Customer Facing Experience Analyst

Customer Facing Experience Analyst

Purpose
Ensure customer facing productivity and effectiveness are optimised to meet business objectives through analysis of the customer facing team activities that includes market, competitor and customer perspectives. Collaborate with CFE Managers to deliver valuable insights and recommend business improvements to enhance customer facing (sales team, medical, regional market access etc) strategy. Seek input from the cross functional team leaders to incorporate qualitative perspectives and provide rounded insights on customer facing strategy and performance.

Accountabilites
Customer facing execution and monitoring:
Create and deliver analysis and business insight to enhance salesforce productivity and effectiveness.
Create and deliver analysis and business insight to enhance impact of other customer facing roles e.g. MSL, in-field market access, partnership managers
Provide support in decision-making processes related to Customer Facing Team (CFT) activity
Provide analysis to support the process of customer segmentation, resource optimisation and allocation in order to create potential solutions aiming to increase CFT effectiveness
Collaborate with the Data Insights & Analytics team in the creation of reports and dashboards to support timely monitoring of CFT activities and performance including key account management metrics             
Provide data analysis on sales performance for Regional Business Review meetings, Account Planning, Annual Conference, Annual Discussion, Country Visits and Audits.                                                                                                                                     
Monitor the regional and area level AV (promotional) spend.                                                                       
Provide CFT related data to support the monthly monitoring committee.                
Create ad-hoc reports on business metrics and implementation as needed.                          
Provide support in keeping abreast of customer needs and competitor analysis.      

Processes:                                                                                                                                     
Support the management of sales processes by analysing current practices and recommending improvements to the overall sales strategy.
Reviews internal processes for tracking and reporting on our field force resource.
Collaborate with the CFE manager to design HCP brand target lists including the roll out to the field force.                                                                       
Responsible for the delivery and measurement of CFT platform processes eg) account planning
Pro-active communication with internal stakeholders                                                        
                                                                                                                      
Liaises with key stakeholders to ensure awareness and application of data analysis including discussion of recommendations.                                                                               
Ensure CFT leaders are kept abreast of all operational requirements.                         
Proactively contributes within CFE team and wider Customer Experience team.   

About you

Full adherence to industry and company procedures e.g. ABPI (UK) / IPHA (Ireland), SOP’s and business rules
Responsible for upholding the professional image of Boehringer Ingelheim at all times
Conduct should be professional and appropriate at all times

Experience of working alongside field teams
Ability to communicate with stakeholders at all levels of the organisation.
Advanced data and analysis skills
Attention to detail
Knowledge of compliance and regulatory environments
Ability to understand internal reports, monitor and interrogate trends.
Support the wider CFE colleagues and sales function.