Director, Customer Excellence

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About the role

JOB SUMMARY Develops, recommends and delivers initiatives to maximize the impact and efficiency of sales resources. This role will be a key member of the Affiliate Management Team and is responsible for mentoring and managing the staff working in SFE, Training, CRM, BI, Trade Channel to deliver an effective service across the business. Works closely with General Manager to ensure effective communication and adoption of best practice and processes to enable optimal deployment of sales resources. Ensures direct reports are trained and capable to execute country tasks and can deliver effectively on initiatives. The role will also liaise with Regional and International commercial excellence. KEY ACCOUNTABILITIES  Customer Segmentation/Targeting and Territory Optimization    • Research, develop and define the strategy to profile, segment and target Abbvie’s customers managing the implementation of projects, identifying and communicating best practice and measuring success of approaches. • Work with BUDs to set direction for sales management that will ensure salesforce effort is targeted to highest value customers aligned with business strategy and that KPIs are identified to track sales team performance. • Run projects to identify optimal and code compliant coverage of key business accounts and target customer groups and collaborate with sales management to ensure resources are deployed across the BU/Product Line/Country effectively to maximize the impact of the sales teams. • Lead re design of territory structures as required to ensure optimal coverage of key customers. • Assess impact of new sales processes and the value of deploying sales team in different ways. • Develop the key metrics that are used to track sales team performance across the business units working with BI and CRM teams to ensure systems and reports are in place to track metrics • Maintain familiarity with current trends in salesforce deployment for the Pharmaceutical/Healthcare industry including understanding of how different models can deliver key business objectives. Salesforce Bonus/Incentive Design                                                                      • Work with the Region to shape and develop annual incentive schemes ensuring schemes are aligned to regional strategy and policy and are fair and motivational. Test and implement. • Ensure local bonus policies are understood and paid correctly in country, providing support as needed to ensure correct management of sales bonus for accurate calculations and payments to be made. Country Sales Operations                                                                              • Lead and develop CRM and BI roles to ensure they support delivery of business strategy. Provide input to the structure and requirements of these roles/teams ensuring suitable training is provided and Abbvie systems are understood and fully utilized. • Lead the implementation of significant CRM, BI and digital initiatives, working with relevant team members to ensure strong adoption, sustained effectiveness and clear local ownership of plans and deliverables. • Drive digital adoption by the IFT by embedding tools, dashboards and field processes into day-to-day commercial routines, enabling data-led decision making and stronger execution discipline across sales teams. • Drive accurate and timely reporting by CRM/BI ensuring effective working processes are in place to meet requirements of all business units. • Ensure the sales operations organization has the right skills, capabilities and future-focused mindset to anticipate evolving business needs, adopt new ways of working and continuously raise the standard of sales operations and excellence. • Represent the country on regional meets and lead/participate i

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