Commercial Excellence and Customer Engagement Director EU

Job Purpose

In this role, The EMEA Commercial Excellence Director will drive Commercial Excellence of the Rare Diseases Business at EMEA level:

• Progressing, enhancing and implementing overall Customer Engagement Strategy

• Advising Senior Management and General Managers on innovation possibilities, possible efficacy and efficiency improvements in relation to Commercial Excellence/Customer Engagement
• Strategically and Operationally managing relevant CRM system 
• Assessing, implementing and/or maintaining effective Go-To-Market models in relevant affiliates/geographies
• Delivering valuable insights regarding commercial effectiveness
• Monitoring, Assessing, Developing, Customer Facing Teams’ capabilities

Key Responsibilities

• Setup infrastructure and systems in close alignment with regional leaders, GMs and sales managers (CRM, Analytics, Dashboards, Insights, etc.) and ensure high data quality and utilization
• Establishes KPIs and performance metrics/dashboards. Monitor performance against agreed KPI for GMs and Business Leaders (Country Managers, Franchise Heads etc.)  with analytics of sales force performance to identify opportunities for improvement.
• Implement standardized SFE systems, tools, analytics, performance dashboards and quantitative and qualitative KPIs including management of Power BI Dashboards
• Work with EU Commercial Director and leading EMEA focus teams for Customer Engagement Strategy and Operations  
• Drive Customer Facing Team’s (CFT) productivity and improve quality and transparency of resource allocation decision making by targeting & segmentation, territory design/ alignment, CFT capacity planning, product allocation, call plan design and monitoring, account planning and customer acquisition strategies and action plans, performance measurement, monitoring and CFT ROI analysis
• Maintenance of CRM system (data extraction and monitoring KAM and MSL standards)
• Driving the systematic generation of insights and generating recommendations ensuring the compilation and monthly analysis of market data
• Align strategic company and BU objectives with sales and promotion plans and incentive schemes
• Run strategic projects for the Business that involve resource allocation, EMEA Customer Engagement Strategy, incl. implementation 
• Develop, implement and support Training Programs with the focus on Customer Engagement and SFE training programs in the broadest sense

Required Education

• University degree (BA/BSc or marketing equivalent) from an accredited university

Required Skills and Experience

• Good understanding of pharmaceutical sales and marketing processes
• To work cross-functionally in multicultural setting
• Need to be proactive and accountable in addressing key issues
• Excellent planning, organization, implementation and tracking skills
• Results oriented; takes pride in delivering consistently high-quality work and effectively conveys value
• Outstanding interpersonal skills and an ability to successfully influence without authority and effectively work across functions, levels and personalities
• Able to navigate a complicated, matrixed corporate infrastructure, creating impact and driving change; strong cross-functional collaborator and relationship-builder
• Demonstrated good judgment; ability to effectively prioritize workload and pivot between demands
• Ability to act as sounding board for GMs and commercial leaders in EMEA and perform advisory role in relation to Customer Engagement (including Omi-Channel)
• Minimum of 5 years of experience in SFE and/or commercial excellence function ideally with pharma company
• Highly experienced in sales force operations, target setting, incentive schemes, Customer Engagement (operational models)

Technical Competencies

• Hands-on experience working on CRM packages, being able to explore full possibilities
• Having knowledge and experience with CFTs’ skill development, (non-medical) soft skills training
• Highly developed analytical skills, ability to synthesize and interpret data/insights into recommendations
• Excellent technical capabilities in the use of MS Office. Advanced Excel skills.
• Understanding of an international environment, including understanding of regulatory requirements in pharma/biotech
• Experience managing third-party suppliers and associated budget

Required Behaviours and Competencies

FOCUS:

• Fulfil commitments on time and in full.
• Deliver value adding projects for RRD EMEA management and GM/affiliate community.

EMPOWERNMENT AND ACCOUNTABILITY

• Approaching the role with commitment, passion and a can-do attitude
• Taking responsibility for tasks which may not be core to the job description.

COLLABORATION:

• Working together with colleagues to contribute to the company’s success.
• Considering and respecting differences whilst developing own vision and advise.

INNOVATION: 

• Drive innovation projects including but not limited to Go-To Market models, Training CFTs, Data Insights, Customer Insights, Training etc.
• Horizon scanning of new relevant developments outside of the organization, assessing and advising on possible value to RRD EMEA.

Required Languages

Fluency in written and spoken English

Travel required in %

Needs to be willing to travel to affiliates and work additionally to primary location in other mentioned locations.

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