Customer Relations Specialist, Gulf

L-Acino is part of Arcera, a global life sciences company headquartered in Abu Dhabi, United Arab Emirates. Our purpose is to enable longer and healthier lives while creating sustainable growth. We develop, manufacture, and commercialize a broad range of high-quality innovative and proven medicines in key international markets. With an operational footprint spanning over 90 countries across four continents, and manufacturing sites in eight countries, we offer more than 2,000 medicines across various therapeutic areas worldwide.

The position is based in Cairo, Egypt and will report directly to theCommercial Head, Gulf. The role will be responsible for ensuring the smooth and efficient management of customer-related commercial activities across the Gulf Region. The role coordinates closely with KAMs, customers, distributors, Finance, Supply, and other stakeholders to ensure accurate data, timely payments, effective expiry management, proper contract and documentation management, and adherence to internal processes. The role provides reliable operational and analytical support to the commercial team, contributing to strong customer relationships, accurate financial and commercial management, and effective business performance monitoring.

Your Responsibilities will be:

• Own the end-to-end process for quarterly credit notes, including preparing calculations, coordinating validation with KAMs and Finance, issuing payment instructions to distributors, and following up on completion.
• Ensure copies of credit notes are shared with the KAMs and maintain accurate records to support any required adjustments in subsequent quarters.
• Coordinate with accounts, distributors, and internal Arcera stakeholders to ensure all customer-related payments (e.g., TMA, data sharing, enlisting and other commercial agreements) are supported by the required documentation, processed accurately and on time, and properly archived.
• Manage multiple payment cycles throughout the year and ensure readiness to support increased activity as CHC expands into new chains.
• Coordinate the expiry management process between KAMs, accounts, distributors, Finance, and Supply to ensure the correct products are collected, validated, and processed in line with internal policies and procedures.
• Follow-up on the required customer compensation, ensuring amounts are validated and approved by Finance and that the process is completed accurately and within agreed timelines.
• Collect, consolidate, validate, and maintain customer stock and sell-out data received from KAMs and ensure data is cleaned, aligned, and shared with relevant stakeholders, including SFE, to support performance monitoring, forecasting, and effective order planning with accounts. 
• Own the annual archiving and consolidation of agreements and customer contracts and maintain an accurate overview of fixed and variable discounts and commercial terms to support monitoring of net revenue, accruals, customer performance, and achievement against commercial targets.
• Prepare and share quarterly performance reports with Tier 3 accounts, providing visibility on purchases versus agreed targets and highlighting any additional rebates earned or missed.
• Maintain accurate and up-to-date Gulf pricing and availability databases, including competitor pricing benchmarks, public/private availability matrices, insurance coverage matrices, and other relevant market information to support commercial decision-making.
• Maintain a consolidated Gulf-wide enlisting tracker and coordinate follow-up on outstanding actions, ensuring timely updates and visibility of progress across relevant stakeholders.
• Maintain accurate records, trackers, and supporting documentation for customer-related processes, ensuring information is readily accessible for monitoring, reconciliation, reporting, and audit purposes.
• Act as a central coordination point between KAMs, Accounts/Finance, Supply, distributors, SFE, and other relevant stakeholders to facilitate smooth execution of customer-related activities and ensure timely resolution of operational issues.

Your Profile:

• Bachelor’s degree in Business Administration, Finance, Commerce, or a related field.
• 3+ years of relevant experience in customer relations, commercial operations, sales operations, order-to-cash, finance coordination, or a similar role.
• Experience working in Pharma, Healthcare, FMCG, or another distributor/customer-driven environment is preferred.
• Good understanding of customer and commercial operations processes.
• Strong Excel skills, including data consolidation, validation, reconciliation, and reporting.
• Ability to work with customer sales, stock, sell-out, pricing, discount, and target data.
• Good understanding of commercial terms, rebates, discounts, credit notes, accruals, and revenue-related processes.
• Understands customer needs and ensures timely, accurate, and professional execution of customer-related activities.
• Maintains a high level of accuracy when handling financial, commercial, and customer data.
• Effectively manages multiple recurring activities, deadlines, and stakeholders.
• Works effectively across KAMs, Finance, Supply, Accounts, distributors, and other functions.
• Takes ownership of assigned processes and follows through until completion.
• Identifies discrepancies, follows up on outstanding issues, and coordinates appropriate resolutions.
• Communicates clearly and effectively with internal and external stakeholders.
• Uses data accurately to support monitoring, reporting, forecasting, and commercial decision-making.
• Follows established policies and processes while identifying opportunities for simplification and improvement.

This is the opportunity to join a very dynamic organization, where decisions are taken fast and where you can actively participate in shaping our future. If this sounds exciting, we would love to hear more about you!

Data Privacy Note

In connection with your application, Arcera will collect, process and store personal data about you. OurData Privacy Notice, provides an overview of the personal data that Arcera processes during the application process.

Note: This Privacy Notice may be updated by Arcera, we therefore invite you to consult the latest versions via the above links. In the event of any conflict between the English and German versions of this Privacy Notice, the English version shall prevail.