Client Delivery Manager

Employment Type: Full-time

Client Delivery Manage

Commercial Operations · Reports to Commercial Ops Manager

The Client Delivery Manager supports Rephine's global sales operations by delivering high-quality technical proposals and managing contract execution within the Commercial Operations Centre of Excellence (CoE) based in India.

This role owns:

• Technical proposal drafting using standardised templates and costings
• Contract drafting and processing (MSAs, TAs, amendments)
• Coordination with global sales teams
• Maintenance of proposal content libraries

The role ensures all proposals and contracts are:

• Delivered within agreed SLA timeframes
• Accurate and complete
• Aligned with Rephine's commercial standards
• Properly documented in Salesforce and DocuSign systems

This is a specialist operational role focused on proposal and contract execution, not a client-facing or sales role.

Profile

Education & Qualifications

• Bachelor's degree in Business, Commerce, English, or related field

Experience

• Minimum 2 years in proposals, contracts, or commercial operations roles
• Preferably within a global company or professional services environment
• Hands-on experience with Salesforce CRM
• Practical experience with DocuSign or equivalent e-signature platforms
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience in pharmaceutical, life sciences, or regulated industries highly desirable

Skills & Competencies

• Excellent written English communication skills with strong attention to detail
• Strong organisational skills and ability to manage multiple priorities
• Demonstrated ability to work efficiently within defined processes and SLAs
• Commercial awareness and understanding of B2B service agreements
• Quality focus with commitment to accuracy and completeness
• Ability to work independently while collaborating effectively with global teams
• Comfortable operating in a high-accountability, metrics-driven environment

Key Responsibilities

Proposal Development & Delivery (50%)

• Draft technical proposals for core GMP consulting services using standardised templates
• Ensure proposals accurately reflect client requirements, service scope, and commercial terms
• Coordinate with commercial sales teams to gather necessary information
• Deliver approximately 5 proposal drafts per week within quality standards
• Maintain and update proposal content library and templates for consistency
• Ensure SME proposal review cycles are completed within target (< 2x iterations)

Contract Processing & Management (50%)

• Process all contract types including CDAs, MSAs, Technical Agreements, and amendments
• Review and respond to contract redlines within 24-hour SLA
• Draft contracts within 24-hour turnaround and complete full execution within 1-week total TAT
• Process approximately 70 contracts per month with high accuracy
• Utilise DocuSign for contract workflows and ensure proper documentation
• Maintain client contract rejection rate below 5% through quality control

Systems & Data Management

• Maintain accurate records in Salesforce CRM for all proposals and contracts
• Track proposal status, contract workflows, and SLA compliance metrics
• Ensure proper filing and documentation of all executed contracts
• Generate reports on individual performance metrics as required

Quality & Continuous Improvement

• Conduct quality reviews of own work to minimise errors and client rejections
• Identify opportunities to streamline proposal and contract processes
• Provide feedback on template improvements and content updates
• Support implementation of process improvements as directed by Line Manager and Commercial Ops Director

What We Offer

• Opportunity to work in a compliance-driven, high-impact role within a specialised industry
• Collaborative environment with technical experts and cross-functional teams
• Competitive compensation package (details provided upon application)
• Professional development in a quality-focused setting