Head of Customer Success & Ops (Pharma)
Lagos, Nigeria
2d ago

OneHealth is an online Pharmacy and Healthcare Platform providing access to medicines and healthcare solutions. What we are building is a trust infrastructure where vetted healthcare providers are onboarded and the right solutions are recommended to our patients leveraging data and technology.

The Role

This is a strategic role where you will work closely with the CEO and lead a team of 8-10 professionals to ensure customers are successfully using the company’s product.

Your responsibilities will include :

  • Developing and executing tactical plans for customer success.
  • Measuring customer service metrics to verify the clients get their orders on time and in full as well as to ensure they are satisfied, for long-term, reliable recurring revenue results.
  • Directly overseeing Pharma operations, including logistics, fulfilment and supply chain, to achieve business objectives and drive customer satisfaction.
  • Establishing the right operating models and owning the decision process to ensure the right capability & capacity are in place for sustained success.
  • Driving a result-oriented culture with a strong focus on service excellence, execution, speed and quality.
  • Managing the entire customer journey and experience from onboarding through roll-out, activation and engagement.
  • Identifying and implementing strategic opportunities to constantly improve customer experience.
  • Building trusted relationships with key customers, clients, partners, and stakeholders.
  • Continuously monitoring and managing customer health to identify churn risk early and drive higher retention by monitoring key metrics and digital analytics.
  • Continuously refining the strategy and operating model for customer success management.
  • Acting as a trusted advisor to offer proactive advice and practical solutions to potential issues.
  • Ideal Profile

  • You have a BSc in Pharmacy / Pharmaceutical Sciences / Bachelor of Medicine or extensive experience working in the pharmaceutical industry, including at least 3 years experience in a Customer Success or Sales Operations role.
  • You are registered with the appropriate regulatory bodies in Nigeria.
  • You have an understanding of advanced business planning and Pharmacy regulatory issues that ensure customer satisfaction.
  • You can easily collaborate across functions to achieve business targets.
  • You are an innovative, self-driven individual who is good at problem-solving.
  • Prior experience in a start-up is a plus.
  • You are willing to travel if required.
  • What's on Offer?

  • Make a positive impact on the society through meaningful work.
  • Leadership position with attractive salary and benefits.
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