Senior Manager, Customer Facing Solutions & Insights
This Position
The Senior Manager, Customer Facing Solutions & Insights (CXE) is responsible for owning and driving the quality, effectiveness, implementation, and continuous improvement of customer facing CXE solutions. By developing and localizing global Customer Facing Solutions & Capabilities, the role ensures strategies are consistently applied and deliver impact in line with local priorities and competitive dynamics. Positioned closest to sales execution, the role combines execution process ownership with hands-on insights, ensuring CXE strategies are practical, data-driven, and grounded in field realities. Acting as a strategic business partner to Customer Facing Teams (CFTs), the role translates execution signals into clear recommendations that improve customer engagement outcomes and Sales Force Effectiveness. Furthermore, the role supports the enablement of CFT Sales Learning and Coaching capabilities to strengthen field performance.
Responsibilities:
- CTEP & CRM Capability Governance
- Global Standard Implementation: Secure the implementation of Customer Targeting & Engagement Planning (CTEP) and CRM capabilities (process, platforms, people, data, and standards) according to global standards while adapting for local CXE conditions
- Process Ownership: Define and govern CRM-enabled CXE processes, including segmentation, targeting, MCCP, and customer engagement models & standards.
- Process Excellence: Establish the "What & Why" by defining business logic, rules, and execution standards to ensure consistency across all brands and teams
- System Strategy & Roadmap: Lead the development of the CRM roadmap in alignment with global and local stakeholders to ensure high adoption and system stability
- Sales Force Effectiveness (SFE) & Strategy
- Execution Frameworks: Identify and implement SFE strategies, including capacity planning, territory set-up guidance, and field force sizing to optimize resources
- Resource Optimization: Plan and deploy customer segmentation and targeting models, allocating sales force efforts and helping teams build robust Multichannel Cycle Plans (MCCP)
- Continuous Improvement: Partner with Sales leaders to embed CRM outputs into coaching and performance conversations, ensuring execution discipline
- Hands-on Execution Insights & Analytics
- Data-Driven Decisions: Deliver harmonized KPI dashboards & reporting through Veeva & internal data to enable cross functional team to make accurate, insight-based decisions
- Performance Monitoring: Conduct hands-on analytics on segmentation quality, call quality, and MCCP attainment to identify execution gaps
- Actionable Intelligence: Convert market intelligence and execution data into concrete insights and improvement actions
- CFT Sales Learning, Training & Coaching Enablement
- Local Integration: Support the local deployment and effective application of global CFT Sales Learning, Training & Coaching capabilities in Hong Kong, in alignment with CXE standards
- Strategic Partnership: Partner with Sales Leadership and HR to embed global learning frameworks (e.g., Global Functional Skills Framework) into local execution expectations
- Capability Application: Enable the application of global programs such as Plan XP (business planning), Coach XP (coaching effectiveness), and the Hybrid Customer Engagement Model
- Measurable Impact: Translate training outcomes into measurable execution improvements in MCCP quality, segmentation application, and field engagement
- Stakeholder Change Management & Training
- Capability Building: Drive training excellence across cross-functional teams to ensure efficient system utilization and process adoption
- Business Partnership: Interact closely with internal functions to solve business problems and collect requirements to maximize investment effects
- Global Collaboration: Act as the Subject Matter Expert for Hong Kong, collaborating with global teams to localize projects and initiatives
- Strategic CXE Support & Agile Execution
- Cross-Functional Localization: Support the broader CXE team in the localization and implementation of global & local initiatives, including those outside the immediate scope of customer-facing solutions
- Agile Problem Solving: Act with a "One Team" spirit to address urgent CXE business requirements as they arise, ensuring end-to-end project completion in a lean team environment
- Solution-Led Collaboration: Work comfortably across a matrix environment, bridging gaps between Cross functional teams and CXE to ensure the robustness of all CXE systems and strategies
Requirements:
- Experience: At least 5 years experience in Commercial Excellence / Sales Operations within the healthcare industry
- Technical Skills: Hands-on experience mapping & interpreting sales/execution data; Veeva CRM & Power BI experience is preferred
- Mindset: Strong execution oriented analytical mindset & a strategic process owner who is equally comfortable as a hands-on contributor; Comfortable working in matrix, solution led environments
- Communication: Strong stakeholder management skills; proficiency in English, Cantonese & Mandarin is required
Ready to Contact Us?
Please contact our Recruiting Team: Joyce.he@boehringer-ingelheim.com
Position Area
HP Commercial
Position Location
Hong Kong
Organization
Boehringer Ingelheim (HK) Ltd.
Schedule
Full time
Recruiter
Joyce He