Head of Customer Engagement
Head of Customer Engagement
Apply locations Bedfordshire Paddington
Work time type Full time
Posted on Posted 30+ Days Ago
Job requisition id JR-0000003663
The role
To manage a major key account for the business which will include:
* Working with the sales managers at the account to ensure that the team is fully supported.
* Managing the Project Manager for the account, who primarily has a pastoral role for the team and oversees all Uniphar administration relating to them. The PM also assists with data insights and CRM management and reporting.
* Collaborating with main stakeholders at the account to manage anything Uniphar related.
* Working with internal teams to manage areas of the business relating to the account, including customer engagement, digital strategy, data insights, and CRM management.
For any additional accounts:
As part of an integrated division, the Head of Customer Engagement will be responsible for creating and developing systems and processes to aid our client’s people and digital transformation strategy. This role will build and nurture commercial and engagement solutions that retain and develop our client’s and internal needs, ultimately cultivating and deepening our connections and relationships.
The role will also establish developed technologies that drive our customer engagement transformation process within the client organization and translate client business objectives and brand strategies into an effective program leveraging both in-person and digital channels and technologies.
The Purpose
Everything we do supports our overall business mission, which is driving an intelligent, insights-driven sales organization that helps healthcare companies optimize their brands. We partner and provide services that underpin insight, intelligence, and technology, fostering a 360-degree approach while seeking innovative and effective ways to adapt to an evolving market.
The Head of Customer Engagement’s role will deliver towards our company purpose by:
* Translating clients’ business objectives and brand strategies into effective programs leveraging in-person, digital channels, and technologies.
* Supporting the leadership and development of Uniphar systems and processes to deliver Customer Engagement Solutions to current and new clients.
Responsibilities:
Programme Design & Third-Party Company Integration
* Customer targeting and segmentation.
* Defining the optimal mix of in-person and tailored-remote engagement solutions.
* Establishing rules of engagement with partner providers.
* Establishing and managing Service Level Agreements.
* Customer Journey Mapping and definition.
* Identifying all in-person touchpoints.
* Identifying all follow-up activities.
* Leading integration with Data Insights and Ai-Engage team for systems build.
* Testing of the dashboards and Ai-Engage system.
Programme Management & Governance
* Programme setup.
* Compliance & Data Processing lead.
* Leading data processing policy and defining systems requirements.
* Client Engagement / Leadership.
* Leadership of all third-party project leads.
* Leadership of Engagement Specialist Team (current KAMs / PKAMs).
* Undertaking any other reasonable tasks requested.
Experience Level
Programme Orchestration
* Establishing and ensuring adherence to SOPs.
* Developing and monitoring KPIs vs. SOP and agreed activities.
* Data and insight sharing.
* Integration of channels.
* Orchestration of customer experience/journey.
* Production of monthly insight reports and recommendations.
Overview
* Leading-edge knowledge of current digital marketing tools.
* Experienced Pharmaceutical sales manager.
* Strong digital thinking to multidisciplinary teams developing integrated marketing and in-person sales strategies.
* A deep understanding of changing HCP needs/requirements in engaging with Pharma in an increasingly digital world.
* Able to match theory with real-world experience, and a pragmatic approach to getting things done.
* Ability to deliver results through others and lead complex groups to action.
Candidate Requirements:
* Experience working as a Pharmaceutical Sales Manager.
* Understanding of how digital strategy is developed to engage with HCPs.
* Knowledge of the NHS / HCP stakeholder environment.
* The presence and confidence to operate at up to board level within Client stakeholders.
* Leadership skills and stakeholder management to drive delivery across a matrix organization.
* An entrepreneurial approach, with great people skills and calmness under pressure.
* Exceptional communications, presentation, and influencing skills.
* Personal qualities of enthusiasm, tenacity, charm, energy, and a good sense of humor.
* Strong verbal communication skills for articulating ideas to colleagues and clients.
* Excellent written communication skills for producing high-quality content.
* Attention to detail and accuracy.
* The ability to work independently and flexibly.
* The capacity to prioritize and work across multiple projects.
* The ability to work as part of a team.
* Organizational skills with the ability to deliver a high volume of quality work.
* Creative skills for contributing new and innovative ideas.
* The ability to work well under pressure and meet deadlines.
* Networking and analytical skills.
* Knowledge of existing and emerging CRM and digital tools.
* Excellent IT skills.
Uniphar Background
Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland. Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, the United Kingdom, Mainland Europe, MENA, and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world.
Uniphar provides outsourced and specialized services to its clients, leveraging strong relationships with over 200 of the world’s best-known pharmaco-medical manufacturers across multiple geographies, enabled by cutting-edge digital technology and expert teams. Uniphar is organized into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech, and Uniphar Pharma.
Uniphar Pharma
Pharma is a global division operating across the US, Europe, APAC, and MENA, bringing a range of pharma services to manufacturers across the product life cycle. We leverage this platform to provide unlicensed medicines or medicines that are otherwise difficult to source. Additionally, we commercialize launch and established brands to HCPs on behalf of pharmaceutical clients across the globe. The core of this division is providing equitable access to medicines globally.
About Us
Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard-working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.
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