Senior Program Manager

Location:

At Shoppers Drug Mart, we're innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we're caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it's a great place to work.  We're committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training, and development and many more perks

Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless

Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.

SHN is hiring a dynamic Senior Program Manager to join a team that partners with a pharmaceutical manufacturer client to lead their patient support programs for specialty drug therapies.  This team delivers superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.  This role will report to the Director, Specialty Programs. 

You are responsible for the successful performance of patient support programs. You provide leadership for all staff responsible for program deliverables including key performance metrics, operations and customer service excellence. As the key account and relationship manager, you foster strong partnerships with clients, provide business insights and develop and implement strategic goals to grow the business.

What you will do:

• Provide leadership and strategic direction on client programs and initiatives to drive innovation,  efficiencies, and continuous improvement

• Main point of contact with clients, develop and maintain relationships with clients

• Establish performance standards and monitor achievement

• Achieve Business Plan goals and meet the financial targets established for the Program

• Cross-functional leadership of stakeholders to ensure understanding and ownership of deliverables to drive business decisions

• Manage program deliverables on time and within scope

• Anticipate and respond to a rapidly changing market with insight and innovation

• Oversee Program contracts with respect to timelines, SLAs, KPIs and delivery of monthly billings and reports

• Identify risks and communicate appropriately with senior management to develop risk mitigation plan

• Lead and facilitate meetings to keep team members engaged, motivated, and on task

• Provide a collaborative environment for issues to be discussed and resolved effectively and appropriately, and with buy-in from all stakeholders

• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures.

What you will need:

• 5-7 years' account management and/or patient support program management or management experience and/or previous pharmaceutical brand management experience

• Demonstrated leadership and ability to influence without authority

• Strong critical thinking, business acumen, communication, presentation, and decision-making skills

• Strong financial acumen and hands on budget management experience

• Outstanding organizational and time management skills

• Ability to effectively communicate across multiple levels of the organization

• Knowledge of provincial drug reimbursement programs and third-party drug coverage issues and bilingualism are assets

• Computer skills, including MS Project and Visio

• University degree or equivalent industry-related experience

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand.   Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You'll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

Employment Type:

Type of Role:

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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