London Customer Experience Specialist Hampshire & Isle of Wight UB8 1DH
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About this role
At Daiichi Sankyo, we are united by a single purpose, to improve lives around the world through innovative medicines. With a legacy of innovation since 1899, a presence in more than 30 countries, and more than 19,000 employees, we are advancing breakthrough therapies in oncology, cardiovascular disease, rare diseases, and immune disorders. Guided by our 2030 vision to "be an innovative global healthcare company contributing to the sustainable development of society", we are shaping a healthier, more hopeful future for patients, their families, and society.
Purpose of the function
LOCATION: HAMPSHIRE & ISLE OF WIGHT
A promotional key account management role to orchestrate customer experience and act as the primary point of contact for a set of Healthcare Professionals (HCPs) across primary and secondary care. Delivers personalised customer experience based on data insight through customer journeys that are integrated across multiple channels as well as functions.
Roles and Responsibilities
- Uses an omnichannel approach, to engage with customers assigned to them as the primary point of contact through different (omni) channels, including in-person and remote interactions.
- Coordinates appropriate touchpoints with the customer assigned to them as primary point of contact. Utilising agile marketing campaigns, via symposia, face to face visits, virtual calls, or meetings. Tailors messages, utilising data insights, networks and relationships to provide a personalized experience.
- Collaborates effectively with different functions (medical, market access, analytics etc.,) to ensure an optimised customer experience.
- Proactively drives insights exchange between the field and office-based roles
- Builds value-oriented relationships with HCPs and develops deep understanding of their needs
- Monitors accounts to have 360°view (incl. environmental overview, sales data, market share, last activity, email responses)
- Feeds data back to the Advanced Analytics team through various tools, including the Customer Relationship Management (CRM) system in a timely and compliant manner.
- Co-create and lead the implementation of account plans and review progress by setting milestones and KPI’s.
- Continually reviews performance of customer engagement and assesses priorities based on data insights.
- Report Adverse Events (AEs) by following defined processes.
- Send medical information queries to the Medical Science Liaison team within appropriate timescales.
- Adherence to all Daiichi Sankyo standard operating procedures with high levels of compliance and integrity.
Education & Experience
Experience using data insights to decide next actions to enhance customer experience
Skills and additional Requirements
- Distinct knowledge of local network, their decision-processes/ structures
- Advanced ability to identify and map customers and their respective influence maps within your ICS and territory
- Ability to deliver scientific content
- ABPI Qualified and thorough knowledge of the ABPI code of practice
- Excellent relationship building skills
- Excellent active listening skills
- Effective communication skills
- Strong influencing skillsExcellent team collaboration skillsBe inclusive and embrace diversity
- Develop & Grow,Collaborate & Trust
- Highly engaging with customersHappy to take the initiative to try new things, learning and improving constantly (both successes and failures)Integrity and compliance mindset
- Focused on and curious about customer needs
- Development and growth mindset
- Good at prospecting (find new contacts)
- Analytical and data driven
Company
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