Head of NHS & Specialty Account Management

Head of NHS & Specialty Account Management

Apply for the Head of NHS & Specialty Account Management role at Alliance Healthcare.

This role is in support of Cencora's third‑party logistics service in Europe operating through our Alloga business.

Job Purpose To take overall responsibility for the strategic management, performance, and development of the NHS and Specialty Account Management team, ensuring exceptional service delivery and fostering strong relationships with NHS and specialty clients. This role will lead the team to an industry‑leading standard, driving commercial awareness, operational excellence, and continuous improvement across all business activities and trends.

Key Responsibilities

• Communicate progress on weekly, monthly, and quarterly initiatives, as well as issues, to senior leadership teams, including Operations Managers, General Managers, and Directors.
• Develop and manage suitable KPI tracking tools to monitor contract and account performance across NHS and specialty clients.
• Proactively manage improvement initiatives, ensuring measurable benefits to both the business and clients.
• Escalate issues or concerns to senior leadership and disseminate resolutions where required.
• Identify critical dates and events, ensuring effective planning and communication across relevant departments.
• Lead planning calls and meetings for upcoming Bank Holiday operations.
• Ensure all direct reports adhere to the company’s Health & Safety policies and standards at all times.
• Promote awareness of individual Health & Safety responsibilities among staff and ensure all accidents or near misses are reported promptly to the HS&E Manager.
• Ensure all department activities are performed in compliance with company procedures, client instructions, and applicable regulatory standards (GDP, GMP, ISO certifications).

• Build, lead, and develop the NHS and Specialty Account Management team to an industry‑leading standard.
• Oversee strong working relationships between account managers, clients, and internal operations teams.
• Ensure timely, accurate, and professional responses to client inquiries by the account management team.
• Develop trusted advisory relationships with clients and ensure the team consistently meets or exceeds performance expectations, measured through Client NPS, surveys, and feedback.
• Promote best practices across the team, identifying better ways of working and driving continuous improvement initiatives.
• Ensure the team is flexible, capable of covering multiple contracts, and maintains service levels during absences.
• Enhance the team’s focus on commercial, volume, and KPI data, demonstrating measurable improvements to the business and clients.
• Conduct appraisals and development programs for all direct reports, setting clear accountabilities, objectives, and measurable attributes.
• Identify and develop future senior account managers and individuals for critical positions, ensuring succession planning for short‑and long‑term needs.
• Ensure KPIs and charging data are prepared, submitted on time, and completely accurate.

• Identify and grow opportunities with NHS and specialty clients through new and existing services and solutions.
• Ensure the timely and successful delivery of solutions that meet client and organizational objectives.
• Collaborate with other client‑facing teams across the Alloga UK business and wider 3PL business to share best practices and drive consistency.
• Support account managers with commercial aspects, including securing annual RPI increases and communicating successes to senior leadership.

• Analyse KPIs across departments and sites, sharing best practices and identifying areas for improvement.
• Streamline account management processes to free up resources for long‑term initiatives and projects.
• Provide regular reports to senior leadership on account performance, challenges, and opportunities.

• Partner with operations teams to minimize factors negatively affecting budgetary performance and ensure appropriate client‑related charges.
• Collaborate with operations teams to improve…