Boehringer Ingelheim Jobs

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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: phuong.vo@boehringer-ingelheim.com

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.