Customer Engagement Lead

**Customer Engagement Lead**

**18 Month Contract**

**Baar, Switzerland**

At AstraZeneca, we’re not afraid to do things differently. We’re resetting expectations of what a bio-pharmaceutical company can be. This means we’re opening up new ways to work, pioneering cutting edge methods and bringing unexpected teams together.

Here, we see the impact of our collective ideas and expertise, and the power of science to deliver them. Making the impossible a reality can mean taking a chance on an idea and investing in our exceptional capacity for innovation and discovery. We champion trying new things, and we nurture a test and learn culture that means we are always progressing close to our goals.

**This is your opportunity**

**We are looking for a Customer Engagement Lead for BBU (80%-100%)**

The Customer Engagement Lead is a key partner for the BioPharmaceutical Business Unit (BBU) to improve customer experience in all channels including both GP sales representatives and Key Account Managers interactions.

To achieve this, the Customer Engagement Lead is responsible for meaningful call planning including segmentation & targeting and definition of the right KPIs that positively drives touch points in all channels incl. digital and motivates the sales teams. The Customer Engagement Lead consolidates the Sales Force Execution data and uses it to enhance effectiveness of the sales team and to drive customer satisfaction. Availability of relevant dashboards showing execution towards plan and timely follow-ups with the relevant stakeholders are ensured. In addition, sales incentive programs are reviewed across teams and KPIs recommended to drive desired behaviour and outcomes, in accordance with compliance and global standards.

The Customer Engagement Lead proactively shapes the future of customer experience to ensure long-term access to most important customers at the needed frequency as well as an optimal level of engagements with the entire customer universe.

Therefore, the Customer Engagement Lead performs active external scanning in the digital field to bring in new inspiration to develop the business model and innovative solutions are identified and piloted to increase the quality of customer interactions. Moreover, the Customer Engagement Lead articulates the vision of the future sales representative and its corresponding capabilities, in alignment with global strategy. The Customer Engagement Lead works closely with the Development Lead and Sales Managers to engage and educate the sales force to enthusiastically embrace the ever-changing environment, be confident in using and leveraging digital and analytical tools and become strong communicators across all channels.

Furthermore, the Customer Engagement Lead ensures excellent execution of omnichannel campaigns through hands-on education, in-field coaching of sales personnel and representation of the field and customer perspective during the creation of a campaign. Customer insights are timely analysed to answer actionable strategic business questions, as identified and discussed by the brand team, and serve as input to tailor and improve the ongoing campaign. The Customer Engagement Lead ensures consolidated timely insights from the field to the office, and transfers insights and knowledge from the brand team back to sales. He or she represents the customers voice and acts as a bridge between office
- and field-based colleagues. By doing so, more value is brought to the customers based on their needs, the quality of customer interactions is increased through seamless sequential touch points. The Customer Engagement Lead is an important member of the BBU brand teams and a sparring partner of the BBU sales managers.

**These are the key responsibilities of the Customer Engagement Lead**:
**The Customer Engagement Lead is responsible to**:

- define a meaningful call planning composition incl. segmentation & targeting with the right set of KPIs to improve and capture interactions in all channels and by that increase sales force effectiveness vs plan
- consolidate the sales force execution data and ensure visibility of data to relevant stakeholders, as well as timely follow-ups with relevant stakeholders
- Review sales incentives across teams and recommend KPIs to drive desired behaviours and outcomes
- develop recommendations of how to ensure long-term access to most important customers through value-adding qualitative customer interactions
- outline the vision of the future sales representative and its corresponding capabilities, in alignment with global strategy. Assess status quo, build a plan how to get needed sales capabilities and delivers training in collaboration with the Development Lead & Sales Managers. Educates sales force to enthusiastically embrace the ever-changing environment and confidently use new technologies and tools
- ensure excellent execution of omnichannel campaigns in the field, and represents the field and customer voice d