Customer Experience Specialist

Customer Experience Specialist

date posted 03/24/2024 contract type Full time job id R2730728 location Jeddah, Saudi Arabia Job Title: Customer Experience Specialist
Location: Jeddah Full time - Permanent role

About the job

Best in class customer Satisfaction , drive Sales Performance in each Area/POD, assure Compliance , management and resources allocation, find innovative ways to grow customer satisfaction.

KEY RESULTS / ACCOUNTABILITIES:

Manage great customer experience. Ensure the understanding and execution of the relevant Customer Journey & Experience strategy and tactics of the GBU within the Area/ POD Support of key customers in the specialist /GP with the aim of increasing the prescription of Portfolio, to improve patient life's and needs, implementation and regular monitoring of the individual customer journey by leveraging the cross functional team work with customer support , COE´s ; HQ
Main point of contact for product information, brand detailing & messaging through multiple channels / follow up comm with HCPs / conduct physical & virtual RTMs Dynamic customer profiling & segmentation, digital habits, preferences and prioritize interactions, coordinate with CSLs to develop impactful customer engagement plan for key prescribers. Identify customers and manage sales promotion of assigned products to the target doctors to achieve monthly, quarterly and annual targets in line with company strategy Hybrid Rep & OC campaign orchestrator with full empowerment to apply TURING OCCP improving customer engagement Develop weekly and monthly visit plans in consultation with the line manager and in compliance with Sanofi internal sales systems and procedures Maintain and update product and competition knowledge in order to create a good professional image and build good relationships with trade personnel Identifying and establishing new business. Details to achieve the success+ Update all the required information on doctor cards and list
Communicate regularly with key opinion leaders, get market feedback and report any relevant information to commercial lead in line with company procedures and best practice. Support the commercial lead with the knowledge transfer to the new hires in order to familiarize them with product knowledge, medical information, territory coverage and reporting system. Implement territory coverage plan (No. of total calls, remote penetration & plan adherence)
Superpower: One CXM as digital, scientist, navigator, WoW & Social Specialist per Area/Squad

Behavioral skills

Influencing skills: able to influence, impact and guide peers within the POD without having direct reporting lines Communication skills: able to articulate and explain the strategy in a simple and clear way to the POD
Digital & Analytical skills: able to analyze data, feedback into insights for the POD and Community

Mindset & attitude

Role model for the agile way of working and seek for «play to win behavior Team player: Collaborative thinking in the PODs while keeping the POD dynamics in mind, seeks for POD success rather than individual success Growth mindset & learning agility: Open to develop him/herself (receive & give feedback)

About you

Experience:

Commercial Experience preferred. MBA or Post Graduate Studies Preferred
Education: BSc in Pharmacy
Languages: Strong communication and presentation skills in English and Arabic
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Sales & Marketing, Jeddah, Mecca Region, Saudi Arabia * Pharmaceutical Sales, Jeddah, Mecca Region, Saudi Arabia