Customer Facing Colleague Enablement
hace 2 semanas
Customer Facing Colleague Enablement (CFCE) is a Biopharma Operations service vertical within the Chief Marketing Office, driving performance, scale, simplicity, and efficiency for Customer Facing Colleagues (CFCs).
The Customer Facing Colleague Enablement - Spain & EU Agile Lead provides leadership for a high-functioning team of CFCE professionals. The role is responsible for overall system and business process ownership to drive compliant and effective CFC promotional activity for Spain, Eastern Europe Cluster (Poland, Adriatic (Croatia, Serbia, Bosnia-Herzegovina, Slovenia), Bulgaria, Czech, Hungary, Romania, Slovakia, Israel) and Western Europe Cluster (Sweden, Finland, Ireland, Greece (Malta, Cyprus), Portugal, Netherlands, Belgium/Luxembourg, Switzerland, Austria, Denmark, Norway).
This role provides oversight on all governance and audit activity for key systems including Organization Manager (OM), Veeva/PforceRx, Commercial Triage, Territory Design Tools, as well as the integrated systems and processes (“ecosystem”) that drive customer engagements.
The role is a people manager to 7-8 CFE professionals, providing technical delivery knowledge and strategic direction in the planning and execution of all agreed Customer Facing Enablement services in scope of the named markets above that allow the business to drive quality at scale.
The role will collaborate with Biopharma functional teams, including Commercial/ Sales leaders, the CMO, Biopharma Operations Partners (BOPs), Business Analytics and Insights, Digital, Learning & Development, People Experience, and Corporate Compliance to improve customer engagements and support service improvements for the named markets.
Reports to Customer Facing Colleague Enablement Lead Europe within Biopharma Ops.
ROLE RESPONSIBILITIES
Leads Customer Facing Colleague Enablement services in Spain & EU Cluster markets:
- Supports Field Force sales call/detail planning and activities with processes and tools (e.g. Sales Force Automation (SFA), CFC Orchestration (CFCO))
- Enables and support customer segmentation, sales force sizing, call plans and sales performance projections
- Builds efficient and optimized sales team structures, reporting hierarchies and geographical boundaries (maps)Enables virtual communications, engagements and details between CFCs and HCPS
- Supports customer facing colleagues in obtaining access to hospital systems in an efficient, timely, and cost-effective manner, while remaining compliant with Pfizer and hospital system policies. Credentials include, but are not limited, to background checks, drug screening, and medical testing
Attracts, develops, retains, and engages a high performing virtual and in-market service delivery team:
- Leads the Customer Facing Colleague Enablement service delivery team in Spain & EU Cluster markets by attracting, developing and motivating a team of 7-8 reports
- Creates, maintains and demonstrates an in-depth understanding of priorities across the service delivery team and works collaboratively with the team to allocate team resources appropriately to meet service delivery commitments
- Manages the high performance of the service delivery team ensuring team members are equipped with the required capabilities to perform their assigned tasks effectively
- Develop and implement cultural imperatives, challenging colleagues to grow beyond comfort level with both technical and professional capabilities
Identifies opportunities for improving Customer Facing Colleague Enablement service delivery within Spain & EU Cluster markets:
- Streamlines and scales systems across Spain & EU Cluster markets and BUs with central support based on agreed services
- Identifies needs for innovation or operational support
- Drives alignment to the Customer Facing Enablement Design and Global Vertical service catalogue definition, processes, enhancements and strategies
- Drives transformation: standardization, optimization and
- automation towards higher efficiency, better service quality, and faster solution provisioning
- Ensures the collection and provision of service delivery data and insights to support further service delivery optimization, effectiveness of daily service delivery operations and to provide insight for Biopharma Ops
- Ensure the usage of Biopharma Ops service delivery tools and platforms.
- Improves quality, consistency (One Pfizer), and compliance across Business Therapeutic Areas and Spain & EU Cluster markets
- Ensures all service delivery meets agreed in place quality plans in collaboration with CQO and PX Global Compensation to meet
- Partner with Pfizer Digital, Global Data Management and Data Steward role for timeliness and consistency of data deliverables on platform projects focused on improving data quality (e.g. HCP search capability)
QUALIFICATIONS
- BA Required; MBA or equivalent Master’s-level education preferred
- 10+ years of experience in Commercial Operations or other Customer Facing En
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