Job Description
The 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
