Senior Manager, Specialty Programs

Job summary

Lead teams delivering specialty drug patient support programs, ensuring strong customer service, program performance, and achievement of financial and business goals. Manage client relationships and contracts, oversee program metrics and reporting, and develop strategic plans to grow and adapt the business.

Job details

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? Specialty Health Network is hiring a dynamic Senior Program Manager who will lead a team to deliver patient support programs for specialty drug therapies. This team delivers superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders. You are responsible for the successful performance of patient support programs. You provide leadership for all staff responsible for program deliverables including key performance metrics and customer service excellence. As the key account and relationship manager, you foster strong partnerships with clients, provide business insights and develop and implement strategic goals to grow the business. What You Will Do Foster a culture of growth and inclusion within your team Provide senior leadership on key client accounts Ensure excellence of program execution Develop and maintain relationships with clients and stakeholders Establish performance standards and monitor achievement Achieve Business Plan goals and meet the financial targets established for the Program Lead the strategic planning process to evolve and grow the business Anticipate and respond to a rapidly changing market with insight and innovation Oversee Program contracts with respect to timelines, SLAs, KPIs and delivery of monthly billings and reports Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures. What You Will Need Experience leading Patient Support Programs from a Manufacturer or Program Provider perspective Seven to ten years account management experience and/or previous pharmaceutical brand management experience or equivalent Proven customer relationship and/or account management skills with direct client interaction Strong leadership experience leading multiple functional areas and teams with varying levels of experience Strong financial acumen and hands on budget management experience Strong organizational, communication, and presentation skills Knowledge of provincial drug reimbursement programs and third party drug coverage issues and bilingualism are assets 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 $120,000.00 - $154,000.00 / 120.000,00$ - 154.000,00$ (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. #EN #SS #ON

What you’ll do

Lead teams delivering specialty drug patient support programs, ensuring strong customer service, program performance, and achievement of financial and business goals. Manage client relationships and contracts, oversee program metrics and reporting, and develop strategic plans to grow and adapt the business.

Requirements

Requires experience leading patient support programs and seven to ten years of account management, pharmaceutical brand management, or equivalent experience. Candidates should bring strong client relationship and team leadership skills, financial and budget management experience, and excellent organizational, communication, and presentation abilities; knowledge of drug reimbursement and bilingualism are assets.

Benefits

• Purchase Discount Program
• Competitive Pay
• Online Learning

Listed skills

• Account Management · Preferred
• Client Relationship Management · Preferred
• Team Leadership · Preferred
• Customer service · Preferred
• Stakeholder Management · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Patient Support Program Leadership
• Account Management
• Client Relationship Management
• Team Leadership
• Program Execution
• Strategic Planning
• Financial Acumen
• Budget Management
• Performance Management
• Customer Service
• Contract Management
• Stakeholder Management
• Communication
• Presentation Skills
• Pharmaceutical Brand Management
• Drug Reimbursement Knowledge

Job areas

• Healthcare
• Management & Leadership
• Customer Service & Support
• Retail

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