Customer Excellence Manager

5 months ago


Petaling Jaya, Malaysia AbbVie Full time

**Company Description**

**Major Responsibilities**:

- Core Role:_
- Guide, monitor and develop strategies aiming to improve business and planning/execution processes across all brands and functions. This will involve working closely with the business leaders and playing a true business partnering role to continuously improve the organization to be more patient centric and externally focused. Responsible for ensuring the effective delivery of the following:

- ** In field team (IFT) Excellence**
- Enable effective execution of brand strategies in the field by focusing to improve salesforce efficiency. As a champion of Veeva CRM system, to collect data and perform analysis in order to generate valuable feedback on IFT performance and give professional advice to business leaders.
- Support IFTs to deliver valuable interactions with stakeholders that change their behaviours by strengthening the “Challenger” mind set and skills.
- Partner with Sales Managers to develop and lead processes to improve efficiency of in field 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 structure
- Targeting strategy design and implementation
- ** Brand and Marketing Excellence**
- Support brand team and IFT alignment and work closely with the commercial leads in improving efficiency of brand team and IFT communication and execution.
- Support commercial leads for new product launch planning by providing guidance in launch excellence process and tools.
- ** Business Strategy**
- Own and drive the NNLRP (No Numbers Long Range Plan) and Brand Planning agenda across the business successfully and ensure action plans are in place to execute to success.
- Support the Brand teams via IQVIA market reports by providing insight to identify area of opportunities and facilitate action planning.
- ** Digital Strategy**:

- Work with Brand team to ensure the strategic voice of the business and the end-user is reflected in multi-channel solutions and to ensure they add value to the organization and customers. Deliver seamless integrated strategies and initiatives supporting brand teams through a structured partnership.
- ** Training Strategy**:

- Identify training gaps and needs by conducting surveys, interview and assessment internally.
- Collaborate with Human Resource and Commercial to design and develop training program to enhance the knowledge of in-field team.
- Other assigned tasks/projects from time to time.

**Qualifications**
- Bachelor’s degree required.
- At least 5 years of solid experience in sales management &/or sales learning & development/coaching roles. Product management experience is highly preferable.
- Experience in biopharma area and people management will be a strong advantage
- Proficient in verbal and written communication (English)
- Strong IT knowledge including CRM system, MS office such as Word, Excel and PowerPoint and database management.

Other requirements:

- Excellent, demonstrated and proven prioritization, planning, project management and change management skills.
- High level of analytical skills including experience in development of dashboards, KPIs and measurements in CRM system.
- Experienced in working cross functionally in a matrix organisation. Ability to get work done through people, irrespective of reporting relationships. Must be able to influence upwards.
- Passionate about innovation and creativity in business processes. Must be able to challenge the status quo appropriately.
- High quality presentation and communication skills with the ability to articulate a story persuasively using written and oral communication skills.
- Proven ability to operate under ambiguous situations.

**Additional Information


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