Customer Experience Specialist

Chemistree Solutions; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading pharmaceutical company in the UK is seeking a Customer Experience Specialist to target key customers in Cardiovascular and Lipid Management. This role involves building relationships with healthcare professionals, utilizing data insights for personalized engagement, and collaborating with various teams to optimize customer experiences. The ideal candidate will have a strong sales background in healthcare, be ABPI qualified, and possess a valid UK driving license. Competitive package offered, including bonuses and allowances.

Benefits

Negotiable basic salary

Car allowance

Pension scheme

Private health

Bonus

Qualifications

• Proven track record of sales experience in pharmaceutical/healthcare sales.
• Proficient in identifying customer influence maps.
• Understanding of local decision processes and networks.

Responsibilities

• Engage with customers using an omnichannel approach.
• Build and maintain value-oriented relationships with healthcare professionals.
• Feed data back to Analytics team via CRM.

Skills

Sales experience

Collaboration skills

Data analysis

Business planning

Knowledge of NHS policies

Education

ABPI qualified

Full UK driving licence

Tools

Microsoft Office

CRM systems

Job description

Role Description

New opportunity - Customer Experience Specialist - Cardiovascular - Lipid Management - Hampshire

Therapy Area: Cardiovascular & Lipid Management

Package: Negotiable basic salary, car allowance, pension scheme, private health, bonus

Territory: Hampshire

Role type: Sales Representative; Medical Representative; Territory Sales Representative, Pharmaceutical Sales Representative

This is an excellent opportunity to work as a Customer Experience Specialist, in this role you will target key customers in Cardiovascular and Lipid Management to promote and sell a portfolio of products. This is 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.

Key responsibilities include:

• 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 HCP's 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 Company standard operating procedures with high levels of compliance and integrity.

The client is a leading pharmaceutical company whose cardiology division supports their objective to provide best-in-class treatments in lipids, anticoagulation, hypertension, and related fields. A leading pharmaceutical manufacturer in cardiometabolic (as well as Oncology therapies), cardiovascular and metabolic diseases are strategic research pillars for this leading provider.

Qualifications

• ABPI qualified

• Full UK driving licence

Experience Required

• Proven track record of sales experience in pharmaceutical/healthcare sales

• Primary care contacts and access is essential

• Experience in Cardiovascular / lipid management and/or anticoagulation (desirable)

• Demonstrates well developed business and commercial acumen including business planning and account management skills

• Distinct knowledge of local network, their decision-processes/ structures

• Advanced ability to identify and map customers and their respective influence maps within local ICS and territory

• Experience using data insights to decide next actions to enhance customer experience

• Ability to deliver scientific content

• Strong collaboration skills and proven team player

• Competent in Microsoft Office, data analysis and IT skills, including mobile devices

• Sound understanding of UK pharmaceutical industry and demonstrates a comprehensive understanding of NHS policies, structures, funding streams, disease management/patient pathways and processes relevant to promoted products

• Proven selling & influencing skills

• Experience in managing a promotional budget

To Apply
If you are suitable for this position, please send a copy of your CV. Alternatively call the recruitment team at Chemistree Solutions Ltd. Chemistree is a pharmaceutical and healthcare recruitment specialist.