Customer Experience Manager

2 days ago

Riyadh, Saudi Arabia Boehringer Ingelheim Full time

Customer Experience Manager-222983

**Customer Experience Manager_Animal Health Business_Saudi Arabia**

**OUR COMPANY**

At Boehringer Ingelheim we develop breakthrough therapies that improve the lives of both humans and animals. Founded in 1885 and family-owned ever since, Boehringer Ingelheim takes a long-term perspective.

Now, we are powered by 52,000 employees globally who nurture a diverse, collaborative and inclusive culture. We believe that if we have talented and ambitious people who are passionate about innovation, there is no limit to what we can achieve.

**THE POSITION**

The Customer Experience(CX)Manager, ensures full and proper implementation of META CX strategies considering local(OPU)specificities. CX Manager establishes capabilities and ensures execution. CX Manager optimizes our commercial model based on expertize and regional team's expertize.
Hence, he/she;
- Contributes deep commercial expertize when tailoring the regional go-to-market model on topics such as Strategic Account Management(SAM), Selling Model(CXE/LPE), Customer Segmentation(ImmPact/Bitman),Customer Relationship Management(CRM), Sales Force Excellence(SFE)/optimization, Sales incentives management, distributor & point of sale optimization.
- Ensures consistency with the Global/META CX strategies/initiatives through their link to the CX Head META.

The CX Manager will lead a local team to establish and own 5 key components of CX:
1) Sales Force Effectiveness (SFE)
2) Strategic Account Management(SAM)
3) Customer Relationship Management (CRM)
4) Multi Channel Excellence
5) Data and Analytics

For the CX capabilities, CX Managers are accountable for end to end management of the local governance, process and operations within OPU. This includes responsibility for compliance, talent management, performance, stability, cost efficiency and delivery of all processes and services provided. The CX Manager will manage and develop the human capital in the team to provide excellence in performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth.
He/She will help create customer level plans, manage digital channel analytics, manage and execute campaigns, create and manage territories,B2B2C + B2B e commerce, profile / segment and target customers, coaching for excellence, learning training and knowledge sharing, manage bonus and incentive, data integration, capture and monitor payable orders, rebates and monitor pricing contracts, manage product and master data.

**Tasks & responsibilities**

Operational Excellence
- Sales Force Effectiveness : Lead segmentation, targeting, call planning, territory alignment & sizing,sales & activity performance management (incl. KPIs tracking and analysis, selling and coaching skills).
- Strategic Account Management: Lead identification and action plans of key accounts, milestones and performance against plan tracking, training and top account visibility. Coordinate and implement SAM Bridge process at local level.
- Customer Relationship Management: Lead Veeva and platform integration / change requests / feedback. In addition, showcase the benefit to customer facing roles of deeper customer insight by turning information into insights.
- Multi Channel Excellence: Lead integrated customer engagement channel integration: CLM, digital content creation and customer portals, provide guidance on building content based on unique customer preference and needs.
- Data and Analytics: Lead data governance and integration (including but not limited to Engage Analytics/Tableau)to allow transparency and automation of product and customer master data locally.
- Provides training on SAM, SFE, CRM and digital capabilities to leverage global content, local content and external agencies.

Strategic Project leadership
- Coordinates strategic business projects in the assigned territory in strong collaboration with involved stakeholders including business development initiatives.
- Interface with the appropriate support functions and stakeholders to track and report to ensure that the strategic implementation plan is aligned with expected timing, means, and results.
- Communicate the project’s progress to sponsor and key stakeholders.
- Build a close relationship with project sponsors and/or process owners in order to understand their issues, and to help them to deliver expected results; visit assigned markets to establish and build relationships with local teams.
- Create tracking methodology for Regional and local growth initiatives, monitor progress and provide timely updates as requested.
- Focus on new product launches, coordinating between Country Heads, Business Segment Heads and ABMs to achieve financial targets.

Strategic implementation
- Actively participate in Local as well as ROPU Leadership Team Meetings to track action items, decisions taken, responsible parties and follow-up with action item owners to ensure completion.
- To ensure that guideli

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