The Position
Medical Representative
- Orchestrating for Exceptional Customer Experience - focused on implementing in-clinic and virtual execution of the Customer Engagement Model. Implement Multi Channel Cycle Plans to target Customers, meet / exceed promotion targets for assigned product(s) within the allocated territory and achieve related quantitative / qualitative field force KPIs
- Adhering to Compliance, Code of Conduct and Policies - responsible for ensuring all company and industry compliance requirements (e.g. Pharmacovigilance) are understood, adhered to and established local compliance processes are followed
Duties & Responsibilities
1. Promotion Achievement in the assigned territory:
- Territory promotion accountability (e.g. market performance value, units, market share%, etc.).
- Ensure formulary listing and availability of BI products as required.
- Create demand / generate prescriptions for promoted BI products by utilizing the available resources / tools / channels and trained behaviours.
- Identify opportunities to grow/expand relevant customer universe for BI promoted brands.
2. Plan, co-create and execute Multi Channel Cycle Plans (MCCPs) with excellence:
- Maintain an accurate & complete customer (email address and other contact information) data base in Veeva.
- Develop, validate and execute MCCPs for the allocated territory to maximize BI business and ensure achievement of promotion targets / objectives with particular focus on message execution (reach, frequency, call duration).
- Comprehend, integrate and execute ICPs into MCCPs.
- Plan logistics to ensure execution of MCCPs and that high value customers (Gain, Build, Defend) are seen with the required Reach and Frequency, F2F and S2S.
- Locally mandated reports (e.g. competitor surveillance) are completed accurately, in full and submitted on time.
3. Orchestrate Exceptional Customer Experience:
- Communicate with relevant BI customer facing roles (Marketing, MSLs, etc.) and work interdependently to ensure customer experience is personalised and relevant to them.
- Proficiency in utilizing Veeva resources; Engage (scheduling, launching meetings, group calls, sharing content), Event Management (recording events), survey function (conduct surveys), CfE function (engage with coaching) and OneMessage, FuE function (send emails).
- Capable of assisting customers to interact with Veeva Engage across common visual conferencing platforms.
- Identify customers' preferred communication channels, directing appropriate resources (face to face calls, Veeva Engage, phone calls, follow-up emails, BI one website, webinars, OneMessage, Adobe campaigns) to fulfil the Customers' needs.
- Management/development of assigned Key Opinion Leaders (KOLs) and coordination with relevant Medical Societies/ Institutions.
4. Superior Customer Engagement Capability (Knowledge & Skills):
- Effective Knowledge depth (Disease, Clinical Trials, Product, Marketing strategy, Competitor intelligence and Environment) to communicate confidently and competently with customers.
- Effective Customer Engagement Skill proficiency (Hybrid CEM, CSM, CEM Situational, ECiP, Engaging Customers with FuE etc.).
- Knowledgeable across the 7 Hybrid CEM steps and 27 behaviours. Able to execute assigned Marketing strategies (e.g. messaging/ product presentations, overcoming objections etc.) within the customers' preferred communication channel.
- Digitally fluent/ tech savvy, able to reliably utilise CRM/ Veeva, undertake pre-Call set-up of digital platforms (e.g. Veeva Engage).
- Capable and confident in presenting to Groups of customers, both face to face/screen to screen.
5. Comply with local regulations, industry and the BI Code of Conduct:
- Comply with all regulations regarding interactions with healthcare professionals (HCPs), following the BI Code of Conduct.
- Take prompt and necessary actions on issues of compliance and Pharmacovigilance.
- Be a role model in compliance with local regulations, industry and the BI Code of Conduct.
6. Regular Reporting:
- Locally mandated reports (e.g. competitor surveillance) are completed accurately, in full and submitted on time.
Requirements
Competencies required:
- Industry / Product knowledge
- Promoting skills applied across a diverse range of channels
- Multi-Channel Cycle Planning and Execution
- Customer Relationship Management
- Self-development / learning
- Communication skills
- Planning and organizing skills to collaborate with other customer facing personnel
- IT literacy
Experience:
- Direct promoting experience in healthcare industry is advantageous.
READY TO CONTACT US?
Please contact our Recruiting Team: phuong.vo@boehringer-ingelheim.com