Lead, Customer Excellence – Turkey-MEA

Description

Lead, Customer Excellence – Turkey-MEA

About Astellas:

At Astellas we can offer an inspiring place to work and a chance to make your mark in doing good for others.

Our expertise, science and technology make us a pharma company. Our open and progressive culture is what makes us Astellas. It’s a culture of doing good for others and contributing to a sustainable society.

Delivering meaningful differences for patients is our driving force. We all have a significant opportunity to make that difference, working locally in the areas we know best, whilst drawing inspiration from the different insights and expertise we have access to globally and from our innovative, external partners.

Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword – it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.

Our ethos is underpinned by the Astellas Way, comprising five core values: patient focus; ownership; results; openness and integrity.

We are proud to offer an inclusive and respectful working environment that fosters collaboration and ownership.

Our aspiration is to bring the best brains together, to provide them with world-leading tools and resources and a unique structure that fosters real agility and entrepreneurial spirit.

The Opportunity:

As the Lead, Customer Excellence – Turkey-MEA, you will be responsible for the execution of all affiliate-level operational excellence-related issues and initiatives, while acting as an in-house consultant and coach for operational excellence, field force coaching, and customer engagement.

Reporting directly to the Lead, Commercial TMEA you will be coordinating input from cross-functional teams to independently leading and oversee the implementation of a wide range of local/regional projects and initiatives related to corporate, marketing, or sales strategies, or operational excellence.

Hybrid working:

At Astellas we recognise that our employees enjoy having balance between their professional and home lives. We are proud of our hybrid approach which empowers you to have flexibility on whether to work from home or in the office.

Key Responsibilities:

• Acting as the affiliate’s Co-Digital Lead, together with marketing, and overseeing the operational aspects of the digital initiatives such as remote detailing, approved e-mails, consent collection & the omnichannel customer interaction model.
• Ensuring local adoption of new tools, systems and processes related to operational excellence, and facilitate any relevant change management.
• Developing, administering and further improving the Veeva CRM system, KPIs, processes, dashboards, reports, and other systems that aid with measuring, analysing and interpreting operational effectiveness & excellence pertaining to field sales and promotional activity and getting more insights on products and competitors’ performances, and conducting national, regional, and territory level analyses
• Monitoring the affiliate CRM and CLM performance metrics and take the necessary action with the sales force by providing the necessary refreshment trainings in order to maintain a desirable performance level.
• Overseeing the implementation of quality and productivity enhancement opportunities such as segmentation & targeting, territory rightsizing and sales force organization decisions in conjunction with the Sales Director and Sales managers by providing the necessary data and input, and ultimately contribute to the maximization of business potential.

Essential Knowledge & Experience:

• Experience in a similar role within the global pharmaceutical industry
• Must have successful track record of managing projects and multi-tasking in a deadline intensive environment.
• Experience of working with IMS data sets, BI, CRM, and CLM systems
• Excellent leadership skills with the ability to inspire and develop teams.
• Demonstrate successful change management experience in a similar sized business
• Strong level of proficiency in professional English

Preferred Experience:

• Strong communication and training skills with ability to establish effective relationships with a diverse range of stakeholders.
• Advanced analytical and critical thinking skills with strong ability to analyse data from multiple sources, present and clearly explain findings to management-level audiences.

Educations/Qualifications:

• Bachelor’s degree in business, life sciences, or equivalent.

Additional information:

• This is a permanent, full-time position.
• The position is based at the T-MEA regional headquarters of Astellas Pharma in Istanbul.
• This position follows our hybrid working model. Role requires a blend of home and a minimum of 3 days per week in our local office. Flexibility may be required in line with business needs. Candidates must be located within a commutable distance of the office.

What We Offer:

• A challenging and diversified job in an international setting.
• Opportunity and support for continuous development.
• Inspiring work climate.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Read Full Description