Our Client, a multinational Pharma Company is looking for a Customer Lead. This role will be based in their ofice in Dubai.
Job Purpose The Customer Lead is responsible to proactively address and manage current and emerging customer needs in coordination with all relevant stakeholders in a highly responsive manner. He/ She must be able to identify root causes, set strategic objectives and coordinate the Clients actions for resolution using new and previously developed tools.
The Customer Lead is responsible for Distributor management, tracking distributor activities and reporting performance evaluation.
The role is responsible for maximizing access and ensuring appropriate handling to the medicines within the allocated territory, in alignment with commercial objectives and activities
He/ She must demonstrate and have wide view rather than a line/product view to leverage complete PEH portfolio.
Key Accountabilities Customer Management:
Ensure the development of a customer focused organization - 'Put the customer at the center of what we do'. Proactively anticipate and create customer needs in close coordination with all internal stakeholders (marketing, medical, enablers etc.)
Represent customer needs in building the Client strategy and investments across all customers
Establish, maintain and leverage quality relationships with current and emerging customers. Recommend and build partnerships in areas that will help the Client obtain greater market access.
Address evolving customer needs and proactively set strategic goals and plans to meet those needs.
Develop and execute Health Insurance companies & Payer Strategies and Plans to accelerate favorable Listing & Reimbursement decisions for key market brands and new launches across PEH portfolio.
Maximize the commercial opportunities and minimize access challenges and threats to the Client PEH business through developing, implementing and managing innovative Pricing & Access Programs and Commercial Agreement with Health insurance companies and payers as per local laws and regulations.
Support KAM organization in day-to-day emerging access challenges with health insurance companies and Payers.
Monitor the Regulatory & Policy environment changes and reforms of health insurance and financing, and support and coordinate with all involved.
Be completely informed and educated on the customer network framework, priorities, challenges, policy and procedure change of each relevant institution. Report and coordinate Client's response accordingly
Coordinate tender/annual retail plan submission process with Client stakeholders - Sales Operations & Demand, Regulatory, Finance, Regional Access, Sales Managers/Line Mangers/Key account mangers & marketing - ensure timelines and requirements are met.
Distributor management:
? Distributor contracts renewal and validation with updated terms and conditions.
? Manage and track distributor activities and report Performance evaluation matrix every 6 months for all relevant distributors.
? Manage Day to day operations with Distributors in UAE including Stock and sales reports, To-Market sales, inventory levels.
? Manage Distributor inquiries and track SOA on monthly basis
Operation Excellence / Business Coordination Objectives
? Build, track Annual Strategic Objectives and report progress quarterly for allocated customers/Insurance firm and distributors.
? Build, track Annual Sales Objectives and report progress Monthly for PEH TMS sales by distributor.
? Support the development and implementation of customer management tools e.g. Targeting, Key Account Management
? Ensure that customer focus is built in to country organization learning and development programs. Serve as a champion of the Customer Focused organization and a resource to encourage CCS through learning and development and informal coaching
Skills Job Specific technical/Functional/Professional Competencies:
? Knowledge of the Pharmaceutical industry and Healthcare environment
? Strong interpersonal skills with in-depth understanding of customer management - motivation, needs and building partnerships
? Must be able to demonstrate competence in influencing a broad range of stakeholders through credible, clear and logical communication
? Thorough understanding of how to develop and use customer insights proactively
? Commercially astute with strong business acumen. Ability to identify and capture sales opportunities
? Comfortable with risk taking and risk management
? Ability to make strategic decisions and propose innovative solutions
? Change Leader
? Strong problem solving and stakeholder management skills
? Strong Negotiation skills - internal and external - ability to exercise informal influence
? Computer literate: Excel spreadsheets, PowerPoint, Word
Experience and Knowledge
? Bachelor's degree in pharmacy or medicine
? Minimum 5 years of commercial experience in healthcare/pharmaceutical. Experience in UAE is a plus.
? Experience as a key account Manager is a plus.
? Strong Communication skills. Proficient in written and spoken English, Bilingual (English & Arabic) preferred
? Demonstrated team player/dedicated to building a team culture that values, recognizes and generates high performance, supports innovation and challenges the status quo
? Knowledge of local laws and regulations related to pharmaceutical industry is an advantage
? Preference will be given to candidates with prior local market experience
Job Details Job Location Dubai, United Arab Emirates
Company Industry Employment Placement Agencies/Recruiting
Company Type Employer (Private Sector)
Job Role Customer Service and Call Center
Employment Type Full Time Employee
Monthly Salary Range Unspecified
Number of Vacancies Unspecified
Job Ref.
JB3816245
Preferred Candidate
Career Level Mid Career
This job is posted in the following Specialties:
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Job Title Customer Lead
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