Manager, Customer Facing Solutions & Insights

Boehringer Ingelheim GmbH; Hong Kong; Presencial; HKD 600.000 - 800.000; Jornada completa

Descripción de la vacante

Boehringer Ingelheim GmbH in Hong Kong seeks a Manager, Customer Facing Solutions & Insights to own CRM governance, analytics, and enablement for Customer Facing Teams. The role blends strategy, execution, and hands-on insights, driving local CXE initiatives and field performance.

You will partner with Sales Leadership to localize global CXE capabilities, develop data-driven recommendations, and ensure high adoption of CRM and MCCP tools in a fast-paced healthcare environment.

Formación

• 5+ years of experience in Commercial Excellence / Sales Operations in healthcare.
• Hands-on experience mapping and interpreting sales/execution data.
• Proficient in English, Cantonese and Mandarin.

Responsabilidades

• Govern CRM capability and global-standard implementation with local adaptation.
• Define and govern CRM-enabled CXE processes and engagement models.
• Deliver harmonized KPI dashboards and insights using Veeva and internal data.
• Support local deployment of global CXE learning, coaching and training capabilities.
• Drive stakeholder collaboration and localize global/local CXE initiatives.

Conocimientos

Sales analytics

CRM data interpretation

Cross-functional collaboration

English

Cantonese

Mandarin

Herramientas

Veeva CRM

Power BI

Descripción del empleo

Manager, Customer Facing Solutions & Insights

This Position

The Manager, Customer Facing Solutions & Insights (CXE) is responsible for owning and driving the quality, effectiveness, implementation, and continuous improvement of customer facing CXE solutions. By developing and localizing global Customer Facing Solutions & Capabilities, the role ensures strategies are consistently applied and deliver impact in line with local priorities and competitive dynamics. Positioned closest to sales execution, the role combines execution process ownership with hands-on insights, ensuring CXE strategies are practical, data-driven, and grounded in field realities. Acting as a strategic business partner to Customer Facing Teams (CFTs), the role translates execution signals into clear recommendations that improve customer engagement outcomes and Sales Force Effectiveness. Furthermore, the role supports the enablement of CFT Sales Learning and Coaching capabilities to strengthen field performance.

Responsibilities:

• CTEP & CRM Capability Governance
  • Global Standard Implementation: Secure the implementation of Customer Targeting & Engagement Planning (CTEP) and CRM capabilities (process, platforms, people, data, and standards) according to global standards while adapting for local CXE conditions
  • Process Ownership: Define and govern CRM-enabled CXE processes, including segmentation, targeting, MCCP, and customer engagement models & standards.
  • Process Excellence: Establish the "What & Why" by defining business logic, rules, and execution standards to ensure consistency across all brands and teams
  • System Strategy & Roadmap: Lead the development of the CRM roadmap in alignment with global and local stakeholders to ensure high adoption and system stability
• Sales Force Effectiveness (SFE) & Strategy
  • Execution Frameworks: Identify and implement SFE strategies, including capacity planning, territory set-up guidance, and field force sizing to optimize resources
  • Resource Optimization: Plan and deploy customer segmentation and targeting models, allocating sales force efforts and helping teams build robust Multichannel Cycle Plans (MCCP)
  • Continuous Improvement: Partner with Sales leaders to embed CRM outputs into coaching and performance conversations, ensuring execution discipline
• Hands-on Execution Insights & Analytics
  • Data-Driven Decisions: Deliver harmonized KPI dashboards & reporting through Veeva & internal data to enable cross functional team to make accurate, insight-based decisions
  • Performance Monitoring: Conduct hands-on analytics on segmentation quality, call quality, and MCCP attainment to identify execution gaps
  • Actionable Intelligence: Convert market intelligence and execution data into concrete insights and improvement actions
• CFT Sales Learning, Training & Coaching Enablement
  • Local Integration: Support the local deployment and effective application of global CFT Sales Learning, Training & Coaching capabilities in Hong Kong, in alignment with CXE standards
  • Strategic Partnership: Partner with Sales Leadership and HR to embed global learning frameworks (e.g., Global Functional Skills Framework) into local execution expectations
  • Capability Application: Enable the application of global programs such as Plan XP (business planning), Coach XP (coaching effectiveness), and the Hybrid Customer Engagement Model
  • Measurable Impact: Translate training outcomes into measurable execution improvements in MCCP quality, segmentation application, and field engagement
• Stakeholder Change Management & Training
  • Capability Building: Drive training excellence across cross-functional teams to ensure efficient system utilization and process adoption
  • Business Partnership: Interact closely with internal functions to solve business problems and collect requirements to maximize investment effects
  • Global Collaboration: Act as the Subject Matter Expert for Hong Kong, collaborating with global teams to localize projects and initiatives
• Strategic CXE Support & Agile Execution
  • Cross-Functional Localization: Support the broader CXE team in the localization and implementation of global & local initiatives, including those outside the immediate scope of customer-facing solutions
  • Agile Problem Solving: Act with a "One Team" spirit to address urgent CXE business requirements as they arise, ensuring end-to-end project completion in a lean team environment
  • Solution-Led Collaboration: Work comfortably across a matrix environment, bridging gaps between Cross functional teams and CXE to ensure the robustness of all CXE systems and strategies

Requirements:

• Experience: At least 5 years experience in Commercial Excellence / Sales Operations within the healthcare industry
• Technical Skills: Hands-on experience mapping & interpreting sales/execution data; Veeva CRM & Power BI experience is preferred
• Mindset: Strong execution oriented analytical mindset & a strategic process owner who is equally comfortable as a hands-on contributor; Comfortable working in matrix, solution led environments
• Communication: Strong stakeholder management skills; proficiency in English, Cantonese & Mandarin is required

Position Area
HP Commercial

Position Location
Hong Kong