SFE Executive

The Position

• Supports multi-channel Customer Engagement Excellence through Veeva system and Customer Segmentation/ IMMPACT management, ensuring these systems are fully leveraged
• Responsible for general sales database management (i.e. Distributor's Data, other sales data sources, etc.)ensuring inputs to the database are complete and accurate (correct MCCPs and accounts are loaded properly), all users are trained, and Veeva multi-channel KPIs are produced and monitored.

Duties and Responsibilities

1. Customer Segmentation & Targeting (IMMPACT) process management

• Support the Commercial Operations Lead to drive/improve the implementation of Customer Segmentation, both CVM (IMMPACT), strategic segments and Customers' channel preferences
• Ensure effective IMMPACT implementation through cross functional collaboration in creating Veeva survey questionnaires (incl. Customer channel preferences), exporting customer data to IMMPACT, technical support in the creation of Brand/Portfolio matrices, and translation of agreed resource allocation outputs into MCCP's
• Identify/ introduce new data sources/methodologies to improve multi-channel segmentation accuracy and facilitate cross-functional Orchestration of Customer Engagement excellence
• Provide IMMPACT/ multi-channel segmentation training to ROPU Country stakeholders, at induction and on an ongoing basis

2. Veeva CRM System Management and Multi Channel Customer Engagement Implementation

• Accurate, timely uploading of Multi Channel Cycle Plans to Veeva with MCCP aligned with Customers' preferred communication channels (F2F, VE etc.)
• Develop/ provide data/ metrics/reports (incl. multi- channel KPIs) to facilitate cross-functional Orchestration for Exceptional Customer Experience across different channels.
• Timely data flow and synchronization across various platforms to provide a single view of customers, facilitating orchestration for Exceptional Customer Experience across different channels
• Optimise Veeva, (incl. database accuracy) providing operational efficiency to drive data quality and provide actionable insights to the brand teams
• Ensure initial and ongoing training for all users (Sales, Marketing, Medical) and relevant functionalities, both current (e.g. Engage, Surveys, Events Management, CfE/CtC/ virtual, KAM,CLM) and emerging (e.g Align)
• Evolve current Veeva functionalities to address multi-channel customer engagement - e.g. updating MyPlan to include visibility of plan, actual and balance to go for each channel
• Address Veeva data input process including problem solving/ troubleshooting/ helpdesk support and follow up to all local users
• Monitor and report stakeholders' usage of Veeva functionalities facilitating Orchestration for Exceptional Customer Experience across different channels (e.g. Engage, FuE, Event Management, Survey, CfE, CtC etc.)
• Alert/ recommend to the ComOps Lead Field Force structure/territory realignments to ensure KPI achievement (e.g. call volume/ reach/ frequency on priority customer segments)
• Veeva email system supports Reps to capture ePermission and send emails to customers in a timely and accurate manner
• Implementation & accurate reporting of ROPU Country Close Loop Marketing (CLM) based on ROPU Center (Marketing and ComOps) guidance on Digital Detail Aids (DDA)

3. General Sales Database Management

• Sales Management approved Field Force targets, structure and account crediting are accurately inputted into the respective sales processing system and database
• Timely, accurate input and processing of relevant information from all data sources (e.g. Distributor's sales, sales performance tracking, FF KPI's, market data, etc.) into the database with meaningful analytics/reports to stakeholders as necessary
• Pro-actively flag database issues/changes to relevant stakeholders (ROPU Center and Country)
• Undertake incentive payout calculations, provides outputs to internal stakeholders

4. 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

• Bachelors degrees (major focus Business Administration and/or Pharmaceutics and/or Economics, Engineering)

Competencies required:

• Teamwork
• Result Orientation
• Customer Focus
• Driving Excellence
• Passion for Performance

Special skills:

• CRM Management Skills (preferably with Veeva)
• Proficiency in Data Management (Advanced MS Excel Skills)
• Proven Project Management skills
• Expert Analytical skills
• Sales Force Effectiveness skills
• Customer Segmentation & Targeting experience

Experience:

• 2-3 years' experience in Sales and/or Commercial Operations/ SFE/ CRM/CVM
• Project Management
• Solid understanding of Sales and Marketing