EMEA Operations Account Manager

POSITION SUMMARY

Remote Working

We're seeking a dynamic Regional Operations Account Manager to lead the performance, strategic direction, and ongoing development of a major global account across the EMEA region. This role requires more than operational expertise — we’re looking for a strong leader who can drive performance through strategic planning, cross-functional collaboration, and people-centric leadership.

If you come from a logistics, artwork production, Quality, or manufacturing operations background — and know how to align people, process, and performance — this is an opportunity to step into a regional leadership position with real influence. You'll be responsible for guiding high-performing teams, building stakeholder relationships, and shaping long-term operational strategies that support both client objectives and internal business goals.

Bring your ability to think critically, manage complexity, and inspire teams — and help us deliver operational excellence on a global scale.

JOB RESPONSIBILITIES

In this role, you will:

• Lead and motivate regional teams to ensure the smooth delivery of services and operational excellence.
• Act as a central point of contact for our key client, building trusted relationships and proactively representing the team in high-level meetings, projects, and initiatives.
• Identify and drive continuous improvement opportunities in processes, performance, and collaboration—ensuring we consistently exceed expectations.
• Coordinate across teams and time zones, helping operational staff translate goals into results, while maintaining focus on quality, compliance, and customer satisfaction.

You’re a natural relationship-builder, confident communicator, and problem-solver who can lead through influence.

Experience in GMP environments or an understanding of manufacturing supply chains would be a strong advantage.

ADDITIONAL RESPONSIBILITIES

·     Working closely with your managers (direct reports), and customer’s Life Cycle Management & Printed Packaging Materials group, plan, organise and direct artwork production activities and resource within the teams

·     Build and maintain excellent contact with key decision makers both internally and externally

·     Ensure the team optimise resource to best utilise available capacity

·     Monitor and measure performance of the account through KPIs and metric reporting

·     Build out a clear strategy for improvements across the account and help execute this strategy with the delivery teams

·     Work closely with the relevant internal and external Quality functions to ensure compliance and audit readiness

·     Develop a perceptive awareness of the customer's actual requirements and translate back to the operational teams

·     Work in conjunction with the Global Account Director (GAD) to be a key point of contact for the customer regarding operational issues, including any customer specific requirements

·     Lead in the process of investigating customer complaints and ensure records are kept accordingly within the QMS, be responsible for CAPAs and communication of complaints / non-conformances to the wider teams

·     Provide project management and critical path management as appropriate

·     Identify areas for improvements, offer solutions and monitor new processes

·     Deliver annual performance appraisals and individual coaching sessions within a format of your preference

·     Adhere to stated policies and procedures relating to health and safety, and quality management

·     To develop and cement a good team-working environment

QUALIFICATIONS / REQUIREMENTS

·     3+ years’ experience in an Operational Management or similar Account Management / Customer Relationship Management role

·     Must have people management experience

·     Proficiency in CRM software and Microsoft Office Suite 

·     Experience of packaging / labelling processes, and industry is preferable but not essential

·     Excellent communication and presentation skills

·     Resilient attitude, not afraid to challenge

·     Have the ability/ willingness to travel to clients (UK/Europe) on occasions (<10%)

·     Demonstrate strong written and presentation skills

Supervisory responsibilities:

This role will have supervisory responsibilities and will be defined in conjunction with the GAD. You will be expected to support in hiring, mentoring, and appraising performance.

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