Vice President of Customer Relations

Company Description Servier is an independent international pharmaceutical group governed by a foundation and dedicated to advancing therapeutic progress for patients. The Group integrates the patient voice throughout the medicine lifecycle, from research to post‑marketing activities. As a global leader in cardiology and venous diseases, Servier is expanding its innovation in oncology and neurology, focusing on precision medicine and targeted therapies for select rare diseases while investing nearly 20% of brand-name sales in R&D. Headquartered in France, Servier has more than 20,000 employees and distributes medicines in over 130 countries, generating revenues of €6.9 billion in the 2024/25 financial year. The organization offers professionals the opportunity to contribute to impactful healthcare solutions in a dynamic, research-driven environment.
Role Description The Vice President of Customer Relations is a full-time remote role responsible for overseeing the strategy and execution of customer-focused initiatives across the organization. This role leads the development of customer relationship frameworks, ensures consistent and high-quality customer experiences, and partners with commercial, medical, and operational teams to align customer strategies with business objectives. Day-to-day responsibilities include setting customer satisfaction goals, monitoring performance metrics, resolving complex escalations, and driving continuous improvement in customer service processes. The Vice President will guide and mentor customer relations teams, collaborate with sales leadership to support strategic accounts, and represent the customer voice in executive decision-making. This position also involves establishing best practices, implementing tools and technologies to enhance customer engagement, and ensuring adherence to regulatory and ethical standards in all customer interactions.
Qualifications
Strong skills in Business Relationship Management to build, maintain, and evolve strategic partnerships with key customer accounts and stakeholders.
Demonstrated expertise in Customer Satisfaction and Customer Experience to design and implement programs that improve loyalty, retention, and overall customer outcomes.
Proven background in Sales and Customer Service to align customer initiatives with revenue goals and support front-line teams in delivering high-quality interactions.
Extensive leadership experience in customer-facing roles, with a track record of managing cross-functional teams and driving organizational change.
Excellent communication, negotiation, and conflict-resolution skills, with the ability to represent the customer perspective at an executive level.
Experience in the pharmaceutical, healthcare, or life sciences sector is strongly preferred, including familiarity with compliance and regulatory requirements.
Relevant advanced degree in Business, Management, Healthcare Administration, or a related field; equivalent experience will be considered.
Ability to work effectively in a remote, global environment, using digital tools to collaborate across time zones and cultures.

Work arrangement
Yes