Client Partner – Retail Pharmacy

Role: Client Partner - Retail
Location: Chicago, IL

This role is responsible for client relationship management, service delivery governance, financial oversight, growth, and value realization across offshore BPS operations, acting as a trusted advisor to senior client stakeholders and an orchestrator across internal delivery, transition, and transformation teams.

The Client Partner ensures stable operations, continuous improvement, and expansion of scope, while aligning offshore delivery with the clients business outcomes, compliance requirements, and cost optimization goals.

Key Responsibilities:

Client Relationship & Stakeholder Management
• Serve as the single point of accountability for the BPS offshore relationship with the retail pharmacy client
• Build and sustain executive-level relationships across operations, supply chain, merchandising, store support, pharmacy, marketing and shared services
• Act as a trusted advisor, aligning service outcomes to client business priorities and transformation objectives

BPS Delivery & Governance
• Provide oversight for offshore BPS delivery across defined business functions (e.g., supply chain, inventory, merchandising support, finance ops, store operations support)
• Ensure adherence to SLAs, KPIs, compliance, and risk controls, including pharmacy and retail regulatory requirements
• Lead operational reviews, QBRs, and executive steering meetings, driving transparency and issue resolution
• Partner closely with Delivery Managers, Transition Leads, and Offshore Leadership to ensure service stability and scale

Financial & Commercial Management
• Own P&L management for the BPS engagement, including revenue, margin, cost optimization, and productivity commitments
• Govern contract compliance, change requests, SOWs, and commercials
• Drive efficiency levers such as automation, standardization, and demand shaping across offshore operations

Growth & Account Expansion
• Identify and drive scope expansion opportunities within existing and adjacent BPS services
• Lead opportunity shaping, value articulation, and solution alignment in partnership with sales and solution teams
• Support new transitions, pilot programs, and transformation initiatives to expand the BPS footprint

Transformation & Continuous Improvement
• Champion process transformation, automation, and digital enablement within BPS operations
• Leverage analytics, AI, and process excellence frameworks to deliver measurable business outcomes
• Ensure knowledge retention, resilience, and scalability across offshore teams

Leadership & Collaboration
• Act as the bridge between client leadership, offshore delivery teams, and internal stakeholders
• Coach Delivery Managers to evolve from task execution to outcome ownership and client-oriented delivery
• Promote a culture of accountability, ownership, and continuous improvement

Required Experience & Skills:

Experience
• 15+ years of experience in client management, BPS, or large-scale service delivery, preferably in Retail or Healthcare/Retail Pharmacy domains
• Proven experience managing offshore delivery models and large, complex client engagements
• Strong background in account governance, financial management, and service scaling

Domain & Functional Knowledge
• Retail Pharmacy or Retail Operations exposure preferred (e.g., supply chain, inventory, store operations, pharmacy, marketing, shared services)
• Understanding of BPS operating models, service transitions, and transformation programs

Leadership & Communication
• Executive presence with the ability to influence senior client stakeholders
• Strong communication skills across business, operations, and delivery leadership
• Ability to manage ambiguity and lead through scale and change

Success Metrics
• Client satisfaction and relationship depth
• SLA/KPI achievement and operational stability
• Financial performance (revenue, margin, productivity)
• Scope expansion and growth pipeline
• Effectiveness of offshore delivery and transformation outcomes

Salary Range: $130,000 - $203,000 a year