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Channel Operations Lead

The Position

You are responsible for reinforcing Execution Excellence in Hybrid Customer Engagement processes through embedding and enhancing core platforms, e.g., IMMPaCT, Veeva, Target Setting, Account Planning, Sales Incentive Plans, Multi-channel KPIs, Events Management, eMLR systems, etc. You will also be supporting future CEE topics in the evolving hybrid CEM environment.

As the first point of contact for queries, advice, and support for the CEE topics and processes in the business, you will work cross-functionally with colleagues from TA Marketing, Sales, Training, Operations, and HR to build a competitive advantage for Boehringer Ingelheim by building superior Customer Engagement capabilities in an evolving multichannel environment.

Tasks and Responsibilities:

  • Lead and guide the External Events team that conducts the operational TAs IAP/ICP activities with the objective of maximising customer engagement and execution excellence to drive sales growth, strengthening undisputed leadership and above market performance for all brands
  • Ensure cross-functional alignment with TA/brand teams, Medical Affairs, Legal & Compliance, Sales and Finance, providing regular inputs/feedback on events execution
  • Manage customer Segmentation and Targeting process management
  • Ensure effective, efficient implementation of the Operational Segmentation and Targeting (eg. CVM, Customer channel preference, MEETs) processes and roadmap in the OPU. Utilising customer surveys, creation of Brand/Portfolio matrices, strategic resource allocation and translating the agreed resource
  • Ensure cross-functional discussion and alignment with inputs of commercial team captured during the MCCP development
  • Allocate data outputs into Multi Channel Cycle Plans (MCCPs)
  • Lead CVM (IMMPACT), Customer channel preference processes in the OPU
  • Serve as a first point of contact for any query/ support required cross-functionally (Sales, Marketing, Medical, GTM, etc.)
  • Ensure Veeva CRM system customer facing team utilization and Multi-Channel Customer Engagement implementation and adoption. It must remain at 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 with the OPU users leveraging Datasight and other analytical platforms under collaboration with Data and HP Analytics team
  • Collaborate with regional teams to ensure that Veeva works reliably, providing excellent user experience
  • Continuously work towards establishing complete and accurate customer data (incl. channel preferences)
  • Develop, communicate half-yearly Veeva Optimization plans and support their subsequent implementation
  • Manage Field force Sales Target Setting & Sales Incentive Plans:
    • Continuously support the enhancements and explore opportunities to further improve field force' sales target setting.
    • Ensure adherence to the regional teams in Sales Target Setting Guidance, alignment to the overall business and TA strategic goals, continuously improving accuracy and efficiency in the sales target setting process.
    • Support the development, communication and ensure understanding of regional teams SIP Design framework by the stakeholders in-charge of formulating the local
  • Adhere to 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
    • Delivering quality and impactful execution of Marketing initiatives:
    • Lead the team that provides quality Events Management Support to the Marketing and Medical teams which includes tracking of budget (including accruals, contracts and honorarium.
    • Actively participate in the creation, execution, and reconciliation of local marketing campaigns
    • Ensure launch readiness, including fulfilling the role of Coordinator for the business launch readiness, including maintenance and updates of IR Master file in alignment with LR champions in the HP Operations team

Requirements:

  • Bachelor’s degree (major focus Business Administration and/or Pharmaceutics and/or Economics, Engineering) or any 4-year related course. A master's degree is a plus
  • Successful experience in Sales Management and/or Commercial Operations/ SFE/ CRM/CVS
  • Ethical Brand Management experience is a plus
  • With high ethical standards, strong and broad understanding of Human or Ethical Pharma business in terms of Sales & Marketing in the business
  • Strong personal interaction skills and a team player for high degree of cross-functional work
  • Customer Segmentation & Targeting experience
  • CRM Management Skills (preferably with Veeva)
  • Proven Project Management skills
  • Proficiency in Data Management (Advance Excel Skills)
  • Sales Force Effectiveness skills (Incentive, KPIs etc.)
  • Expert Analytical skills
  • Project and Event Management skills
  • Good understanding of Sales and Marketing

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