Client Services Manager

About Blueco Healthcare

Blueco Healthcare is a digital-first healthcare and pharmacy infrastructure provider in Preston, Lancashire with a specialist focus in weight management, women’s health, sexual health, and addiction.

We are the regulated infrastructure behind some of the UK’s leading digital health brands, providing clinical and pharmacy services, patient care, and deep API integrations across NHS programmes, private healthcare, insurance, and direct pharmaceutical manufacturer programmes. Our pharmacy infrastructure is known as Onescript.

We support tens of thousands of patients every month and are targeting roughly 4x growth over the next year, backed by contracts already in place.

Overview

We are seeking a Client Services Manager to act as the primary relationship owner for a portfolio of healthcare partners.

Our clients are digital healthcare businesses that integrate with our platform to provide prescribing, dispensing and medication fulfilment services to patients. Some partners utilise our full healthcare and pharmacy service, while others use our pharmacy fulfilment capabilities only.

This role is responsible for ensuring clients receive an excellent service, make effective use of our platform and APIs, and work collaboratively with us to continuously improve operational performance. The successful candidate will become a trusted advisor to clients, helping them understand platform capabilities, identify opportunities for improvement, and coordinate changes across operational, technical, clinical and commercial teams.

This is not a sales-focused account management role. While commercial awareness is important, the primary focus is on partnership management, service optimisation, operational excellence, and helping clients achieve successful outcomes.

Reporting to the Head of Services, the role has no direct line management responsibilities.

Key Responsibilities

Client Relationship Management

● Act as the primary point of contact for a portfolio of clients.

● Build strong, trusted relationships with key stakeholders across partner organisations.

● Lead regular client review meetings, including monthly operational and service reviews.

● Ensure actions, decisions and follow-up activities are tracked through to completion.

● Maintain a thorough understanding of each client's business model, processes and priorities.

Service Optimisation & Operational Improvement

● Identify operational challenges, recurring issues and opportunities for improvement across client accounts.

● Analyse service performance and work collaboratively with internal teams and clients to improve outcomes.

● Help clients understand and optimise "unhappy path" scenarios such as held orders, failed deliveries, prescription exceptions and other operational bottlenecks.

● Recommend process improvements that can be implemented by our organisation, the client, or jointly.

● Facilitate the creation and maintenance of operational processes and documentation where required.

Platform & API Enablement

● Develop a strong understanding of our platform, workflows, APIs and available data.

● Support clients in making effective use of platform functionality and API data.

● Work with clients to identify creative solutions to business problems using existing platform capabilities.

● Provide guidance on API changes and new functionality.

● Act as a bridge between clients and internal product and engineering teams.

Reporting & Insights

● Monitor client performance and operational metrics.

● Produce bespoke reports and analyses to support client decision-making.

● Proactively identify trends, risks and opportunities through data analysis.

● Present actionable insights to clients and internal stakeholders.

● Support clients in understanding operational performance and service outcomes.

Client Change Management

● Assess incoming client requests and determine the most appropriate route for resolution.

● Triage operational, technical and product-related requests before escalating internally.

● Coordinate cross-functional activities involving operations, clinical, pharmacy, technical and commercial teams.

● Communicate changes clearly to clients and ensure smooth implementation.

Client Onboarding

● Support the onboarding of new clients using established onboarding processes.

● Review client integrations and test orders within UAT environments.

● Provide feedback and guidance to clients during implementation and testing.

● Coordinate onboarding activities with internal teams to ensure successful go-live outcomes.

Market & Industry Awareness

● Maintain awareness of developments within digital healthcare, pharmacy services and the UK weight management market.

● Share relevant industry insights and emerging trends with clients where appropriate.

● Support clients in understanding changes that may impact their operations or customer experience.

Skills & Experience

Essential

● Experience managing business-to-business client relationships.

● Strong operational and process improvement mindset.

● Ability to understand and discuss technical concepts with non-technical and technical stakeholders.

● Experience coordinating cross-functional teams and stakeholders.

● Strong analytical skills with the ability to interpret data and generate meaningful insights.

● Excellent communication and presentation skills.

● Ability to work independently and manage multiple priorities.

● Comfortable challenging assumptions and proposing practical solutions.

Desirable

● Experience working with APIs, integrations, SaaS platforms or technology-enabled services.

● Experience within healthcare, pharmacy, digital health or regulated environments.

● Knowledge of prescribing, dispensing or medication fulfilment workflows.

● Familiarity with private healthcare or weight management services in the UK.

● Experience with business intelligence, reporting or data analysis tools.

Success Measures

Success in this role will be measured through:

● Client satisfaction and relationship strength.

● Effective resolution and management of client issues.

● Successful onboarding and integration of new clients.

● Improved operational performance across client accounts.

● Client adoption and utilisation of platform capabilities.

● Delivery of actionable client insights and recommendations.

● Successful coordination of cross-functional initiatives and service improvements.

Working Pattern

● Remote-first role.

● Available on either:

○ Full time, or

○ 4 days per week, or

○ 5 days per week with a slightly reduced daily schedule.

● Reporting to the Head of Services.

● No direct line management responsibilities.