Customer Facing Excellence Specialist

The Position

• Responsible for reinforcing Execution Excellence in Hybrid Customer Engagement processes through embedding/enhancing core platforms, e.g. IMMPaCT, Veeva, Target Setting, Account Planning, Sales Incentive Plans, Multi-channel KPIs, etc.. Also supporting future CEE topics in the evolving hybrid CEM environment
• Accountable for the implementation and follow through of all CFT customer engagement projects and initiatives in Country by aligning with cross functional stakeholders for roll out of customer engagement initiatives.
• Work closely with CX teams MSI & ROPU to prioritise business requirements to deliver maximum business impact whilst supporting valuable long term relationships with our customers and end-users.

Duties and Responsibilities

Customer Segmentation and Targeting process management:

• Ensure effective, efficient implementation of the Operational Segmentation and Targeting (eg. CVM, Strategic segment & Customer channel preference) processes in MSI. Utilising customer surveys, creation of Brand/Portfolio matrices, strategic resource allocation and translating the agreed resource allocation outputs into Multi Channel Cycle Plans (MCCPs)
• Continuously seek enhancements to the process with the objective of having accurate, comprehensive customer database quality
• The first point of contact for any query/ support required cross-functionally (Sales, Marketing, Medical, GTM, etc.)

Veeva CRM System Management and Multi Channel Customer Engagement Implementation

• Ensure Veeva adoption remains 100% and all current (e.g. Survey, CfE, Event Management, MCCP's, Account Planning) and emerging hybrid CEM functionalities are fully leveraged
• Ensure Veeva is utilized for planning and execution excellence by leveraging Datasight and other analytical platforms under collaboration with Data and HP Analytics team
• Collaborate with IT M&S to ensure that Veeva works reliably, providing excellent user experience
• Anticipate and address current/ future Veeva requirements in the hybrid CEM environment, raising the necessary change requests
• Learn and apply new, proven practices through Veeva Success Manager/ seminars, ensuring relevant information is shared with the GTM One COmmunITy
• Continuously work towards establishing complete and accurate customer data (incl. channel preferences)

FF Sales Target Setting & Sales Incentive Plans:

• Continuously support field force’ sales target setting. Ensure data accuracy and alignment to the overall budget numbers.
• Maintain the FF Sales Target data process into the In-Market Sales database.
• In-charge of Sales Performance & KPI performance SIP calculation that adherence to the defined SIP scheme for MY & SG, CRM & Specialty Care TA.

Customer Facing Team platform training

• Driving overall change management efforts to ensure organizational buy-in to the customer engagement approach, and overall project implementation in country.
• Provide training of all customer engagement excellence topics, Customer Segmentation and Targeting process, Veeva CRM System, Sales Operations Systems & processes to MSI CFT on boarding.
• Conduct change management or refresher workshop to optimize buy-in on customer engagement excellence process and platform.

Compliance & Policies

• Comply with all regulations regarding interactions with healthcare professionals (HCP's), following the BI Code of Conduct
• Take prompt and necessary actions on issues of compliance

Requirements

• Bachelor degree (major focus Business Administration and/or Pharmaceutics and/or Economics, Engineering)
• Min 3 years of experience in Commercial Excellence/ SFE/ CRM
• Experience in Managing Customer Segmentation & Targeting
• Experience in Veeva CRM Management skills & customer data management.
• Proven Project Management skills
• Experience in territory feedback and territory alignment tools and management
• Proficiency in Data Management (Advance Excel Skills)
• Sales Force Effectiveness skills (KPIs etc.)
• Expert Analytical skills
• Good understanding of Sales and Marketing

Note to Recruitment Agencies:

Boehringer Ingelheim does not accept candidate submissions from recruitment agencies that our company does not have existing contracts with. Boehringer Ingelheim will not be responsible for payment of recruitment fees for the hiring of candidates whose resumes were submitted to our employees or offices without our prior permission.