The Position
Product Specialist:
• Orchestrating for Exceptional Customer Experience - focused on implementing in-clinic and virtual execution of the Customer Engagement Model. Implement Multi-Channel Cycle Plan to target Customers, meet / exceed performance targets for assigned product(s) within the allocated territory and achieve related quantitative/ qualitative field force KPIs. Additionally to:
• Organise physician education programmes and support KOL development
• Support implementing patient education, product access and treatment compliance programmes
• Adhering to Compliance, Code of Conduct and Policies - responsible for ensuring all company and industry compliance requirements (e.g. Pharmacovigilance) are understood, adhered to and established local compliance processes are followed.
Tasks & responsibilities:
1. Promotion Achievement in the assigned territory
• Territory promotion accountability (e.g. value, units, market share% etc.)
• Ensure formulary listing and availability of BI products as required
• Create demand/ generate prescriptions for promoted BI products by utilizing the available resources/tools/ trained behaviors
• Build valued discussion around specialty HCP needs and opportunities
2. Data management, reporting, Multi Channel Cycle Plans (MCCPs)
• Maintain an accurate & complete customer (email address, other contact info) database in Veeva
• Record and track product promotion and customers in territory/hospital
• Provide monthly forecasting sheet based on actual performance
• Obtain and record feedback from customers on competitor product performance and monitors their activity
• Prepare and provide ad hoc reports as requested by Management team/ Business Unit Director
• Develop, validate and execute MCCPs for the allocated territory to maximize BI business and ensure achievement of sales targets/ objectives
• Comprehend, integrate and execute ICPs into MCCPs
• Plan logistics to ensure execution of MCCPs and that high value customers (Gain, Build, Defend) are seen with the required Reach and Frequency, F2F and S2S
• Execute effective MCCPs with the objective of maximizing BI business in assigned territory to ensure achievement of sales targets / objectives
3. Orchestrate Exceptional Customer Experience
• Communicate with relevant BI customer facing roles (Marketing, MSLs, etc.) and work interdependently to ensure customer experience is personalised and relevant to them.
• Understand customers' preferred communication channels, directing appropriate resources (face to face calls, Veeva Engage, phone calls, follow-up emails, BI one website, webinars, Adobe campaigns) to fulfil the preferred channels
• Proficiency in utilizing Veeva resources; Engage (scheduling, launching meetings, group calls, sharing content), Event Management (recording events), survey function (conduct surveys), CfE function (engage with coaching) and FuE function (send emails)
• Capable of assisting customers to interact with Veeva Engage across common visual conferencing platforms
• Identify customers' preferred communication channels, directing appropriate resources (face to face calls, Veeva Engage, phone calls, OneMessage, follow-up emails, BI one website, webinars, Adobe campaigns) to fulfil the preferred channels
• Management/development of assigned Key Opinion Leaders (KOLs) and coordination with relevant Medical Societies / Institutions
• Develop / maintain effective relationships with target customers encouraging their assistance in perceiving/promoting BI products in a positive manner
4. Superior Customer Engagement Capability (Knowledge & Skills)
• Exceptional Knowledge depth (Disease, Clinical Trials, Product, Marketing strategy, Competitor intelligence and Environment) to communicate confidently and competently with customers
• Effective Customer Engagement Skill proficiency (Hybrid CEM, CSM, CEM Situational, ECiP, Engaging Customers with FuE, etc.). Supports and encourages dialogue of scientific / clinical knowledge, providing enhanced value to HCPs through facilitation of individual patient management and therapy decision making process
• Knowledgeable across the 7 CEM steps and 27 behaviours. Able to execute assigned Marketing strategies (e.g. messaging / product presentations, overcoming objections etc.) within the customers' preferred communication channel
• Digitally fluent / tech savvy, able to reliably utilise CRM / Veeva, undertake pre-Call set-up of digital platforms (e.g. Veeva Engage)
• Capable and confident in presenting to Groups of customers, both face to face / screen to screen
• Provide expert understanding of the Payor landscape to internal and external customers
5. Comply with local regulations, industry and the BI Code of Conduct
• Comply with all regulations regarding interactions with healthcare professionals (HCPs), following the BI Code of Conduct
• Take prompt and necessary actions on issues of compliance
• Be a role model in compliance with local regulations, industry and the BI Code of Conduct
Requirements:
Competencies required:
• Analytical & decision making ability
• Industry / Product knowledge
• Selling skills applied across a diverse range of channels
• Multi Channel Cycle Planning and execution
• Customer Relationship Management
• Self development / learning
• Communication skills
• Planning and organizing skills to collaborate with other customer facing personnel
• IT literacy
Experience:
• Direct selling experience in specialty healthcare is advantageous
Minimum Education / Degree Requirements: Bachelor’s degree with major in Pharmaceutical science.