Customer Facing Effectiveness Lead

ROLE SUMMARY
- With Commercial Customer Lead to be responsible for the overall Field Force Effectiveness across market for all Commercial customer facing colleagues (FF, Account Managers and SMEs)
- Champion the strategic execution and adoption of Field Force Effectiveness and best practices including HCP targeting, customer segmentation, reporting, metrics, sizing and structures, insights activation and communication of all updates to execution to relevant stakeholders
- Provide strategic direction and deployment guidance to support FF optimisation across inline/launch products
- With guidance from Commercial Customer Lead to Partner with PLA to build FF capabilities, skills and knowledge to further effectiveness and value to HCPs

ROLE RESPONSIBILITIES
- Successfully lead the adoption of Field Force Effectiveness standards and best practices across market
- Champion a consistent approach to recording all CFC activity, ensuring it is captured in line with the existing global standards for activity types.
- Ensure market data accuracy and timeliness
- Partner with Biopharma Ops, BAI, to develop standard KPI tracking tools and Score cards.
- Create an agreed set of key FFE metrics tracking
- Ensure to have a baseline and goals (leveraging external benchmarks)
- Liaise with CCL, Biopharma Ops, BAI, DSR, PHX and Digital on tracking progress, milestones with aligned goals
- Advance FF metrics to inform sales and marketing leadership insights to support areas of focus and coaching needs
- Provide feedback and insights to ANZ CCL
- Provide feedback and key insights, actions and asks into IDM CF Effectiveness Lead
- Provide strategic guidance to market
- Monitor progress and success of priority areas
- Recommend focus areas based on data and insights from leaders and make recommendations for focussed country level goals.
- Challenge existing wisdom where there are opportunities to improve customer experience and impact, leveraging insights from customer experience measurement tools
- Ensure alignment between key stakeholder by providing regular updates to all stakeholders and driving key decisions in a timely manner
- Ensure optimal customer segmentation strategy and deployment across the market, enabling most effective customer engagement across brands
- Promote market level learnings
- Drive a learn & adapt culture and share insights across categories
- Ensure continued learning & improvement through focus on KPIs, sharing best practice across market and championing collective advantage
- Identify areas of operational excellence to drive simplification and cutting of red tape anchored on the customer experience eg simplification of DSP
- Ensure CFCs have the tools, data and capabilities to support FFE
- Leverage data and best practice to optimize the use of existing CFC tools (such as Triage, VCC, RTE, NBA etc.)
- Assess suitability of existing CFC tools for SME roles.
- Review existing CFC reporting solutions in the market to ensure CFCs have access to consistent and accurate reporting to support FFE.
- Work with CCM's and CFC Teams for a seamless training curriculum supporting areas of gaps and opportunities with digital execution
- Lead and execute on CFC resource allocation mapping, this includes size and structure analysis, HCP targeting, customer segmentation, reporting, metrics and CFC optimization including future proofing and launch readiness
- CFC field force size and structure modeling and analysis (Yearly)
- Leading the assessment and activation on HCP targeting, targeting prioritization and HCP segmentation (semesterly)
- Root cause analysis - diagnosis of gaps and recommendations to close
- All Territory mapping.
- Communication and socialization of above strategies to key stakeholders

QUALIFICATIONS:

- Bachelor's degree required
- Extensive and demonstrable pharmaceutical experience with knowledge of the industry and healthcare environment
- Meaningful experience as Sales Leader and / or Field Force Effectiveness
- Track record of strong networking and working collaboratively with others across functions - cross-functionally.
- Strong performance track record: Continuously demonstrated high performance, teamwork and ability to produce outstanding results

SKILLS:

- Change Leadership
- Interpersonal skills: Strong communication and leadership skills to gain credibility with a range of international, regional, and local stakeholders
- Analytical skills: Ability to model, analyse, understand and articulate complex concepts to drive regional and local decision-making (e.g. Field Force Size and structure analysis)
- Functional skills: Deep understanding of key organizational/functional processes and supporting tools/platform

At Pfizer we care about our colleagues' wellbeing and offer a range of great benefits for them, including:
- Paid parental leave- Access to Health & Wellness apps- Career Growth Experiences program- Recognition & rewards program- Paid volunteer days- Life Insurance Benefi