Service Delivery Manager - Life Science

C.H. Robinson is seeking a Manager Customer Success – Life Sciences to lead a high‑performing team responsible for the end‑to‑end management of temperature‑sensitive pharmaceutical and life sciences shipments. In this role you will ensure shipment integrity, temperature compliance, risk mitigation, and exceptional service delivery while overseeing real‑time monitoring, exception management, and critical customer accounts from pickup through billing. You will build strong customer relationships, drive operational excellence, and collaborate across teams to deliver innovative solutions that support customer goals and business growth.

In this role you will also lead, coach, and develop a team of specialists and supervisors, fostering a culture of accountability, continuous improvement, and customer‑focused execution.

• Lead and develop a high‑performing Customer Success team, driving accountability, exceptional service, and operational excellence in a fast‑paced, global environment.
• Partner with customers to understand strategic goals, align resources, and deliver executive‑level business reviews that maximise value and long‑term growth.
• Build trusted relationships with senior customer stakeholders, serving as a strategic advisor and escalation point across global regions.
• Drive organic revenue growth through cross‑selling, upselling, freight expansion, and supply chain solution adoption while managing account profitability and P&L performance.
• Collaborate cross‑functionally to identify and implement cost savings, process improvements, and customer‑focused innovation initiatives.
• Champion customer satisfaction by optimizing NPS performance, resolving complex issues, and leading continuous improvement efforts based on customer feedback and service trends.
• Oversee transportation operations for life sciences customers, ensuring compliant, secure, temperature‑controlled shipment execution and an outstanding customer experience.
• Analyse operational and customer performance metrics to drive service excellence, improve efficiency, and achieve key business objectives.
• Recruit, develop, and retain diverse talent through coaching, performance management, succession planning, and employee engagement initiatives that foster a culture of collaboration and continuous improvement.

• Required:
• Bachelor’s degree from an accredited college or university.
• Minimum 5 years of related industry experience.
• Minimum 2 years of leading and managing teams.
• Ability to travel up to 35% (domestically and internationally).
• Preferred:
• Advanced proficiency in Microsoft Office Suite.
• Knowledge of Supply Chain and/or Logistics industry.
• Experience in consultative and strategic sales.
• Strong negotiation and conflict resolution skills.
• Strong written and verbal communication skills, including experience presenting to internal and external key decision makers.
• Demonstrates skill of managing internal and external customer expectations.
• Values a diverse and inclusive work environment.

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Disclaimer:
This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.