Commercial Operations Director

About the role

As a global medical device company originating from Japan, we pursue reliable quality and technology to contribute to healthcare in more than 160 countries and regions around the globe. We promise to walk alongside healthcare professionals to continue to make great contribution to society, now and into the future. Summary of the Role The Commercial Operations Manager will lead and oversee three critical functions- Supply Chain Management (SCM), Customer Service, and Tender Management -to ensure seamless operational execution in support of the company's commercial strategy. This role is pivotal in driving efficiency, compliance, and customer satisfaction while collaborating closely with the Commercial team, Finance, and external distribution partners (4PL and Full Distributorship). Key Functions / Responsibilities 1. Supply Chain Management (SCM) Lead demand and supply planning to ensure product availability and minimize stock-outs. Oversee warehouse and logistics operations, ensuring timely and cost-effective delivery. Manage inventory and consignment processes with accuracy and compliance. Drive performance and governance of 4PL distributor partners, ensuring alignment with company standards. 2. Customer Service Supervise the customer service team to deliver responsive, professional, and solution-oriented support. Establish service KPIs and monitor performance to enhance customer satisfaction. Collaborate with commercial teams to resolve escalations and improve customer experience. Ensure order processing is completed accurately and on time, minimizing errors and delays. Establish a strong service mindset within the team to support sales, while ensuring good governance and data accuracy. Track and monitor order processing, invoicing, credit notes, and goods returns, ensuring all are handled in a timely and compliant manner. Implement systems and processes to strengthen data integrity and compliance across customer service operations. Provide and analyze relevant data related to customer billing to generate business insights or respond to ad-hoc requests from management. 3. Tender Management Lead the tender management team in preparing, submitting, and tracking tenders in compliance with regulatory and company requirements. Collaborate with internal stakeholders (Commercial, Finance, Regulatory) to ensure tender requirements are fully understood and addressed. Work closely with distributors (4PL and Full Distributorship partners) to coordinate tender document support, submission accuracy, and tracking of tender outcomes. Manage tender documentation, supporting materials, and approvals to guarantee completeness, accuracy, and compliance. Track and monitor tender performance from direct and distributor channels, ensuring timely submission and adherence to agreed standards. Establish processes to review tender outcomes, identify gaps, and drive continuous improvement in competitiveness and compliance. Provide visibility to leadership on tender pipeline, performance metrics like Win/Loss Ratio Tracking, and risk areas. Keep record and monitor tender awarded contract. 4. Leadership & Collaboration Manage and develop three functional teams (SCM, Customer Service, Tender Management), fostering a culture of accountability, collaboration, and continuous improvement. Work closely with Commercial, Finance, and external distributors (4PL and Full Distributorship partners) to ensure operational excellence and business growth. Provide strategic insights and operational updates to the Country Director. Education & Experience Bachelor's degree in Business Administration, Supply Chain, Logistics, or related field; Master's degree preferred. Minimum 8-10 years of experience in commercial operations, supply chain, or related functions, ideally within the medical device or healthcare industry. Proven leadership experience managing cross-functional teams. Strong knowledge of demand planning, logistics, inventory management, and tender processes. Experience working with 4PL partners and distributor management. Excellent communication, negotiation, and stakeholder management skills. Strong analytical and problem-solving abilities with attention to compliance and detail. Note to External Recruitment Agencies: Terumo does not recognize candidate submissions from any recruitment agencies and will not be responsible for payment of any recruitment fees due to the hiring of candidates whose resumes were submitted to Terumo employees or offices without the recruiting team's acknowledgement.