Director Customer Service jobs

Location:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

The Senior Director, Specialty Programs is a member of the SHN Senior Leadership Team providing strategic direction for Specialty Health Network. You are responsible for the ongoing growth, expansion and general management of Patient Support Programs. You lead a goals-oriented team that drives efficiencies and innovation, ensures operational excellence, and delivers exceptional patient care and client services across our portfolio of Patient Support Programs. You establish and maintain relationships with key strategic partners and work closely with Business Development to win new business.

What you will do:

• Champion the Enterprise Vision, Mission and Values
• As an active member of the SHN Leadership team, play a key role in the development of business strategy and implementation of the Strategic Vision for SHN
• Provide senior leadership across a diverse portfolio of manufacturer client accounts
• Provide overall leadership and direction for Program Management
• Establish and deliver SHN Business Plan targets
• Build & execute program and client-level plans to drive best-in-class results and program profitability
• Take a Customer Centric approach to delivering business results and provide exceptional client services
• Manage governance requirements with Pharma clients, consistent with the values of the Company and the evolving Canadian regulatory environment, including timely reporting of all Adverse Events and Product Technical Complaints
• Establish and maintain relationships with key strategic partners
• Proactively champion strategic initiatives to ensure SHN is ahead of the curve among patient support program providers
• Keep up-to-date on emerging industry and technology trends and represent SHN’s overall interests to external stakeholders
• Work closely with teams across the enterprise to innovate and optimize program delivery and partnerships
• In partnership with Business Development, establish and update manufacturer contracts for optimal profitability
• Foster high colleague engagement and an innovative, inclusive, collaborative and performance-based culture
• Anticipate and respond to a rapidly changing market with insight and innovation
• Deliver effective communications, both verbal and written across different forums and amongst various audiences

What you will need:

• University degree or equivalent industry-related experience. Business, healthcare professional designation and/or post-graduate degree an asset.
• Direct experience in the specialty pharmaceutical industry and with patient support programs
• An extensive knowledge of the Canadian healthcare system, including drug handling process, systems & services, provincial reimbursement programs and formulary processes, and the retail pharmacy environment
• Seven to ten years account management experience and/or previous pharmaceutical experience or equivalent
• Minimum of 5 years of people or team management experience
• Proven customer relationship and/or account management skills with direct client interaction
• Strong financial acumen and hands on budget management experience
• Strong organizational, communication, and presentation skills
• Bilingualism (English, French) would be an asset
• Flexibility to travel (approximately 10%)

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type:

Full time

Type of Role:

Temporary with Benefits (Fixed Term)

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Hiring Range / Échelle salariale à l’embauche :

$170,000.00 - $220,000.00 / 170.000,00$ - 220.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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