The Position

　　Orchestrating for Exceptional Customer Experience - focused on implementing in-clinic and virtual execution of the Customer Engagement Model. Implement Multi Channel Cycle Plans to target Customers, meet/exceed promotion targets for assigned product(s) within the allocated territory and achieve related quantitative / qualitative field force KPIs

　　Adhering to Compliance, Code of Conduct and Policies - responsible for ensuring all company and industry compliance requirements (e.g. Pharmacovigilance) are understood, adhered to and established local compliance processes are followed

　　Duties & Responsibilities

　　Promotion Achievement in the assigned territory:Territory promotion accountability (e.g. market performance value, units, market share%, etc.).

　　Ensure formulary listing and availability of BI products as required.

　　Create demand/ generate prescriptions for promoted BI products by utilizing the available resources/tools/channels and trained behaviours.

　　Identify opportunities to grow/expand relevant customer universe for BI promoted brands.

　　Plan, co-create and execute Multi Channel Cycle Plans (MCCPs) with excellence:Maintain an accurate & complete customer (email address and other contact information) data base in Veeva.

　　Develop, validate and execute MCCPs for the allocated territory to maximize BI business and ensure achievement of promotion targets/objectives with particular focus on message execution (reach, frequency, call duration).

　　Comprehend, integrate and execute ICPs into MCCPs.

　　Plan logistics to ensure execution of MCCPs and that high value customers (Gain, Build, Defend) are seen with the required Reach and Frequency, F2F and S2S.

　　Locally mandated reports (e.g. competitor surveillance) are completed accurately, in full and submitted on time.

　　Orchestrate Exceptional Customer Experience:Communicate with relevant BI customer facing roles (Marketing, MSLs, etc.) and work interdependently to ensure customer experience is personalised and relevant to them.

　　Proficiency in utilizing Veeva resources; Engage (scheduling, launching meetings, group calls, sharing content), Event Management (recording events), survey function (conduct surveys), CfE function (engage with coaching) and OneMessage, FuE function (send emails).

　　Capable of assisting customers to interact with Veeva Engage across common visual conferencing platforms.

　　Identify customers' preferred communication channels, directing appropriate resources (face to face calls, Veeva Engage, phone calls, follow-up emails, BI one website, webinars, OneMessage, Adobe campaigns) to fulfil the Customers' needs.

　　Management/development of assigned Key Opinion Leaders (KOLs) and coordination with relevant Medical Societies/ Institutions.

　　Superior Customer Engagement Capability (Knowledge & Skills):Effective Knowledge depth (Disease, Clinical Trials, Product, Marketing strategy, Competitor intelligence and Environment) to communicate confidently and competently with customers.

　　Effective Customer Engagement Skill proficiency (Hybrid CEM, CSM, CEM Situational, ECiP, Engaging Customers with FuE etc.).

　　Knowledgeable across the 7 Hybrid CEM steps and 27 behaviours. Able to execute assigned Marketing strategies (e.g. messaging/ product presentations, overcoming objections etc.) within the customers' preferred communication channel.

　　Digitally fluent/ tech savvy, able to reliably utilise CRM/ Veeva, undertake pre-Call set-up of digital platforms (e.g. Veeva Engage).

　　Capable and confident in presenting to Groups of customers, both face to face/screen to screen.

　　Comply with local regulations, industry and the BI Code of Conduct:Comply with all regulations regarding interactions with healthcare professionals (HCPs), following the BI Code of Conduct.

　　Take prompt and necessary actions on issues of compliance and Pharmacovigilance.

　　Be a role model in compliance with local regulations, industry and the BI Code of Conduct.

　　Regular Reporting:Locally mandated reports (e.g. competitor surveillance) are completed accurately, in full and submitted on time.Requirements

　　Competencies required:

　　Industry / Product knowledge

　　Promoting skills applied across a diverse range of channels

　　Multi-Channel Cycle Planning and Execution

　　Customer Relationship Management

　　Self-development / learning

　　Communication skills

　　Planning and organizing skills to collaborate with other customer facing personnel

　　IT literacy

　　Experience:

　　Direct promoting experience in healthcare industry is advantageous.READY TO CONTACT US?

　　Please contact our Recruiting Team: [email protected]

　　All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.