Account Manager - Medical Cannabis Industry

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Account Manager - Medical Cannabis Industry, London

Client:

Lumino

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

9

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

Account Manager

Medical Cannabis Industry

Location: Old Street, London.

The company requires the successful candidate for this role to be at the office five days a week, although the company does allow for flexibility when required.

Industry Context

Medical cannabis has been legal in the UK since 2018, with over 60,000 patients currently prescribed medical cannabis through private clinics. These numbers are consistently growing. Over 99% of prescribed medical cannabis products in the UK are imported by distributors and sold to private clinics for patient prescriptions.

Company Overview

My client, founded in 2023, is an innovative and upcoming medical cannabis importer, distributor, and wholesaler in the UK. Established by a team of experienced founders with extensive experience and a proven track record in the medicinal cannabis space, including importing and distributing medical cannabis, their mission is to become a leading, reliable, and trusted partner for UK healthcare organizations whose patients can benefit from medicinal cannabis. They import medical cannabis-based medicines from around the world and distribute them to private clinics and pharmacies in the UK that are already prescribing medical cannabis and to the existing pharmacies supplying the private healthcare sector who now want to add medicinal cannabis to their formularies.

As the company is in its early stages, it seeks individuals eager to be part of an empowered, motivated, and cohesive team building something that can have a significant and positive impact on people’s lives. An ideal candidate will be motivated by the opportunity to be hands-on and by the chance to continuously improve systems now and as the business evolves, whilst embodying a disciplined, collaborative, and systematic approach.

Job Summary

The Account Manager, reporting into the CCO, plays a crucial role in providing exceptional customer service, including handling enquiries from customers who are likely to be either a Private Clinic, Pharmacy or medical cannabis/pharmaceutical wholesaler, whilst following the Quality Management System (QMS). This position involves ensuring high-quality account management, customer service, maintaining compliance with healthcare and legal regulations, and effective management of staff and resources. The Account Manager will act as a key interface between customers and my client’s team, including the Quality Manager, CCO, Product and Supplier Manager, and Supply Chain and Stock Manager. The Account Manager will excel at building strong relationships, providing proactive support, and helping customers ensure that their supply requirements are met to allow them to run an efficient business. They must also stay informed about the latest cannabis products, therapeutic effects, and industry trends to provide accurate information and support to customers.

Although the title of this role is Account Manager, you will also serve as the first point of contact for all customers, effectively acting as a Customer Service Manager as well. We are looking for individuals who not only have a strong commercial mindset but also excel in customer service to ensure the client delivers an exceptional service.

Key Responsibilities

Customer Management and Enquiries

• Responsible for establishing and managing relationships with customers and prospective customers in the market, serving as their primary contact and trusted partner.
• Ensuring all customers are onboarded in a compliant manner, coordinating with the Quality Manager and ensuring that customers are aware of relevant contacts and processes.
• Responsible for customer orders and forecasts, ensuring orders are received, processed, and tracked against demand, coordinating closely with the Supply Chain and Stock Manager to ensure that stock management processes are followed.
• Respond to all customer enquiries and complaints, ensuring they are handled and dealt with in an effective and compliant manner and in compliance with the QMS.
• Work with the Product and Supplier Manager and Quality Manager to obtain approved information relating to products and the formulary to share with customers when requested and where permitted by law and regulation.
• Ensure that customer requirements are thoroughly understood so that any potential gaps in the formulary, qualitative feedback, and potential opportunities to meet clinical demand can be communicated to the Product and Supplier Manager. Coordinate closely with the Product and Supplier Manager to ensure that the product pipeline is aligned with customer and clinical demands.
• Maintain regular contact with customers to understand any changes in their needs, finances, or other business dynamics. Tailor solutions and support services to meet the unique needs and challenges of each customer.
• Prioritise and onboard new customers efficiently, coordinating with team members responsible for the Quality Management System and Standard Operating Procedures.
• Effectively manage expectations for potential new customers, ensuring that the company is able to sustainably grow its customer base without creating a risk to the continuity of supply to existing customers.
• Collaborate closely with the entire team to identify and prioritise potential leads and opportunities to achieve the company’s strategic objectives.

Product and Demand Forecasting

• Regularly capture product demand data from customers and coordinate closely with the Supply Chain and Stock Manager on each existing and prospective customer to develop a forecast, working to ensure fluctuations are managed effectively.
• Understand from the Product Manager the product taxonomy and wider product details, including potential alternatives.

Strategic Planning

• Create strategic account plans to outline objectives, opportunities, and action plans for enhancing customer satisfaction and growth, coordinating closely with the Quality Manager in relation to any issues or challenges identified or foreseen.
• Identify opportunities for expanding product offerings to better service customers.

Industry Knowledge

• Monitor and remain up to date on relevant products, industry trends, and regulatory requirements to offer informed and compliant support to customers.
• Understand any dynamics affecting customers to enable the company to provide a service tailored to their specific needs.
• Follow the Quality Management System and Standard Operating Procedures to provide information to pharmacy and clinic customers, where permitted, regarding products.

Regulatory Compliance and Quality Assurance

• Partner with the Quality Manager to ensure adherence to the Quality Management System and Standard Operating Procedures in daily operations.
• Ensure that any complaints are managed as determined by the Quality Management System.
• Feedback customer and patient information to the product and supply leads to help evaluate product performance, identifying opportunities for enhancement, cost reduction, and risk mitigation.
• Review customer relationships. Help Identify new opportunities once you have learnt the market.

Qualifications & Skills

• You must have extensive experience in B2B customer service, account management, customer success, client management within highly regulated consumer markets such as Alcohol, Tobacco, OTC Pharmaceuticals, Supplements/Vitamins, Nutraceuticals, Cosmetics, Health foods, Cigars, CBD, Nutritional products, FMCG Food & beverage, Pharma, Unique luxury consumable products. Smaller Pharmaceutical companies or companies that sell unlicensed medicines/specials are also applicable.
• You must have an interest in working with Medical Cannabis and a desire to learn about this industry and contribute.
• Strong understanding of regulatory compliance and quality assurance standards.
• Ability to work autonomously, whilst being proactive and solution oriented.
• Excellent organizational, analytical, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• You are customer orientated whilst having a commercial focus.
• Bonus points for Medical Cannabis Experience, whether that’s commercial experience from working in a company or even if you are just a medical cannabis patient.
• Bonus points for experience in startups, younger or smaller businesses or any evidence of willingness to roll up your sleeves.
• £40,000 – £75,000 depending on experience and seniority level (the client is open to candidates at varying levels).
• 25 days holiday + bank holidays.
• Work phone & laptop provided.
• Two additional well-being days per year.
• Ongoing training & development opportunities, including an industry-leading Medical Cannabis course to get you up to speed during your onboarding.

Applying

If this sounds interesting and you would like more information, please apply through this site or email your CV to [emailprotected]. Referral fees are available if you know someone suitable.

Applicants must be based in the UK and have the right to work. Sponsorship is not available. Successful candidates will undergo DBS & reference checks before employment.