Head of North America Customer Fulfillment

Protecting our tomorrow

Protecting Our Tomorrow

At Bavarian Nordic, we aspire to save and improve lives by developing innovative vaccines that are designed to unlock the power of the immune system. We are a global leader in smallpox/mpox vaccines, and our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, typhoid fever, and cholera. We excel in R&D innovation, manufacturing, and commercialization. We aim to improve health and quality of life for children and adults around the world - protecting our tomorrow. We hope that you will share this mission with us.

Head of North America Customer Fulfillment

We are seeking an innovative and experienced leader to build and spearhead our Customer Fulfillment organization within our North American Supply Chain. The Head of North America Customer Fulfilment will be responsible for the overall management of tasks and for building the necessary capabilities & processes related to product availability/accessibility, customer service, order to cash, & order fulfillment for our US & Canadian customers. The role will also be responsible for creating and implementing the long-term North American Customer Fulfillment Strategy for Bavarian Nordic.

This pivotal role requires strong focus on ensuring access & supply of our products to customers with a high standard of customer experience, service, & relationship management that is timely, consistent, dependable, and exceeds customer expectations, while at an optimal cost. The role will work closely with cross-functional internal & external stakeholders to monitor vaccine market trends, analyze competitor dynamics, and bring comprehensive knowledge of the vaccine manufacturing industry and regulatory landscape, with the goal of identifying & implementing customer fulfillment processes/operating models/roles & responsibilities, that will manage and enable opportunities & strategies for Bavarian Nordic in the US & Canada

Your Responsibilities

The Head of North America Customer Fulfillment will build an organization that will focus on defining roles & responsibilities, creating & implementing processes /operational models and overall management of customer fulfillment tasks for our North American Business. They will also identify and implement a long-term Customer Fulfilment Strategy to enhance the customer experience and to deliver an agile, seamless, and innovative approach that anticipates customer needs. This encompasses the following areas:

Product Availability/Accessibility

• Identify and implement processes that focus on enabling easy & seamless product availability/ access of our products to our customers, minimizing lost/ missed revenue
• Ensure proper understanding of customer demand and requirements, ensuring they are considered in our supply & capability planning
• Help to facilitate product production schedules based on customer needs
• Collaborate on the implementation of digital tools and ordering platforms to empower and simplify customer processes

Customer Service

• Build customer service capabilities processes, and strategies with a strong customer centric approach. Ensure alignment and support across all relevant internal & external functions
• Improve customer inquiry response time
• Reduce order discrepancies, delays, and returns by implementing effective solutions to drive consistently high customer satisfaction
• Proactively assess customer needs and challenges to develop value-added solutions
• Continuous improvement to keep up with market evolution, customer expectations

Trade Management

• Identify service gaps through regular and comprehensive assessment of all distributor's agreements, renegotiating terms as necessary
• Establish and lead an inventory operation and channel management
• Analyze North American vaccine market trends and monitor competitor activities to identify new strategic opportunities, business growth
• Cultivate and expand current customer relationships while exploring avenues to diversify our customer base
• Effectively manage projects in ambiguous situations, adapting to evolving priorities while overseeing multiple initiatives
• Segmentation of distribution partners & strategies

Order to Cash

• Ensure seamless & timely order-to-cash operations with all customers
• Facilitate EDI connections with wholesalers and distributors capable of integration
• Provide daily oversight and review of sales, inventory management, and returns to identify areas for improvement and opportunities for cost reduction
• Automate reporting processes for revenue oversight to enhance cross-functional visibility and collaboration

Order Fulfillment

• Maintain up-to-date knowledge of industry regulations, including those from the FDA, DEA, and other relevant authorities, to ensure full compliance with all standards and requirements related to pharmaceutical manufacturing and distribution.
• Manage and monitor product returns, proactively identify solutions to reduce/ minimize returns
• Implement effective packaging solutions to minimize temperature excursions during shipping
• Optimize order fulfillment processes/ strategies to reduce cost, increase customer satisfaction
• Collaborate cross-functionally with management teams from third-party logistics and authorized distributors to maintain appropriate inventory levels

Skills & Requirements:

• Bachelor of Science Degree in Business Administration, Supply Chain, Engineering, Finance, Life Science, Logistics, or related fields. MBA preferred
• A minimum of 10 + years of vaccine/ pharmaceutical industry experience within supply chain or a related field is required
• A minimum of 14 + years of experience in strategy, project management, or process management is required
• A minimum of 7+ years of experience in a customer-focused role
• A minimum of 5+ years of managing direct reports
• Excellent verbal, written, and presentation skills
• Strong leadership, internal & external stakeholder management, financial capabilities,
• Entrepreneurial mindset
• Strong strategic thinker but also able to manage operational activities
• Previous experience with managing direct reports
• Fluency with Microsoft Office Suite, Dynamics 365, and strategic planning tools
• In-depth knowledge of the vaccine/ pharmaceutical manufacturing industry in the US/Canada, including market dynamics, regulatory environment, and industry trends
• Proven track record of successfully leading and managing strategic projects and initiatives
• Ability to interpret complex data and develop actionable insights

We offer
A chance to work in an international company with unique technology and a dedicated workforce. We welcome people who share our passion with a willingness to make a difference. We offer a dynamic and flexible work environment and an opportunity to develop both your personal and academic competencies. We offer a comprehensive benefits plan and a competitive compensation package.

Salary Range - $180k - $220k

Location: US Remote

Caught your interest?
If you are interested in the position, we look forward to receiving your application via our recruitment system. Just click the Apply Button and you will be redirected to our application form.

Founded in 1994, we have +30 years of experience developing life-saving vaccines. We are a global leader in smallpox and mpox vaccines. Our commercial product portfolio contains market-leading vaccines against rabies, tick-borne encephalitis, cholera, typhoid, and Ebola. We are headquartered in Denmark and have manufacturing, research, and sales offices across Europe and North America. Our values - our Bavarian Nordic DNA, as we like to call it - are what guide our actions every day. We act as persistent pioneers, embrace change, value being boosted by the team, and believe in protecting lives every day. If that is also a part of your DNA, we invite you to join us in Bavarian Nordic! Bavarian Nordic is an Equal Opportunity Employer. All qualified applications will receive consideration for employment and will not be discriminated against based on race, color, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

www.bavarian-nordic.com

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$127,200.00 - $190,800.00