Customer Relationship Management Team

A key part of our Customer Engagement Function, our dedicated team of Customer Relationship Managers are accountable for the continuous improvement of our relationships with customers.

Typically aligned to an NHS STP (Sustainability and Transformation Partnership) and working within a specific part of the country, they build on the strength of the collaboration in their region of responsibility.

There are elements of planning, project management, resource management, forecasting and reporting to these roles, driving through our overall value proposition.

  • Although we don’t currently have any available roles in this team, if you’re interested in working with us here at NHS Supply Chain, please see our Careers Page.

This role will have a focus on devolved authorities and national government organisations.

The post holder will require agile thinking and a ‘can-do’ attitude to assess and find solutions to all challenges presented, demonstrating their ability to judge, evaluate and prioritise in order to seek satisfactory solutions.

What does a Customer Relationship Manager do at NHS Supply Chain?

As a Customer Relationship Manager (CRM) you will be the principal point of contact for a defined list of customers on a national basis. You’ll work as on extension of the customers on-site team to obtain data, analyse data and present savings. You’ll leverage your stakeholder management skills to manage customers across all stakeholder groups and be the voice of the Customer Engagement team.

In the role you will:

  • Become expert in the customer decision making processes and ways of working for each organisation.
  • Manage key stakeholder relationships and create joint workplans with the customer.
  • Lead the adoption of savings presented through the strategic category action plans..
  • Identify customer requirements for support and develop compelling business cases to your line manager for resources.
  • Identify, develop and convert additional savings and profitable growth opportunities through excellent customer relationship engagement.
  • Own the resolution of any commercial matter and supports, where appropriate, the resolution of service-related issues within devolved authorities and other government bodies.
  • Act as a change agent to ensure the adoption of savings and conversion at pace and scale for direct and non-transacted revenue conversion opportunities.
  • Work as part of the customer’s on-site procurement and supply chain team to obtain demand and usage data, analyse data, then present savings potential.
  • Support stakeholders in obtaining products for evaluation, taking part in customer meetings as appropriate.

You’ll demonstrate high levels of commercial awareness and ability to interpret customer needs and data. The customer base has complex processes to understand and many obstacles to overcome to enable collaborative working between the respective organisations.

What skills, qualifications and qualities do I need to be successful?

Ideally, you’ll have experience of working in a commercial role with devolved authorities (although not essential) and be able to demonstrate excellent project planning skills and political awareness.

  • Track record of delivering challenging sales / savings targets.
  • Strong understanding of the current / future NHS landscape across all UK nations.
  • Strong understanding of public / private procurement regulations and processes.
  • Experience in commercial delivery with senior customers.
  • Ability to influence key stakeholders, both internal and external.
  • Excellent business acumen.
  • Ability to work under pressure and significant workload.
  • Available to travel regionally or nationally as required.

What will my reward package look like?

In return for your passion, enthusiasm and hard work you will be rewarded with an attractive salary and benefits package, consisting of:

  • A competitive salary
  • Performance led bonus scheme
  • 35 days holiday (including bank holidays) and you can purchase additional days through a purchase scheme
  • Contributory pension scheme
  • Flexible benefits scheme – you will be able to choose from a variety of benefits that suit you
  • High street discounts
  • National annual season ticket purchase scheme
  • Eye care vouchers
  • Employee Assistance Programme (EAP).

NHS Supply Chain is an equal opportunities employer.

Closing Date For Applications

Applications for this role are currently being invited. The closing date is 11 February 2021.

This is a mobile role so you will be working as part of the customer’s on site procurement and supply chain team to obtain trust data, analyse data and present savings potential.

London and Surrounding Area Inset Map

What does a Customer Relationship Manager do at NHS Supply Chain?

You will be responsible for leading customer relationships at an operational / day to day level. This will include identifying any customer requirement for support and develop compelling business cases to your Line Manager for resources.

You will act as a change agent to identify, develop and convert additional savings and profitable growth opportunities through excellent customer relationship engagement, ensuring that the adoption of savings and conversion are at pace and scale for direct and non-transacted revenue conversion opportunities.

In the role you will:

  • Be the accountable owner and principle point of contact for a defined list of NHS organisations and / or Sustainability and Transformation Partnerships (STPs) / Integrated Care Systems (ICSs) / Integrated Care Partners (ICPs) across your assigned territory.
  • Manage the customer across all stakeholders including Procurement, Supply Chain, Finance, Theatres and Lead Clinicians.
  • Be accountable for savings delivery identified through category action plans with customers.
  • Lead all on site customer meetings with required appropriate NHS trust stakeholders (up to Head of Procurement level and in some cases Director of Finance).
  • Lead and shape the delivery and continued development of comprehensive individual NHS trust or STP / ICS / ICP customer joint work plans.
  • Work as an extension of the customer’s on site team to obtain data, analyse data and present savings data.

What skills, qualifications and qualities do I need to be successful?

  • Track record of delivering challenging sales/savings targets
  • Good understanding of the current / future NHS landscape
  • Good understanding of public procurement regulations and processes
  • Experience in commercial delivery with senior customers
  • Ability to influence key stakeholders, both internal and external
  • Strong business acumen
  • Ability to work under pressure and significant workload.

Because this role is field based you’ll need the ability and availability to travel regionally (sometimes nationally) as required.

What will my reward package look like?

In return for your passion, enthusiasm and hard work you will be rewarded with an attractive salary and benefits package, consisting of:

  • A competitive salary
  • Performance led bonus scheme
  • Car allowance (if applicable)
  • 35 days holiday (including bank holidays) and you can purchase additional days through a purchase scheme
  • Contributory pension scheme
  • Flexible benefits scheme – you will be able to choose from a variety of benefits that suit you
  • High street discounts
  • National annual season ticket purchase scheme
  • Eye care vouchers
  • Employee Assistance Programme (EAP).

NHS Supply Chain is an equal opportunities employer.

Closing Date For Applications

Applications for this role are currently being invited. The closing date is 19 January 2021.