Manager, Customer Facing Solutions & Insights

Leadingnation; Hong Kong; On-site; HKD 900,000 - 1,100,000; Full time

Job summary

Boehringer Ingelheim (HK) Ltd. in Hong Kong is seeking a Manager, Customer Facing Solutions & Insights (CXE) to own the quality and impact of customer facing CXE solutions.

You will localize global capabilities and ensure strategies are practical, data‑driven, and aligned with local priorities to boost sales force effectiveness. Reporting to Sales and CXE leaders, you will drive CRM governance, KPI analytics, and learning enablement across CFTs, combining hands‑on execution with strategic

Qualifications

• At least 5 years experience in Commercial Excellence / Sales Operations in healthcare.
• Hands-on mapping and interpretation of sales data; Veeva CRM & Power BI preferred.
• Strong execution oriented analytical mindset and strategic process ownership.
• Proficient in English, Cantonese and Mandarin.

Responsibilities

• Govern CRM capability implementations globally with local adaptations.
• Define and govern CRM-enabled CXE processes and engagement models.
• Lead CRM roadmap development with global and local stakeholders.
• Identify and implement SFE strategies and field force sizing.
• Deliver harmonized KPI dashboards and analytics using Veeva and internal data.
• Support CFT Sales Learning, Training & Coaching in Hong Kong.

Skills

Sales data analysis

Education

5+ years experience in Commercial Excellence / Sales Operations within the healthcare industry

Tools

Veeva CRM

Power BI

Job description

This Position

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

Organization

Boehringer Ingelheim (HK) Ltd.

Schedule

Full time

Company Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com