Snr Manager Customer Excellence

Snr Manager Customer Excellence/Business Insights/Commercial Excellence

On behalf of my client, I am recruiting for a Snr Manager Customer Excellence / Business Insights / Commercial Excellence.

The successful candidate will report to the General Manager and will be responsible for guiding, monitoring, and developing Customer Excellence strategies and capabilities aimed to improve business and planning processes across all brands. You will manage the Customer Excellence team while also having a dotted line management of the Business Technology Solutions (BTS) team.

Key Responsibilities:

• Lead, develop and build your team for success.
• Lead Future Fit strategies ensuring the affiliate has prioritized capability building plans in place.
• Review and critically evaluate Brand Planning process to improve business impact of brand strategy and tactics; plan and coordinate timelines/date commitments for LRP, NNLRP, S&OP, etc
• Drive Multichannel strategic direction and Marketing Excellence discipline across affiliate.
• Lead In Field Team Excellence strategies and implementation ensuring KPIs, Tools, Training, Capabilities and Structures are optimized to drive performance.
• Drive primary/secondary market research efforts to support Commercial Operations teams to achieve higher marketing and sales impact.
• Ensure culture of innovation is embedded in affiliate.
• Lead the affiliate strategy for delivering patient experience and patient support programs.
• Ensure compliance with Legal, Quality, Pharmacovigilance, Medical, Regulatory, and organizational standards.
• Develop, update, and maintain critical procedures to ensure consistent execution. Ensure legal contracts are in place with all third-party providers.
• Participate in audits as needed.

Qualifications/Experience:

• You will have a Bachelor’s degree or equivalent with 10 years relevant experience with proven track record of success.
• 3 to 5 years in a management role in a patient focused healthcare environment.
• Solid knowledge of the broader healthcare environment and knowledge of commercial aspects of finance principles and processes the business.
• Proven ability to lead and develop and implementation of successful strategic organizational plans with the ability to analyze data to leverage market insights from internal and external sources into powerful insights.
• Solid knowledge on finance principles, CRM, Sales Force Excellence tools and systems with  knowledge of the legal and regulatory framework of pharmaceutical industry.
• Proven track record of successful leadership, management and coaching of teams and individuals, developing talent, managing performance, and ensuring a positive culture.
• Proven ability to influence high level stakeholders and lead effectively in matrix environment.