Customer Facing Excellence Lead

2 weeks ago

Macquarie Park, Australia Biogen Full time

Job Description:

About This Role


Reporting into the Head of Strategy and Operational Excellence, this newly created role will be responsible for driving the effectiveness of Biogen's customer facing teams, both Commercial and Medical, through a combination of strategic customer planning, technology advancement, process improvement, and analytics.


You will enjoy rolling your sleeves up and getting involved in the operations and analytics side of this key role as well as stepping back and working on the overall strategy.


What You'll Do

Planning & Execution

  • Actively participates in the omnichannel customer planning process and leads the execution of core Field Force Effectiveness processes that arise.
  • Design Cycle Plans (for Sales), including customer target reviews and effective target setting, in accordance with key behavioural drivers.
  • Partner with BU Director on Incentive Compensation Design, Planning & Monitoring (for commercial functions)
  • Partner with Medical Director and regional stakeholders on MSL KPI's and performance tracking.

Drive Field Force Excellence & Enhanced Analytics

  • Lead local Field Force KPI setting
  • Support business reviews and ad hoc analysis/tracking of Field Team activity, impact to brand performance, sharing insights and provide recommendations to key stakeholders in areas of executional improvement
  • Liaise with region and global counterparts to evaluate and localise frameworks across brands to drive best practice; Ensure the continued sharing and adoption of Best Practices as well as failures across the Region and Global teams

Oversee Veeva CRM, Align, and MDM systems

  • Oversee Veeva Managed Services to deliver day to day CRM, Align, MDM support to the affiliate (territory alignments, updates to HCP segmentation, profiles, general data changes)
  • Manage and Document transactional Veeva related processes to allow for leveraging of Shared Service capabilities (updates to product detail aids, catalogues, day to day CRM support, regularly reporting)
  • Accountable for data quality and integrity

Qualifications:

Who You Are
You're currently working in the pharmaceutical industry and are degree qualified. You're an excel guru and enjoy using your strong analytical skills to interpret and transform data into actionable insights.

You describe yourself as a team player who enjoys a cross functional working dynamic and can build strong, constructive relationships with all stakeholders.


Required Skills:

  • 7+ years of experience in an analytics role within the healthcare industry or consultancy, preferably with Sales Management experience
- experience using the Veeva suite, as a user and as an admin
- ability to clearly and concisely summarise large amounts of data and information
- strong leadership skills, with the ability to influence and drive performance in collaboration with colleagues
- strong communication skills and confidence in presenting to diverse audiences

Additional Information

Biogen is an inclusive company of choice that advances the power of difference to drive innovative, equitable solutions. We are committed to building empathy, leveraging differences, and disrupting systems where bias may sit.


Our mission to find therapies for neurological and rare diseases is a unique focus within our industry and this shared purpose is what connects us as a team.

We work together to overcome obstacles and to follow the science.

We are resilient as we strive to make an impact on our patients' lives and on changing the course of medicine.

Together, we pioneer. Together, we thrive.

Biogen ANZ embraces an inclusive workplace environment and applicants of all backgrounds and experiences.


As a science-based company, we understand that vaccinating against COVID-19 is the single best way we can protect our employees, customers, community and healthcare system.

As such, it is a requirement for all ANZ Biogen employees to be fully vaccinated against COVID-19, other than where an individual is exempt for medical reasons.

No agencies please

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