Plasma Collection and Donors Affairs Manager

JOB OBJECTIVE
He/she is responsible for managing a strategic business unit including plasma collection marketing, donor relations and services and GEPD call center.
He/she is responsible for creating the strategies for marketing, donors affair and services including new donors recruitment, donors retention and donors communications. He/she is responsible for optimizing the whole operations related to the business unit including financial, administrative, quality, personnel, systems, third party management and other infrastructure related controls.
He/she has the overall accountability for the daily operations, staff-related activities, quality control, compliance with all applicable policies & regulations, optimize operational efficiency and establishes a work environment that foster operational excellence.
He/she coordinates and harmonizes the efforts of the business units sub-functions with the donation centers to achieve the performance KPIs and plasma collection annual forecast through recruitment and establishing a qualified, regular national donor foundation through a unique donor experience and exceptional donor service that creates and maintains trust, advocacy and loyalty.

ENVIRONMENT
Internal: Quality, DC Operations, Procurement, Finance, Facility management team, and HR.
External: Donors, Patient associations, Third party providers, Medical associations, Corporates, Community-based organizations and others.

KEY RESPONSIBILITIES

People Management & development

• Establish a work environment that foster operational excellence.
• Ensure all employees are properly, timely, and efficiently trained on the relevant technical areas.
• Provide regular feedback and coaching for employees.
• Develop & retain talents, through regular meetings, goal check-ins, development plans, etc.
• Administer regular check-ins and year-end performance review & development plans, etc.
• Support and conduct teams trainings.

Business responsibilities:

• Create the long- and short-term strategies for plasma collection marketing and donor services.
• In alignment with the plasma procurement planning and control, set the annual budget and forecast for each donor center.
• In alignment with the donor center managers set the performance KPIs to achieve the related objectives.
• Achieve the strategic objective for establishing a national regular donor foundation through pre-set KPIs for each donor center.
• Ensure efficient implementation for GEPD strategic vision for donor service for value proposition.
• Harmonize the workflow between different stakeholders involved in donor services.
• Keep an efficient new donor recruitment and retention cycles through the implementation of the strategic plans and tactics.
• Monitor the team performance and continuously enhance the efficiency of processes established for donor services across GEPD donation centers.
• Generate analytics and insights for donor conversion, donor retention nationally and per each center.
• Oversight the call center performance and KPIs.
• Leads the donor recruitment marketing activities across DCs.
• Mitigate risks that might affect donor centers performance or GEPD image.
• Ensure the generation of high-quality analytical reports for field operations and call center timely.
• Keep efficient communications and harmony with all stakeholders.

Quality & Compliance;

• Ensure that the business unit is operating with high level compliance to companys policies, procedures, and regulations.
• Manage audits performed for the related functions and help to resolve any related issues.

ACADEMIC EXPERIENCE REQUIRED
Bachelor s Degree

PROFESSIONAL EXPERIENCE REQUIRED
Typically requires a minimum of 5 years of related experience in business development, sales and marketing.

COMPUTING SKILLS
Proficiency in all Microsoft Office applications, and familiarity in working with CRM applications.

PERSONAL SKILLS

• Ability to plan and execute activities for the improvement of overall operations.
• Strong communication skills.
• Strong Interpersonal skills.
• Maintain a positive attitude focused on customer satisfaction.
• Emotional intelligence.
• Assertiveness & decision-making ability.
• Critical thinking and problem-solving.
• Teamwork and collaboration.
• Professionalism and strong work ethic.
• Analytical.
• Ability to work within a highly regulated, labor-intensive, fast-paced medical environment.

LANGUAGES
Very good written and spoken English and Arabic.