Manager Customer Engagement Excellence & Crm

Description:

This Position contributes to Bayer Pakistan Pharmaceutical Customer Engagement Excellence to support the development of cutting edge Bayer platform capabilities (i.e. Veeva CRM, Veeva Align, DMAC tool, etc), Business Insight/Reporting solutions and maintenance of complete and accurate data (People, Customer, Product level) to create business value across all brands and TA‘s. Commercial support is provided when setting standards, developing platform frameworks, trainings and guidance as well as implementing services to the commercial organization. These actions help to successfully execute the APAC / Country strategies and to ensure the future success of the business and thereby positively contribute to the profitable growth of Pharma business overall using VEEVA -IMCM platform. An experienced multi-channel specialists to partner with the business to deliver industry-leading integrated Multi-Channel Marketing programs. Through a deep understanding of customer insights, analytics and content/channel expertise, the holder of this role devises highly impactful, integrated initiatives to improve Bayer customer engagement and customer experience journeys.

YOUR TASKS & RESPONSIBILITIES:

Develop and lead IMCM platforms and processes whilst driving change of behavior across relevant stakeholders.
Lead the implementation/roll out of the global IMCM strategic plan on local level by providing expertise and consultancy support cross-functionally. This includes development and execution of a targeted MC plan to ensure status updates on IMCM workstreams and deliverables with local stakeholders.
Drive optimal usage of IMCM platforms/processes by championing platform/process governance, monitoring and track platform utilization through ongoing reporting and BI platforms. Be the consultant and go-to person for any digital platform/content alignment/ IMCM process related trainings enquiries & requirements.
Execute Change Management and Training Plan to support the roll-out of IMCM capabilities within Marketing & Sales Organization
Develop essential IMCM and digital knowledge/skills/capabilities in Bayer Pakistan effecting change of behavior across relevant stakeholders. Align local capability building with the global/regional IMCM function.
Manage creative, media and other Content production vendors to develop and deploy integrated multi-channel marketing campaigns according to established best-practice standards.
Providing support to BU’s with on how to develop and manage integrated multi-channel campaigns allowing more impactful, efficient, and customer-centric activation via the orchestration of media, channels and tactics embedded within CAPs of each brand plan by Product Managers.
Demonstrate understanding of competitive environment, digital market trends, insights and trends and update stakeholders within organization.
Acts as the Go-To-Expert for Bayer enabled modules and functionalities (e.g. Consent Capture & Management, CRM, Best-Time-to-Meet, Survey, Event Management, Align, Coaching, Engage, Free-Text including monitoring process) and is able to train relevant stakeholders (e.g. Sales, Marketing).
Understands and guides relevant stakeholders through the processes that are enabled by Veeva functionalities and other Bayer tools (i.e. DMAC).
Informs, trains, and aligns on APAC aligned Key Performance Indicators, definitions, algorithms/formulas and minimum standards with all stakeholders, both activity and sales results based, in cooperation with the SFE- Sales Force Excellence / Customer Engagement Excellence colleagues.
Leads at expert level all relevant and available reporting solutions including, but not limited to activity (DART Lite, SFDC operational reports/dashboards, Adoption KPIs) Expert in data visualization tools such as Tableau.
Complies with local regulations, industry and Bayer’s code of conduct and Data Privacy regulations at all times.

WHO YOU ARE:

University degree in Business Admiration (Information Technology or Data Science experience and certifications are an advantage)
3-5 years or above of professional experience in multichannel marketing within the pharmaceutical industry e.g. closed-loop Marketing, eDetailing, web/mobile solutions or social media.
Working experience with Veeva- Salesforce & Medical CRM, Veeva Vault platforms - proven experience in digital platforms, content, training, change management and digitalization.
Hands on experience in IMCM process development and execution in MCCPs.
Digitally savvy person with excellent project management and communication skills.
Strong stakeholder management and the ability to communicate and collaborate effectively with senior management, diverse cross-functional as well as cross-country teams.
Analytical skills, with proven track record of driving change through data and facts by utilizing DBs and reporting tools
Leadership skills and the ability to motivate and inspire co-workers and internal business partners.
Being able to work independently with minimal guidance; determine own priorities and monitor resources within own work.
Experience in training of digital and multi-channel marketing initiatives having lead project teams across functions and without authority.
Proven ability to think strategically and act operationally.
Strong communication and relationship building skills. Fluent in English, both written and spoken.
Advanced CRM and Segmentation and Targeting knowledge and experience
Advanced Excel Tableau and data modelling skills.