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, etc...). 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

• Develops CRM, CLM and Omni channel systems, processes and business tools which support KAM strategy and high individual accountability for performance.
• Collaborates with external partners and internal stakeholders to lead the development and maintenance of a pioneering CRM, CLM and Omni channel system to enable KAM.
• Ensure KAM is embedded in our systems and fully adopted to ensure real value is delivered.
• Set rules and guidelines for reporting (CRM) and support systems, drive minimum quality standards through regular communication, highlighting and escalating issues when appropriate.Develops true expertise in understanding and interpretation of all potential data sets (commercially available and NHS) and converts this data into usable reports, dashboards, and customer engagement tools which incorporate multiple data sets to deliver enhanced planning, and customer engagement.
• Develops and maintains relationships with all potential data providers (including NHS) and leverages these relationships to deliver organisational expertise in terms of how best to use and interpret this data.
• Works with external suppliers to use NHS data sets to develop customer-facing tools which allow a population-based discussion which in turn facilitates optimal customer engagement.
• Responsible for full Master Data Management ensuring all data is appropriately updated and is consistently quality checked for accuracy.
• Provides bespoke analytics to support account level projects and to facilitate customer engagement.Manage the support and delivery of field related activities and initiatives to ensure the field force is fully optimised, motivated and fully enabled to deliver against DSUK objectives and KPIs
• Support the processes of geographical reorganization, targeting, segmentation and profiling.
• Manage the incentive compensation program in conjunction with key stakeholders to ensure the scheme meets DSUK guidelines and drives the right business performance and behaviours.
• Working with the relevant stakeholders develops and supports field force solutions to meet the needs of the business e.g. Coaching / training toolsManage external provider and internal stakeholder relationships and holds them responsible for achievement against Service Level Agreements (SLA’s).
• Selects and manages the relationship with software and data providers, negotiating effectively with providers to ensure that cost, and service delivery versus SLAs are optimised.
• Develops appropriate management reports with internal stakeholders and works with suppliers to deliver them.
• Liaises with key stakeholders from Daiichi Sankyo Europe to agree the appropriate performance frameworks and metrics and delivers reports to those stakeholders on a regular basis.Ensures that personal expertise in terms of systems, data sets and the interpretation/analysis of these data sets is maintained to enable effective decision-making, competitive advantage for Daiichi Sankyo UK and to minimise the reliance on external suppliers.
• 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 agenda and in particular how data is used to performance manage NHS organisations.

Further Roles and Responsibilities

• Develops expertise in all available business tools and the ability to extract, merge and crossmatch data from a range of sources.
• Develops a strong understanding of the company business planning process (both UK and European).Support the Transfer of Value (ToV) process working with a cross functional team to ensure all elements of ToV are completed within both the company policy and regulations.
• 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

• University Degree Required
• 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.
• Proven experience in building databases Preferred Proven 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 concise and impactful analysis.
• 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.
• An expert user of Microsoft Excel and Access including potentially a professional qualification within business planning/implementation framework centred on local profit centres