Customer Facing Excellence Specialist

**The Position**:

- Responsible for reinforcing Execution Excellence in Hybrid Customer Engagement processes through embedding/enhancing core platforms, e.g. IMMPaCT, Veeva, Target Setting, Account Planning, Sales Incentive Plans, Multi-channel KPIs, etc.. Also supporting future CEE topics in the evolving hybrid CEM environment
- Accountable for the implementation and follow through of all CFT customer engagement projects and initiatives in Country by aligning with cross functional stakeholders for roll out of customer engagement initiatives.
- Work closely with CX teams MSI & ROPU to prioritise business requirements to deliver maximum business impact whilst supporting valuable long term relationships with our customers and end-users.

**Duties and Responsibilities**:
**Customer Segmentation and Targeting process management**:

- Ensure effective, efficient implementation of the Operational Segmentation and Targeting (eg. CVM, Strategic segment & Customer channel preference) processes in MSI. Utilising customer surveys, creation of Brand/Portfolio matrices, strategic resource allocation and translating the agreed resource allocation outputs into Multi Channel Cycle Plans (MCCPs)
- Continuously seek enhancements to the process with the objective of having accurate, comprehensive customer database quality
- The first point of contact for any query/ support required cross-functionally (Sales, Marketing, Medical, GTM, etc.)

**Veeva CRM System Management and Multi Channel Customer Engagement Implementation**
- Ensure Veeva adoption remains 100% and all current (e.g. Survey, CfE, Event Management, MCCP's, Account Planning) and emerging hybrid CEM functionalities are fully leveraged
- Ensure Veeva is utilized for planning and execution excellence by leveraging Datasight and other analytical platforms under collaboration with Data and HP Analytics team
- Collaborate with IT M&S to ensure that Veeva works reliably, providing excellent user experience
- Anticipate and address current/ future Veeva requirements in the hybrid CEM environment, raising the necessary change requests
- Continuously work towards establishing complete and accurate customer data (incl. channel preferences)

**FF Sales Target Setting & Sales Incentive Plans**:

- Continuously support field force’ sales target setting. Ensure data accuracy and alignment to the overall budget numbers.
- Maintain the FF Sales Target data process into the In-Market Sales database.
- In-charge of Sales Performance & KPI performance SIP calculation that adherence to the defined SIP scheme for MY & SG, CRM & Specialty Care TA.

**Customer Facing Team platform training**
- Driving overall change management efforts to ensure organizational buy-in to the customer engagement approach, and overall project implementation in country.
- Provide training of all customer engagement excellence topics, Customer Segmentation and Targeting process, Veeva CRM System, Sales Operations Systems & processes to MSI CFT on boarding.
- Conduct change management or refresher workshop to optimize buy-in on customer engagement excellence process and platform.

**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**:

- Bachelor degree (major focus Business Administration and/or Pharmaceutics and/or Economics, Engineering)
- Min 3 years of experience in Commercial Excellence/ SFE/ CRM
- Experience in Managing Customer Segmentation & Targeting
- Experience in Veeva CRM Management skills & customer data management.
- Proven Project Management skills
- Experience in territory feedback and territory alignment tools and management
- Proficiency in Data Management (Advance Excel Skills)
- Sales Force Effectiveness skills (KPIs etc.)
- Expert Analytical skills
- Good understanding of Sales and Marketing

**Note to Recruitment Agencies**: