Customer Engagement Specialist Leuven

For TAKEDA is IQVIA  looking for a Customer Engagement Specialist for region of LEUVEN

Role Objective

• Lead and develop local customer relationships to protect and grow Takeda’s business within compliance and legal requirements
• Promote and build positive customer experiences with the IMEP brands (Rx, OTX, OTC) in the respective territory, and to engage customers at GP and Retail Pharmacist level, and to achieve sales targets for promoted brands
• Within a cross-channel approach, act as the customer-facing person who drives tailored interactions with customers, initiate automated HCP campaigns through their CRM system and use the results of other cross-channel actions initiated by the marketing team   
• Generate and process customer insights that inform strategic and tactical decisions

Accountabilities

Therapy Area & Product Liaison

• Delivers agreed strategy and all necessary tactics within the target group in order to drive Takeda performance and manages the dialogue (across a variety of channels and interaction formats) with customers around our focus products. This includes delivering product and therapeutic knowledge and services, engaging HCP’s not only in face-to-face but also via other channels and drives selling-in and selling-out actions at retail pharmacy level
• Runs high-level scientific meetings and other activities with customers to convey product importance
• Operates in a manner that is always in line with compliance and legal requirements and according to the marketing and sales strategies

Analysis and identification of customer needs

• Works in a proactive manner and with a customer-centric mindset, defined as listening to customers and finding solutions to their needs, also ensuring that in activities and outcomes the patient comes first
• Recognizes needs, potential and opportunities at the individual customer level
• Analyzes and reports interactions and response to information/services provided in order to inform an individualized cross-channel plan per customer
• Identifies and proactively reports actionable insights that can help improve Takeda’s business
• Covers retail pharmacies to optimize business and drives selling-in and selling-out actions
• Builds and/or implements regional action plans to build, manages and improves trustful relationships with customers, whilst maximizing Takeda performance
• In coordination with marketing, shapes and identifies key marketing strategies that reflect customer needs and implement activities to support this strategy

Commercial Excellence

• Translates input given within ladder of adoption to plan customer interactions: establishes current status quo, considers what is needed to move the customer along to the next step or prevent from moving backwards
• Prioritizes and manages customers within assigned territory, achieves the daily amount of visits per day, ensures excellence in execution in all requested field actions, including covering and call frequency by segment of customers 
• Suggests and makes changes as needed from new business opportunities and changes in the market place to achieve financial objectives
• Analyzes territory sales and competitors together with customer behavior for best In-Field Promotion (IFP) planning
• Performs local sales analyses and gains patient flow insights
• Champions IFP approach and shares best practices among the team
• Reports on progress and deviations to n+1
• Conducts daily reporting and analyzes and follows-up of activities in CRM system

Communication & Cross-Functional Collaboration

• Develops and maintains strong, effective and constructive relationships with targeted HCP’s in his territory
• Proactively engages in collaboration with CES colleagues as well as with his/her manager to ensure alignment in objectives and coordination of activities
• Identifies and raises relevant issues and proposes potential solutions through the appropriate internal and external channels
• Shares best practices, ideas and insights freely within the team
• Conducts market surveillance and communicates in-field intelligence on customer insights, external stakeholder activities and trends to key internal stakeholders on a regular basis

Global core competencies (behavior competencies)

These competencies define the role and expected behavior of each person within Takeda. For more information we refer to the resource guide of the ‘Takeda Global Core Competency Model’.

Capabilities:

            Technical Expertise:

• Master (scientific orientation is an asset) or equivalent combination by education and experience
• Understanding of the dynamics of the Primary Care environment and the cross-channel strategy
• Experience in sales representative role (Rx/OTC) is an asset, as direct selling experience
• Knowledge of the assigned brands, diseases and markets
• Agile in using social media and new digital technologies (as well as willing/ready to learn new ones)
• Practical use of CRM system and other dedicated (application) software
• Drivers Licence B
• Fluent (written and spoken) in Dutch and/or French (depending on the region), capacity to understand the written and oral 2nd language as well as English

Other key capabilities

• Selling skills: capacity to influence, to engage customer, to sell products and to build business relationship
• Analytical thinking
• Planning and organizational skills
• Communication skills (listening, presentation skills, …)
• Customer centricity: develops solutions to customer needs
• Commitment/Personal Drive