BE-Customer Experience Specialist (Regio Gent)

at  Daiichi Sankyo Europe

PASSION FOR INNOVATION. COMPASSION FOR PATIENTS.

With over 120 years of experience and more than 17,000 employees in over 20 countries, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world.
In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life. In Oncology, we strive to become a global pharma innovator with competitive advantage, creating novel therapies for people with cancer.
Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries and Canada.

PROFESSIONAL EXPERIENCE & EDUCATION

• Excellent ability to build sustainable relationships with all stakeholders
• Excellent active listening and communication skills
• Strong ability to influence one’s interlocutor (storytelling, product knowledge)
• Attentive and eager to understand customer needs & proficient in acquiring insights about new customers
• Able to take decisions and initiatives and learn from successes and failures
• Analytical and data-driven mindset
• Autonomous and capable of self-management
• Excellent team collaboration skills
• Capable of providing valuable feedback to enhance Business Strategy

PERSONAL SKILLS

• In-depth knowledge of local networks and their decision-making processes/structures
• At least 2 years’ experience in the role
• Proficiency in sharing scientific information
• Experience in the cardiovascular field appreciated
• Preferably Master’s degree in (Bio-)Medical, physical education (as required for the role) or equivalent through experience
• Excellent skills in using IT tools (Office package, PC, Tablet).

PURPOSE OF THE FUNCTION

The Customer Experience Specialist leads the process of personalized collaboration - Customer Experience - based on objective data with healthcare stakeholders, becoming a point of reference and advice. The working area will be Ghent.

ROLES & RESPONSIBILITIES

• Builds value-oriented relationships with HCP’s and develops a deep understanding of their needs
• Selects from a range of recommended options the most suitable customer journey & customer engagement plans for his/her customers
• Uses an ‘’omnichannel’’ approach, interacting with customers assigned to him/her through various channels, incl; in-person & remote
• Coordinates & manages various touchpoints with assigned customers as the primary point of contact, incl. agile marketing campaigns, symposia, visits, calls, collaborating with various functions (e.g. Medical, Marketing) to ensure an optimised customer experience
• Manages messages to provide a personalized experience
• Proactively drives the exchange of information between roles in the field and in the office
• Monitors accounts for a 360° view (incl. market share, latest activity, email responses) & develops the appropriate yearly Business plans
• Continuously examines customer engagement data and assesses priorities based on specific insights
• Returns data to the Advanced Analytics team via various tools, including CRM
  • Identify and report complaints/safety information (including adverse events) to the Pharmacovigilance Department
  • Does the tasks and takes the responsibility as described in the Quality Management System of Daiichi Sankyo Belgium (conform the GDP guidelines)