Key Accountabilities:
Drive Customer Engagement and Omnichannel activation at regional level:
- Serve as a primary point-of-contact and thought partner for Regional Head, Regional leadership team and countries to advance Customer Engagement impact.
- Drive best-in-class customer engagement models, continuously adjusted to customers’ needs and regional strategic imperatives. Support markets with tailored solution addressing findings of CE maturity assessments.
- Consult and Challenge region- countries to foster execution and continuously improve Customer Engagement models.
- Ensure that best practices for the application of Omnichannel get transferred across countries and where applicable in a customer-centric approach, in close collaboration with Global Omnichannel Excellence.
- Drive standardized analytics and KPIs tracking at regional level, in close collaboration with Global Omnichannel Insights Excellence.
- Bring outside perspectives and continuously benchmark Customer Engagement Vs competition and industry trends.
- Enable laser-focused execution by equipping regional and countries teams with relevant capabilities and business solutions, in close collaboration with Global Capabilities.
- Facilitate best practice sharing by establishing Business Excellence regional and global communities.
Drive Field Force Effectiveness at regional level.
- Support countries in planning and execution of field force effectiveness initiatives and related analytics, where applicable in close collaboration with Regional leadership team and Global FFE Excellence.
- Support the implementation of CRM and Omnichannel ecosystem enhancements including enablement sessions in close collaboration with Capability Building, IT, Regional Leadership and Global FFE Excellence teams.
Drive Excellence & facilitate Global Governance:
- Step as an ambassador and secure coherence of implementation of must-win global initiatives: Global SIP Guidance, CRM Harmonization, Global Segmentation & targeting….
- Facilitate channel mix, marketing mix and go-to-market optimization discussions at regional and local level in close collaboration with Global Business Transformation
- Execute above accountabilities in alignment, connection, and collaboration between cross-functional teams – commercial, medical, IT, compliance – at global and regional levels – and in line with regional priorities
Skills & Competencies:
• High level understanding of company CRM system, MCM tools, data management ecosystem and capacity to communicate and coordinate multiple parallel projects effectively.
• Strong communication skills to effectively engage with country leadership team and regional/global stakeholders across diverse time zones and topics.
• Strong leadership skills and ability to address critical and challenging situations with senior stakeholders e.g., regional leadership, general managers, BU heads etc.
• Ability to work independently with cross-cultural project management skills.
• Business acumen and ability to identify gaps and connect the dots.
• Problem solving mind-set.
• Project leadership and team leadership skills in a matrix environment.
• Facilitation, presentation, and strong communication-convincing skills.
• Strong analytical skills and ability to make recommendations to the local, regional teams and regional management.
• Strong English writing and speaking skills.
• Persuasive, consistent and inspiring in implementing changes.
Qualifications/Experience:
- Minimum Bachelor’s university degree, additional degree/diploma in Marketing/Business or related field desirable.
- 10+ years’ experience in Pharma Marketing, Sales and/or Customer Excellence.
