SSA HCP Patient Engagement Sales Services Manager
GCO Sales Services - Manager is responsible to co-Develop, operationalize and innovate commercial operational service offerings that directly engage with our external customers HCPs and patients.
Fully accountable for the end-to-end delivery & insight generation with cluster / market focus for the following for the Sales Services scope :
HCP / patient data stewardship .
Delivering outstanding and compliant service levels . Support integration of digital channels and tools into FF operations and SFA
Reporting to the GCO Cluster Lead.
Lead services for the Cluster / Market, acquire or establish and deploy policies, processes, systems, tools to enable Sales Services delivery, manage execution of end to end transactional business operations, ensure delivery of quality service, within compliance guidelines.
IC : Customer Facing incentive schemes, Sales Quota setting, FFE : Customer targeting, FF sizing & structuring, Territory Alignment, Data extractions & validations, FFE Insight generation for business leaders & management reporting, SFA : effective, efficient and compliant Sales Force Automation operations through standardization, in light of the global & regional guidance's.
HCP / patient data stewardship : as an SME of engagements with external customers, act as pivotal point with all other GCO Service colleagues to coordinate capturing / owning / stewarding HCPs and Patients data for Pfizer commercial organization Customer-Facing Colleague Communications : Manage communications strategy and activities with CFCs Become subject matter expert after 2nd years on the position on at least 2 of the above areas, to technically coach / be role model for other GCO HCP / Patient Engagement team members.
Collaborate with Compliance, Medical, Legal, Regulatory to ensure requirements are included in GCO Sales Services processes.
Partner with commercial leaders in the assigned cluster / market to understand their business needs and align on appropriate Service Levels Agreements to address these needs.
Partner with Regional GCO Leadership Team to develop, drive and implement best in class GCO Sales Services in the Region within global design guidelines.
Collaborate with GCO Marketing Services on all activities relevant for Fieldforce- Samples operations, eg. sampling related data upload & download to & from SFA system- Digital channels Fieldforce & SFA related activities eg. RTEs upload on SFA etc.
Key Performance Measures :
Sales Service operations delivered within AGREED SLAs and quality standards, to also assess via Customer SatisfactionPeriodic Sales Services INSIGHTs delivered to business leaders per SLA, to also assess via Customer SatisfactionAlignment with Legal & Compliance requirements
Reports to : GCO Cluster Lead
Marketing; Medical; and other relevant Functional leads e.g. D&T; Procurement; HR; Finance; Compliance; Legal and other Commercial
EDUCATION AND EXPERIENCE
has the ability to plan, meet deadlines, and manage competing prioritiesLocal understanding of the business including understanding of legal / compliance requirementsAnalytical Thinking & Problem SolvingInfluencing & negotiation skills with excellent oral and written communication skills
GOOD TO HAVE
Senior stakeholder managementStrong strategic thinking skills to ensure innovation and leadership of new operating modelLeading large-scale changeFinancial acumen
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Sales Operations & Admin