Purpose of the function

LOCATION: UXBRIDGE, UK

Champions and leads a high-quality, data-driven approach to Customer Relationship Management (CRM), Closed Loop Marketing (CLM), omnichannel engagement, and Key Account Management (KAM). Responsible for developing, implementing, and optimising CRM and omnichannel strategies that enhance engagement with healthcare professionals (HCPs), healthcare organisations (HCOs), hospitals, and other stakeholders. The role leverages CRM platforms, customer data, analytics, and digital engagement capabilities to improve customer experience, commercial effectiveness, account visibility, and business growth while ensuring full compliance with pharmaceutical industry regulations and company policies.

Roles and Responsibilities

• Leads the strategic development, optimisation, governance, and adoption of CRM, CLM, and omnichannel systems that enable effective KAM execution and customer engagement.
• Collaborates with external partners (including Alliance partners) and internal stakeholders to lead the development and maintenance of a pioneering CRM, CLM and Omni channel system to enable KAM.
• Drives adoption of KAM principles and workflows within CRM systems to ensure consistent, measurable, and value-driven account management.
• Set rules and guidelines for reporting (CRM) and support systems, drive minimum quality standards through regular communication, highlighting and escalating issues when appropriate.
• Leads on training of all users to ensure the CRM is maximised and users engage with HCPs compliantly.
• Owns master data governance processes, ensuring customer and account data is accurate, compliant, complete, and regularly validated.
• Leads change management and user adoption initiatives to maximise engagement with CRM and omnichannel capabilities.
• Supports the Omnichannel strategy through the integration of digital and field force activities, to ensure the delivery of a seamless, personalised and compliant customer experience.
• Lead on the technical implementation and integration of Omnichannel activities in the CRM platform.
• Partners with marketing, medical, compliance, and field teams to deliver integrated and compliant omnichannel engagement strategies.
• Monitors omnichannel engagement effectiveness and continuously optimises campaigns and customer interactions based on insight and performance data.
• Works with Alliance partners to align and implement Omnichannel activities.
• Develops a KAM strategy enabling data-driven engagement, improving account visibility, supporting account planning, and ensuring coordinated omnichannel interactions across accounts.
• Collaborates with external partners (including Alliance partners) and internal stakeholders to lead the development and maintenance of a pioneering account management system.
• Is responsible for the ongoing development and support for the account management system. Leads onboarding, capability development, and best practice training to drive excellence in account management and customer engagement.
• Develops and maintains advanced expertise in CRM systems, customer data, analytics, and KAM methodologies to enable effective decision-making, competitive advantage for Daiichi Sankyo UK and to minimise the reliance on external suppliers.
• Keeps up to date with the latest CRM developments and trends, working closely with DSE and external partners to ensure DSUK are at the forefront and leverage best in class solutions.
• Evaluates emerging technologies and industry best practices to enhance customer engagement and operational effectiveness.
• Develops and maintains true expertise in the philosophy, data-sets and systems required to enable KAM to be delivered effectively across the organisation.
• Maintains a strong understanding of the brand plans and focus for all promoted brands.
• Maintains a thorough understanding of the evolving NHS structures, different HCO and HCP roles.
• Develops a strong understanding of the company business planning process (both UK and European).
• Supports the Transfer of Value (ToV) process by working cross-functionally to ensure all disclosure activities are completed accurately, compliantly, and within required timelines.

Further Roles and Responsibilities

• Validated ToV submission data as supplied by Compliance Validate data accuracy and add additional information as required in order to complete and upload the template to the ABPI portal Supply compliance with list of HCP’s for Disclosure Consent capture and analyse data raising queries where required

Education & Experience

• Degree level educated (or equivalent). 
• Experience with CRM, KAM and data systems and tools, including but not limited to those provided by IQVIA, Veeva, Exeevo, and other key suppliers. 

Skills and additional Requirements

• Excellent attention to detail and a passion for adding value to the business.
• Understanding of the UK market including NHS structure, types of organisation/ customer and broad NHS policy/operating framework.
• Excellent communication, presentation and negotiation skills.
• A strong understanding of the required functionality required to support an effective CRM system from an end-user perspective.
• Full driving license and ability to travel throughout the UK when needed.
• Advanced user of Microsoft Excel Experience of working in an Alliance Has successfully operated in a CRM role within a Pharmaceuticals company.
• Proven experience in a role involving working with commercially available market and/or NHS data-sets.
• Has successfully operated within an NHS role analysing NHS information and providing management information to NHS organisations.