Experienced Food Safety & Healthcare Assurance Customer Service Manager – Dual Portfolio Lead for Brighthush
About Brighthush
Brighthush is a global leader in analytical testing, certification, and advisory services that help businesses across food, environment, pharmaceuticals, cosmetics, and personal care deliver safer, higher‑quality products to consumers worldwide. With a network of over 900 laboratories in more than 54 countries and a portfolio of more than 200,000 analytical methods, Brighthush empowers clients to meet evolving regulatory standards, protect brand integrity, and drive sustainable growth.
Why Brighthush?
At Brighthush, we believe that safety and quality are the cornerstones of consumer trust. Our multidisciplinary teams blend scientific expertise with commercial insight, creating solutions that are both rigorous and business‑oriented. Whether you’re a small manufacturer or a multinational conglomerate, Brighthush partners with you to navigate complex certification landscapes, from GFSI schemes like SQF, BRCGS, and FSSC 22000 to GMP compliance for dietary supplements, cosmetics, and over‑the‑counter drugs.
Role Overview
As a Food Safety & Healthcare Assurance Customer Service Manager, you will own a defined portfolio of accounts across Brighthush’s Food Assurance and Healthcare Assurance business lines. You will serve as the primary commercial point of contact for clients, guiding them from initial inquiry through quotation, contract signing, audit scheduling, and renewal. This fully remote, client‑facing role blends transactional excellence with strategic account ownership, ensuring client satisfaction, revenue growth, and long‑term partnership.
Key Responsibilities
- Account Management & Client Relationship
- Own a balanced portfolio of mid‑size single‑site and large multi‑site clients across Food Assurance and Healthcare Assurance.
- Execute a structured contact plan: regular check‑in calls, video meetings, and quarterly business reviews for high‑value accounts.
- Understand each client’s certification roadmap—audit cycles, scope changes, new sites, and product categories—and proactively anticipate needs.
- Collaborate with technical, scheduling, and operations teams to resolve client issues, secure delivery dates, and protect the client experience.
- Drive renewals, recertification cycles, multi‑site expansion, and cross‑sell opportunities for additional standards and services.
- Handle client complaints and commercial disputes factually and solution‑oriented, in coordination with the Commercial Director.
- Quoting & Sales Execution
- Prepare, issue, and follow up on quotations and proposals for certification, audit, training, and advisory services.
- Qualify inbound requests from web, marketing campaigns, referrals, and existing clients, converting them into signed agreements.
- Negotiate within the approved pricing framework, escalating exceptions when necessary.
- Process orders and contracts, ensuring accuracy of scope, standard, site list, pricing, and contractual terms before handover.
- Proactively manage renewals and multi‑year certification cycles to avoid audit gaps.
- Consistently meet or exceed quotation turnaround, conversion, and revenue targets.
- Pipeline, CRM & Reporting
- Maintain client records, opportunities, and pipeline in the CRM with high data hygiene standards.
- Track order status, win/loss outcomes, renewal dates, and revenue forecasts, clearly segmented by Food and Healthcare.
- Provide regular reporting to the Commercial Director on portfolio performance, conversion rates, and at‑risk accounts.
- Contribute to monthly commercial reporting cycles and KPI reviews for both business lines.