The Position 

 

The R/OPU Commercial Excellence (CE) Head will govern and guarantee end-to-end commercial excellence activities within the respective R/OPU. As R/OPU CE Head is also accountable to define the overall R/OPU CE strategy and ensure to cascade it down to each local OPU (if part of a ROPU)
Deep expertise in digitization approaches and customer experience and commercial Excellence topics
Deep understanding of digital marketing & latest trends (e-commerce, marketing bots, multi-channel integration, behavioral customer journeys etc.)
Strong change management skills to drive the organization through the CE journey and GTM transformation. strong communication and leadership engagement skills are required. business knowledge might be a plus
The CE Head will lead a local team to establish and own the key components of CE:

Identify the CE priorities for the R/OPU and based on that local roadmap to achieve them. include sign-off with CE and business leadership team (especially on resources considerations to ensure smooth implementation)Sales Force Effectiveness : Lead segmentation and targeting, call planning, territory alignment, sizing),sales & activity performance management (incl. KPIs tracking and analysis, selling and coaching skills)Customer Relationship Management: Lead veeva and platform integration / change requests / feedback. In addition, showcase the benefit to customer facing roles of deeper customer insight by turning information into insightsChannel Excellence: Lead integrated customer engagement channel integration, CLM, digital content creation and customer portals, provide guidance on building content based on unique customer preference and  needsData and Analytics: Lead data governance and integration to allow transparency and automation of product and customer master data localPricing: lead pricing processes, tools and data to ensure a strong local pricing governanceFor the Commercial Excellence capabilities:Accountable for locally, they will be end to end accountable for the management of the local governance, process and operations within OPU / ROPU. This includes responsibility for compliance, talent management, performance, stability, cost efficiency and delivery of all processes and services provided. The CE Head will manage and develop the human capital in the team to provide excellence in performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth.Design and manage territories, target customers and assign segments, Learn train and coach customer facing roles, manage multichannel campaigns, manage plan and produce content, review and approve materials, manage e-detailing, manage remote detailing, manage e-mails, manage suggestions engine, execute sales customers engagement, manage consent and preferences, deliver digital analytics, pet owners and clinic loyalty and rewards, publish content via web, manage e-commerce ecosystem, execute sales agreements, manage bonus and incentives, plan customer engagement, manage analytics strategy, provide application integration, manage customer identity master, manage product data master
Duties & Responsibilities

 

A senior leader level experience is required as the person in the role should have the ability to design and implement local strategic programme that incorporates guidance of platforms, process, people and training strategies to build local organization CX capabilities; should demonstrate a strong background in leading and supporting teams in the development areas; and have the capability of identifying gaps and developing training programs to address them accordingly. Decide on local standards and processes, platforms and data related to capabilities that they are in charge of. Decide on process improvements over time to ensure local efficiency, effectiveness and state of the art  for the capability and drive these across the organizationSales Force Effectiveness : Lead segmentation,  targeting, call planning, territory alignment, (sizing),sales & activity performance management (incl. KPIs tracking and analysis, selling and coaching skills)Internal assessment of skills and capabilities will guide implementation in OPU / ROPU, baseline activities will allow for periodic assessment of skills and customer segmentation capabilityBalanced territories for the sales forceeffective commercial resources allocation through customers segmentationCustomer Relationship Management: Lead veeva and platform integration / change requests / feedback. In addition, showcase the benefit to customer facing roles of deeper customer insight by turning information into insights. Visibility to customer facing roles and management of activity KPIs are established and monitored, adoption % is achieved and there is high level of employee satisfactionVeeva / CRM is widely use by the sales force, good data quality in VeevaChannel Excellence: Lead integrated customer engagement channel integration, CLM, digital content creation and customer portals, provide guidance on building content based on unique customer preference and  needsDefine the local customer engagement model and defines the CE roadmaps in alignment with global and regional team (skills, channels, e-commerce platforms)Provides CE training SFE, CRM and digital capabilities to leverage global content, local content and external agenciesData and Analytics: Lead data governance and integration to allow transparency and automation of product and customer master data localleverage reporting and data to drive business insights and decisionsData quality meets business needs to allow dashboards that enable effective business steering, resource allocation and marketing activity, create 360 degree view of customerStrong reports and processes are in place : allow to generate insights and support business decisions
Requirements

 

Bachelor Degree in Business Management, Information Technology (IT), Data Analytics. Masters in Business Administration (MBA).10 years+ experience in diverse Customer Experience roles and in Channel Execution in a (R)OPU and Corporate and/or Agency 5 years + experience in People Management and talent developmentInternational exposure in daily business related to the capabilities in scope and experience working in a global team setupAbility to negotiate and influence across a matrix & cross-functional organization Language: Fluency in oral and written English; further language skills would be an assetStrong project and process management skills, experience leading project teams and developing business cases, plans, scope definition and presentationsExperience in customer-facing and / or marketing excellence initiativesExperience in change management, including communications, training and support, leadership engagement and change network managementStrong written and verbal communication skillsStrong results orientationAbility to work independentlyObservation, interviewing and listening skills Strong leadership engagement skills