Customer Facing Team Excellence Specialist

2 weeks ago

Huai Khwang, Bangkok, Thailand Adecco New Petchburi Ltd. (NP1) Full time

Customer Facing Team Excellence Specialist

Job Overview

Facilitates multi-channel Customer Engagement Excellence by ensuring full leverage of the Veeva system and Customer Segmentation and Targeting

Veeva CRM System Management and Multi-Channel Customer Engagement Implementation

  • a Veeva MCCP Management: Ensure accurate and timely uploads of multi-channel cycle plans in alignment with customer preferences.
  • b Cross-Functional Data Utilization: Provide essential data and metrics to support exceptional customer experiences across different channels.
  • c Data Synchronization: Maintain a consistent data flow across platforms for a comprehensive view of customer interactions.
  • d Veeva Optimization: Improve Veeva's database accuracy for operational efficiency and insightful data for brand teams.
  • e User Training: Offer comprehensive training for Veeva users to ensure proficiency in both current and emerging functionalities.
  • f Functionality Enhancement: Update Veeva functionalities to better cater to multi-channel customer engagement strategies.
  • g Support and Troubleshooting: Provide ongoing support and troubleshooting for Veeva data input processes.
  • h Usage Monitoring: Keep track of how stakeholders utilize Veeva functionalities to ensure they facilitate exceptional customer experiences.
  • i Field Force Optimization: Suggest adjustments to the Field Force structure to meet KPIs effectively.
  • j Email System Efficiency: Assist representatives with the Veeva email system to manage customer permissions and communications effectively.
  • k CLM Reporting: Implement and report on Closed Loop Marketing activities accurately, following ROPU Center guidance

General Sales Database Management

  • a Ensures that the Field Force targets, structure, and account crediting approved by Sales Management are accurately input into the respective sales processing system and database
  • b Manages the timely and precise input and processing of relevant information from all data sources (e.g., Distributor's sales, sales performance tracking, FF KPIs, market data, etc.) into the database. This also includes providing meaningful analytics and reports to stakeholders as needed
  • c Proactively identifies and communicates any database issues or changes to the relevant stakeholders, both at the Regional and Country level
  • d Undertakes the calculation of incentive payouts and provides the results to internal stakeholders for review and action

Special skills:


• CRM Management Skills (preferably with Veeva)


• Proficiency in Data Management (Advanced MS Excel Skills)


• Proven Project Management skills


• Expert Analytical skills


• Sales Force Effectiveness skills


• Customer Segmentation & Targeting experience

Experience:


• 3 Years above of Experience in Sales and/or Commercial Operations/ SFE/ CRM/CVM


• Project Management


• Solid understanding of Sales and Marketing

Minimum Education/Degree Requirements:

Bachelors degrees (major focus Business Administration and/or Pharmaceutics and/or Economics, Engineering, Sciences)

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