooth service delivery.
• Monitor operational performance and proactively identify potential service gaps.
• Ensure client commitments and service level agreements (SLAs) are consistently met.
• Track action items and follow through until full resolution.
• Prepare monthly operational and service performance reports
• Coordinate and facilitate monthly operational review meetings with clients
• Document meeting minutes, action plans and follow-up activities.
• Monitor agreed actions and ensure timely closure.
• Coordinate the investigation and resolution of client operational issues.
• Work closely with cross-functional teams to resolve issues promptly.
• Escalate critical issues to Key Account Manager where appropriate.
• Maintain issue logs and monitor recurring trends to support continuous improvement.
• Monitor client satisfaction and identify opportunities to enhance service delivery.
• Support implementation of process improvements to improve operational efficiency.
• Gather client feedback and communicate insights to internal stakeholders.
• Support implementation and client onboarding activities.
• Assist in preparing client meeting materials.
• Maintain accurate client records, and documentation
• Support ad-hoc projects and initiatives led by the Key Account Management team.

Must-Have What Will Make You Successful:

• Bachelor’s degree in business, Supply Chain, Healthcare Management, Life Sciences or a related discipline.
• 2–5 years of experience in Key Account Management, Client/Customer Success, Client/Customer Service, Operations Coordination or Project Coordination.
• Experience working with cross-functional teams in a Client/Customer-facing environment.
• Experience in healthcare, pharmaceutical, medical device or healthcare services is preferred.
• Experience preparing operational reports and coordinating client/customer meetings.

Advantage To Have

• Experience supporting strategic or enterprise client/customer accounts.
• Knowledge of healthcare distribution operations or supply chain processes.
• Experience coordinating client/customer governance meetings.
• Familiarity with SAP or other ERP systems.
• Experience preparing KPI dashboards and operational performance reports.
• Knowledge of service level agreements (SLAs) and operational performance management.

What We Offer

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.