Head of Customer Experience Excellence, ROPU ASKAN

at  BI Singapore Pte Ltd

THE POSITION

Lead the positioning and execution of Boehringer’s Customer Engagement model in line with the Human Pharma Customer Engagement roadmap; ensuring that all operational initiatives deliver measurable impact through valued customer experience whilst maximizing opportunities to feed useful data and information back into the business to drive Boehringer’s continued success.
Partner with the TAs - Marketing, Sales, Medical - to achieve business objectives and support global ambitions in with the HPBU Intent; translating marketing and medical led customer plans into seamless, omni-channel activities across online and offline touchpoints.
The role will be part of a joined up Regional HP-Ops leadership team where delivering a customer led approach via cross functional execution is vital to ensuring the value Boehringer Ingelheim delivers commercially and medically.

REQUIREMENTS

• Bachelor’s degree in relevant discipline
• 7+ years’ experience in the delivery of value across Customer Engagement, Business Analytics, Sales Force Effectiveness, Multichannel Analytics & CRM
• Ability to operationalize strategies, monitor progress, and make necessary adjustments to achieve objectives
• Very strong analytical skills, ability to analyze data from multiple sources and identify insights, themes, operational issues and areas for improvement
• Proven track record of leading projects and leading teams that successfully achieve milestones and deliverables
• Excellent collaboration, problem solving and negotiation skills
• Proven leadership experience, inspirational leader with ability to partner, engage, and influence senior leadership and partners

• Lead team planning, identifying, shaping and delivering a plan that operationalizes NBI’s Go-to-Market approach increasing opportunity for brand and medical teams to effectively engage their target audiences.
• Partner with the business to ensure that brand / medical strategies and activities are undertaken in alignment with ASKAN and Global’s Customer Experience approach, and that brand objectives and strategies are effectively implemented.
• Evolve our capabilities towards delivering compelling omni channel experiences that meet customer needs and connect touch points (online and offline) to drive differentiation in the market and meet business needs.
• Create a performance-based culture with clear accountability and a sense of urgency for achieving results. Manage, track and report on channel and campaign performance, instilling a clear understanding across the business of where, when, and why success occurs.
• Supervise Centralized HP-Services and 3rd party partner relationships to ensure effective and timely delivery of all requirements.
• Lead and develop an effective Department team that at all levels are able and committed to delivering objectives and to fostering Boehringer’s Values