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Head of Human Pharma Operations

 

The Position

 

The Head of Human Pharma Operations works across Human Pharma (HP) to develop customer centric strategies that help build customer loyalty and align with business objectives to maximise customer outcomes.  A key part of the role is to lead and manage the Human Pharma Operations Team to implement and optimise these strategies in partnership with the business. This includes:

 

  • Managing Team/People
  • Drive Human Pharma Operation Focus
  • Managing Business / Performance

 

Duties & Responsibilities

 

1. Strategy & Customer Engagement Excellence

  • Drive customer-centric strategies, including Segmentation & Targeting and multi-channel engagement
  • Optimize CRM (Veeva) and ensure effective use across Sales, Marketing, and Medical
  • Enable orchestration of customer journeys through data, tools, and KPIs
  • Lead initiatives to strengthen customer understanding and experience

 

2. Business Analytics & Customer Insights

  • Provide actionable insights to support decision-making across stakeholders
  • Ensure data accuracy and effectiveness of dashboards and reporting
  • Identify gaps and drive data-driven improvement plans
  • Leverage predictive analytics and new data sources for deeper market understanding

 

3. Forecasting & Strategic Planning

  • Support IBP, forecasting, and scenario planning processes
  • Consolidate assumptions for business outlook and long-term planning
  • Deliver timely customer and competitor insights to brand teams
  • Shift analytics from reporting to insight-driven decision support

 

4. Multi-Channel Excellence (MCE)

  • Lead the MCE roadmap and capability development
  • Analyze digital engagement trends and identify innovation opportunities
  • Partner with regional teams to adopt best practices
  • Integrate insights into actionable engagement strategies

 

5. Operational & Event Management

  • Oversee execution of customer engagement events across functions
  • Ensure compliance and quality standards in event management (Veeva, Concur)
  • Monitor HCP engagement programs and speaker activities

 

6. Sales Force Effectiveness & Training

  • Drive training strategy and execution to build high-performing teams
  • Improve coaching capabilities of managers
  • Support sales force structure, KPIs, and incentive programs
  • Lead certification and capability-building initiatives

 

7. Leadership & Team Management

  • Lead, coach, and develop the Human Pharma Operations team
  • Drive performance management and talent development
  • Ensure strong team capability and succession pipeline

 

8. Cross-functional Collaboration

  • Partner with Sales, Marketing, and Medical teams on planning and execution
  • Support brand planning, launch readiness, and operational processes
  • Enable integrated, personalized customer engagement across functions

 

9. Compliance & Governance

  • Ensure adherence to company Code of Conduct and local regulations
  • Promote a strong compliance culture across the team
  • Act promptly on compliance and pharmacovigilance issues

 

Requirement

 

  • Bachelor degree - Science, Business, or Marketing, Business or related discipline.
  • Minimum 5 years of significant experience in Commercial Operations with minimum of 3 years leadership experience.
  • Pharmaceutical or Healthcare Industry experience is preferred
  • Strong personal interaction skills / Team player needed for high degree of cross-functional work
  • Proficiency for English in professional level (writing & speaking) and fluent in Vietnamese are required
  • Required skills: Motivating Others, Teamwork, Result Orientation, Customer Focus, Driving Excellence and Passion for Performance
  • Special skills:
    • Expert Strategic & Analytical thinking skills
    • Proven Project Management skills
    • Commercial and Business Understanding
    • Advanced CRM/CVM experience
    • Sales Force Effectiveness skills
    • Multi-channel experience

 

 

READY TO CONTACT US?

 

Please contact our Recruiting Team:

Ms. Phuong Vo: phuong.vo@boehringer-ingelheim.com

Apply now »