Client Relationship Manager

Position Summary

The Client Relations Manager is responsible for strengthening and expanding Unimed’s relationships with key US cruise and commercial clients while supporting effective coordination between Business Development and Account Management.

This role will manage the client relationship after business is developed, helping ensure a seamless transition from opportunity identification and sales through implementation, ongoing account management, service delivery, retention, and expansion.

The Client Relations Manager will work closely with Business Development, Account Management, Operations, Purchasing, Finance, and other functions to help translate commercial commitments into strong execution and measurable client outcomes.

A key focus of the role will be identifying and supporting white-space opportunities within existing clients, assisting with strategic client presentations, coordinating a disciplined Quarterly Business Review process, and proactively addressing service or operational issues that could impact client retention or growth.

Key Responsibilities

Client Relationship Management

• Manage day-to-day relationships with assigned strategic cruise and commercial clients.
• Serve as a primary point of contact and escalation for assigned clients, coordinating timely resolution and clear ownership of issues.
• Develop a strong understanding of each client's business, fleet, operations, purchasing patterns, service expectations, growth plans, and potential areas of opportunity.
• Ensure continuity between the commitments made during the Business Development process and the ongoing execution managed by Account Management and operational teams.
• Partner with Account Managers to strengthen client relationships while maintaining clear accountability for day-to-day account management activities.
• Identify client satisfaction risks early and coordinate corrective action before they impact retention or future business.

Business Development and Account Management Integration

• Close the gap between Business Development and Account Management by establishing clear handoff, communication, and account-planning processes.
• Partner with Business Development during the sales process to ensure appropriate operational and account-management considerations are incorporated into client proposals.

White-Space and Account Growth

• Partner with Business Development and Account Management to identify white-space opportunities within existing clients.
• Support Business Development in preparing and delivering strategic white-space presentations to existing clients.
• Analyze client purchasing patterns, product categories, vessel/fleet penetration, geographic coverage, and service utilization to identify additional revenue opportunities.
• Maintain account plans for priority clients, including retention risks, growth opportunities, decision makers, competitive threats, and targeted actions.
• Track white-space opportunities from identification through proposal, conversion, and realized revenue.
• Ensure account growth is commercially sound and operationally executable.

Quarterly Business Reviews

• Coordinate and facilitate a structured QBR program for strategic cruise and commercial clients.
• Coordinate with Account Management, Business Development, Operations, Purchasing, and Finance to prepare relevant client performance information.

Client Service and Operational Alignment

• Partner closely with Operations, Purchasing, and Account Management to ensure service delivery supports commercial commitments.
• Monitor client-facing operational KPIs and intervene when performance trends indicate risk.
• Drive cross-functional resolution of recurring issues involving backorders, product availability, order accuracy, late deliveries, invoicing, documentation, or communication.
• Ensure client requirements are understood across the organization, including vessel-specific requirements, delivery windows, documentation, shelf-life requirements, and other contractual or service expectations.
• Partner with Purchasing and Operations when product availability issues require alternative sourcing, substitutions, inventory transfers, or split-shipment solutions.

Commercial Coordination and Reporting

• Partner with Account Management teams supporting U.S. cruise and commercial clients to promote consistent service and communication.
• Support consistent account management standards, client communication, escalation practices, and account planning.
• Provide the CCO with regular updates on client health, retention risks, service issues, growth opportunities, and competitive activity.
• Represent the voice of the client internally while balancing client expectations with Unimed's commercial, operational, and financial objectives.
• Promote a culture of accountability in which issues are owned through resolution rather than transferred between functions.

Qualifications and Experience

• Demonstrated experience managing complex B2B client relationships and coordinating across multiple internal functions.
• Experience within cruise, maritime, healthcare supply, pharmaceutical, medical supply, logistics, or a similarly complex service environment strongly preferred.
• Proven ability to grow existing accounts through strategic account planning and white-space identification.
• Experience preparing and delivering client presentations and Quarterly Business Reviews.
• Strong commercial acumen with an understanding of revenue, gross margin, pricing, service levels, working capital, and customer profitability.
• Demonstrated ability to work across Commercial, Operations, Procurement, Finance, and Supply Chain functions.
• Strong analytical skills and ability to translate operational and financial data into meaningful client discussions and commercial actions.
• Strong written and verbal communication, presentation, negotiation, and relationship-management skills.
• Ability to travel regularly to client locations, vessels, company facilities, and industry events as required.