TENDER & CUSTOMER OPERATIONS MANAGER

Pharma Point, on behalf of Cytokinetics, is looking for a Tender & Customer Operations Manager to join the Italian organisation. Position Summary Cytokinetics is seeking a proactive and hands-on Tender & Customer Operations Manager to support the company’s growth in the Italian pharmaceutical market. The role combines responsibility for public tender management with selected customer service and commercial operations activities. The successful candidate will ensure timely and compliant participation in public procurement procedures, maintain contract and pricing administration, and act as a key operational contact for customers, distributors and internal stakeholders. The position is designed for a dynamic and growing organisation and requires a pragmatic individual who can balance strategic tender management with day-to-day operational execution. Reporting To: Sr Director Market Access & Government Affairs

Key Responsibilities
Tender Management
• Manage the end-to-end tender process for public and hospital procurement opportunities.
• Monitor national, regional and local tender publications and identify participation opportunities.
• Coordinate the preparation, review and submission of tender documentation within required deadlines.
• Liaise with external tender agencies and procurement platforms when applicable.
• Support coordination and internal alignment on pricing, commercial terms and tender strategy.
• Maintain tender trackers and ensure accurate reporting of opportunities, submissions, awards and contract expirations.
• Monitor tender outcomes and communicate results to internal stakeholders.
• Support forecasting and business planning through tender pipeline analysis.
• Ensure compliance with company procedures, public procurement regulations and industry requirements.
• Provide legal guidance on tender-related matters, including contractual clauses, public procurement requirements, commercial terms and risk assessment, ensuring timely and pragmatic support to the business. Contract & Pricing Administration
• Maintain pricing databases and commercial conditions.
• Support contract creation, amendments, renewals and documentation management.
• Update SAP systems with approved pricing and contract information.
• Maintain accurate records of awarded tenders and customer agreements.
• Support Commercial and Market Access teams with operational analyses and reporting. Customer Service & Commercial Operations
• Act as point of contact for customers, wholesalers, distributors, hospitals and procurement offices regarding order-related and administrative requests.
• Coordinate internally to resolve customer inquiries related to product availability, deliveries, contracts, pricing and tender execution.
• Monitor order fulfilment and support issue resolution with Supply Chain and logistics partners.
• Manage requests for administrative documentation required by customers and procurement authorities.
• Ensure accurate maintenance of customer master data and relevant commercial information.
• Support onboarding of new customers and distributors. Cross-Functional Collaboration
• Work closely with Market Access, Commercial, Supply Chain, Quality, Medical Affairs and external partners.
• Support audits and compliance reviews related to tenders and commercial operations.
• Contribute to continuous improvement initiatives and process simplification.
• Support the implementation of systems and tools to improve operational efficiency. Candidate Profile Required Qualifications
• University degree in Economics, Business Administration, Life Sciences, Pharmacy or related disciplines.
• Minimum 3–5 years of experience in public tenders.
• Preferred experience in commercial operations and customer service within the pharmaceutical, biotech or healthcare sector.
• Good understanding of the Italian healthcare and public procurement environment.
• Experience managing tender documentation and administrative requirements.
• Familiarity with ERP systems, preferably SAP, and Microsoft Office applications.
• Strong organisational and analytical skills.
• Excellent attention to detail and a strong compliance mindset.
• Fluent Italian and professional English. Preferred Qualifications
• Experience working in a startup, scale-up or lean organisational environment.
• Experience working with hospital products, specialty pharmaceuticals, biologics or rare disease therapies. Key Competencies
• Ownership and accountability
• Practical problem-solving
• Planning and prioritisation
• Stakeholder management
• Customer orientation
• Cross-functional collaboration
• Adaptability and resilience
• Strong communication skills Success Measures – First 12 Months
• 100% on-time submission of tenders and commercial offers.
• Accurate maintenance of tender and pricing databases.
• Timely resolution of customer operational requests.
• Reliable reporting of tender activity and contract status.
• Effective collaboration across functions.
• Continuous improvement of operational processes and workflows. Compensation Salary range: €63,000 – €84,000 gross annual salary, plus company benefits.