Purpose of the function

LOCATION: Uxbridge, UK 

Champions and leads a high quality approach to Customer Relationship Management (CRM) and Key Account Management (KAM) for the UK. Supporting the business with relevant information and insight to enable all parts of the organisation, but particularly the Regional Teams to effectively and efficiently deliver against our objectives. Specific areas of focus include; Development and maintenance of the CRM and data model, combining data from different sources (IQVIA, CRM, other market data). Support the processes of field force excellence; geographical reorganizations, targeting and segmentation and profiling and management of incentive compensation. Responsible for maintaining and developing dashboards (tactical, local, regional) for sales, activity, KPIs, etc.

Roles and Responsibilities

• Develop and lead CRM, CLM and Omni-channel systems, processes and business tools to support and embed the KAM strategy, ensuring high accountability and measurable performance impact.

• Drive adoption and optimisation of CRM and related systems by setting governance standards, reporting guidelines and minimum data quality requirements, escalating issues where appropriate.

• Develop and maintain expertise in commercially available and NHS data sets, converting complex data into actionable insights, dashboards, reports and customer engagement tools that enhance planning and performance.

• Extract, merge and cross-match data from multiple sources to deliver integrated analytics that support account planning, segmentation, targeting and profiling.

• Build and maintain strong relationships with data providers (including NHS) and external partners to optimise the use, interpretation and value of available datasets.

• Work with external suppliers to develop customer-facing, population-based tools that enable effective and data-driven customer engagement.

• Lead Master Data Management processes, ensuring data accuracy, integrity, compliance and regular quality validation.

• Provide bespoke analytics and reporting to support account-level initiatives, brand strategy execution and field force effectiveness.

• Manage field force optimisation initiatives, including geographical reorganisation, targeting, segmentation, profiling and performance enablement.

• Lead the incentive compensation programme in collaboration with key stakeholders, ensuring alignment with company guidelines and driving desired performance and behaviours.

• Develop and implement field force support solutions (e.g. coaching tools, training resources and performance dashboards) to meet evolving business needs.

• Select, negotiate and manage relationships with software, data and service providers, ensuring cost-effectiveness and delivery against agreed SLAs.

• Develop and deliver aligned performance frameworks, KPIs and management reports in collaboration with UK and European stakeholder

Further Roles and Responsibilities

• Maintain a strong understanding of brand plans, UK and European business planning processes, and the evolving NHS landscape, particularly performance management frameworks.

• Ensure ongoing development of systems and analytics expertise to support effective decision-making and reduce reliance on external suppliers.

• Support and manage the Transfer of Value (ToV) process in collaboration with cross-functional teams, ensuring compliance with company policy and regulatory requirements, including validation of submission data, accuracy checks and ABPI portal uploads.

• Provide Compliance with required HCP disclosure data, validate consent capture information and resolve data queries as necessary.

Education & Experience

• University Degree
• Experience with data systems and tools, including but not limited to those provided by IQVIA, Qlik, PowerBI, and other key suppliers.
• Has successfully operated in an analytical role within a Pharmaceuticals company.
• Experience in building databases 
• Experience in a role involving working with commercially available market and/or NHS datasets. 
• Has successfully operated within an NHS role analysing NHS information and providing management information to NHS organisations. 

Skills and additional Requirements

• Proven ability to deliver clear, impactful analysis that supports business decision-making.

• Strong attention to detail with a focus on driving business value.

• Good understanding of the UK healthcare market, including NHS structures and policy framework.

• Excellent communication, presentation and negotiation skills.

• Advanced Excel user (Access and/or relevant professional qualification desirable).

• Strong understanding of CRM functionality from an end-user perspective.

• Experience working within a business planning framework centred on local profit centres.

• Full UK driving licence with willingness to travel nationally as required.