**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 insights + Channel 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 needs + Data and Analytics: Lead data governance and integration to allow transparency and automation of product and customer master data local + Pricing: lead pricing processes, tools and data to ensure a strong local pricing governance + For 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 organization + Sales 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 capability + Balanced territories for the sales force + effective commercial resources allocation through customers segmentation + 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 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 satisfaction + Veeva / CRM is widely use by the sales force, good data quality in Veeva + Channel 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 needs + Define 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 agencies + Data and Analytics: Lead data governance and integration to allow transparency and automation of product and customer master data local + leverage reporting and data to drive business insights and decisions + Data quality meets business needs to allow dashboards that enable effective business steering, resource allocation and marketing activity, create 360 degree view of customer + Strong 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 development + International exposure in daily business related to the capabilities in scope and experience working in a global team setup + Ability to negotiate and influence across a matrix & cross-functional organization + Language: Fluency in oral and written English; further language skills would be an asset + Strong project and process management skills, experience leading project teams and developing business cases, plans, scope definition and presentations + Experience in customer-facing and / or marketing excellence initiatives + Experience in change management, including communications, training and support, leadership engagement and change network management + Strong written and verbal communication skills + Strong results orientation + Ability to work independently + Observation, interviewing and listening skills + Strong leadership engagement skills All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.