Job Description

The Customer Excellence Manager, reporting to the Customer Excellence Director (SEA), plays a vital role in driving high performance within our brand and in-field teams to support organisational growth. This position focuses on implementing new commercial capabilities to enhance customer-centricity, external focus, and innovation.

Core Role:

• Guide, monitor, and develop strategies to enhance business processes and planning/execution across all brands and functions. This involves close collaboration with business leaders to continuously improve patient-centric and externally focused approaches.

In Field Team (IFT) Excellence:

• Support effective execution of brand strategies in the field, improving salesforce efficiency.
• Champion the use of Veeva CRM system to collect and analyze data, providing valuable feedback on IFT performance and professional advice to business leaders.
• Enhance IFTs\' abilities to deliver impactful interactions with stakeholders by strengthening the "Challenger" mindset and skills.
• Collaborate with Sales Managers to improve efficiency of cross-functional activities, including commercial, medical, and market access.
• Educate the company on the concepts, processes, methodology and benefits of SFE and CRM data analysis with an aim to make an impact on: Resource allocation optimization, sales force strategy and targeting strategy design and implementation

Brand and Marketing Excellence:

• Support alignment and communication between brand teams and IFT, working closely with commercial leads to improve efficiency.
• Provide guidance in launch excellence process and tools for new product launches.

Business Strategy:

• Drive the NNLRP (No Numbers Long Range Plan) and Brand Planning agenda, ensuring successful execution.
• Utilise IQVIA market reports to provide insights and facilitate action planning for brand teams.

Digital Strategy:

• Collaborate with brand teams to ensure multi-channel solutions reflect the strategic voice of the business and end-users, delivering value to the organisation and customers.

Training Strategy:

• Identify training gaps and needs through surveys, interviews, and assessments.
• Partner with Human Resources and Commercial teams to design and develop training programs for the in-field team.

Be with a successful, forward-looking global player to accelerate your career|Play a vital role in driving high performance and organisational growth

Bachelor\'s degree required.

Minimum 5 years of experience in sales management, sales learning & development/coaching, or product management (preferably in the biopharma industry).

Strong verbal and written communication skills (English).

Proficiency in IT, including CRM systems, Microsoft Office (Word, Excel, PowerPoint), and database management.

Excellent prioritisation, planning, project management, and change management skills.

Strong analytic skills, including experience in developing dashboards, KPIs, and measurements in CRM systems.

Ability to work cross-functionally in a matrix organisation and influence upwards.

Passion for innovation and creativity in business processes, with the ability to challenge the status quo appropriately.

Strong presentation and communication skills, both written and verbal.

Ability to operate effectively in ambiguous situations.

Our client is a research-based bio-pharmaceutical MNC company, which discovers, develops, manufactures, and commercialises drugs for the treatment of chronic and complex diseases.

• Competitive compensation and benefits packages.
• Opportunities for personal growth and advancement

Michael Page