Global SC Customers and Business Relations Lead

We are looking for a Global SC Customers & Business Relations Lead who is strategic
, collaborative
, and results-driven to join our Global Logistics team, based at our UCB campus located in Bulle, Switzerland
.

You will lead and optimize two global teams;
Global SC Business Relations and Global TPA SC Customer Relations, to ensure seamless integration between commercial partners, supply chain operations, and UCB’s strategic goals. Your mission? Foster trust, accountability, and performance excellence across the supply chain ecosystem.

You’ll collaborate with a diverse network of internal and external stakeholders, including teams across Patient Supply, Global Logistics, Commercial, Finance, Tax, QA, Alliance Management, and IT, as well as third-party partners and distributors worldwide. You’ll be part of a supportive, forward-thinking environment that values innovation, teamwork, and transformation.

• Define the vision and mission of both teams, set clear objectives, and foster a high-performance, collaborative culture.
• Develop training and development plans that empower teams and clarify roles across the organization.
• Represent your area within the Global Logistics Leadership Team and actively contribute to transversal initiatives.
• Build and maintain strong relationships with commercial partners and internal stakeholders, acting as a trusted business partner.
• Translate UCB’s commercial strategy into operational priorities for your teams, ensuring alignment and readiness.
• Lead and continuously improve contract management processes and governance for distribution and supply agreements.
• Ensure compliance with SOPs and embed sustainability principles into contractual frameworks and customer onboarding.
• Define and govern all aspects of customer service (order processing, delivery performance, escalations, and improvement initiatives).
• Act as a single point of contact for customer service relations with external third-party partners (TPAs), ensuring accountability and performance.
• Drive compliance and internal control efforts across Commercial, Finance, and Tax, including transfer pricing and credit/debit note processes.
• Oversee Customer Master Data and SAP client file governance, ensuring data integrity and contractual alignment.
• Lead transversal and cross-functional projects across Global Logistics and Patient Supply, including digitalization and automation efforts.
• Monitor KPIs, drive reporting improvements, and implement CAPAs to ensure service level excellence and process efficiency.
• Identify and deliver cost optimization opportunities while fostering a culture of continuous improvement and simplification.

• Bachelor’s or Master’s degree (required); APICS certification is a strong asset.
• Minimum 10 years of experience in contract management and customer service, ideally within the pharmaceutical industry.
• 7 to 10 years of people management experience with a strong track record in coaching, development, and change leadership.
• Proven ability to build and lead high-performing, empowered teams across diverse geographies.
• Deep knowledge of finance, commercial operations, and end-to-end supply chain.
• Solid experience working with SAP and related systems.
• Fluent in English; proficiency in French is considered a plus.
• Excellent leadership, communication, and negotiation skills.
• Strong interpersonal skills and the ability to influence and align across a complex stakeholder landscape.
• Solution-oriented mindset with the ability to drive cross-functional co-creation.
• Comfortable working under pressure in a fast-paced, international environment.
• Committed to operational excellence, continuous improvement, and customer satisfaction.

Are you ready to ‘go beyond’ to create value and make your mark for patients? If this sounds like you, then we would love to hear from you!

UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are over 9,000 people in all four corners of the globe, inspired by patients and driven by science.

At UCB, we don’t just…