APAC Regional Client Value Manager

Hyderabad, Telangana
Permanent
Full-time

1 day ago

Job Description:Job Purpose/OverviewEvery day Mars Incorporated takes thousands of decisions that are informed by laboratory data. It is essential that Mars Associates have access to laboratory data that is accurate, reliable and timely to ensure consumer and brand protection, provide competitive advantage and enable operational excellence.The MGS Regional Lab Client Value Lead is accountable for building the regional MGS Laboratory brand through the development and deployment of processes and tools that enable value-added client centric laboratory services. Specifically, the role will be accountable for leading a team that delivers the provision of specialized consultancy and data services to local business units. This team also owns the regional deployment and maintenance of client facing laboratory IT systems, ensuring business integration and leveraging insights generation from lab data.Key ResponsibilitiesThe MGS Regional Lab Client Value Manager is responsible for building strong partnership with Mars segments to deliver:Excellence in Customer Experience

Deploy and continuously improve the client relationship, including processes for:

Service Level Agreements and Statements of Work with Mars segments
Client interface for sample submission
Escalation of inefficient lab services
Improve customers satisfaction by building on the regional laboratory customer survey results
Facilitate business partnership review program within the region
Participate in a global community of regional laboratory client value managers to drive the standardization & alignment through creating a strong global community.

Laboratory Consultancy Services

Deploy a regional service catalogue of client centric laboratory consultancy services for chemistry and microbiology to address customer needs and drive value into the business
Deploy the key processes, procedures and tools to support these services

Provide expert advice and guidance to regional development centres and factories on experimental design and data interpretation
Manage metrics follow-up, performance review and continuous improvement of laboratories network
Manage business review of external laboratories and Segments
Supports technical review of external laboratories and Segments
Support the strategy and propose the changes in the Regional Lab network
Support Lab Governance program including chemistry, microbiology and site labs audits
Support NIR program

MGS Laboratories Brand and Regional Communications

Own the MGS Laboratories brand in Region and ensure the consistency of the representation in all client facing materials in Region
Manage regional stakeholders by establishing and executing the regular connection, communications on services, metrics and other reporting needs, through leading regular business reviews

Job Specifications/Qualifications

Degree or diploma in Food Industry or equivalent level of experience.
More than 5 years of work experience in Quality and Food Safety within food industry or customer service
Good understanding of business dynamics in food sector
Experience in people management
Preferred experience in an ISO 17025 accredited laboratory (ideally) or in a science-based industry

Knowledge / Experience

Essential: customer focus and understanding quality and food safety aspects
Desired: Experience in laboratory client services management for all aspects of service provision
Desired: Experience in ethnographic interviewing, design thinking and prototyping of new client centric solutions
Desired: Experience in line management
Desired: Good communication skills, both written and spoken English

Mars

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