Customer Engagement Manager- UK - North East

Job content

Vifor Pharma a world leading Nephrology, Iron Deficiency and Cardio-Renal pharmaceutical company are experiencing rapid growth due to pipeline realization and optimization. As such a vacancy has arisen in the UK for a Customer Engagement Manager within the high performing North East Sales team to focus on key customers for Vifor Pharma in various NHS trusts.

The role holder will drive customer led value based discussions and outcomes, by using their combined knowledge of disease areas and the NHS complexity; drive change in patient’s journeys through engagement with wide spectrum of NHS stakeholders to affect system level changes. eg. diagnostic procedures, therapeutic decisions, speed to right treatment etc. The CEM role has responsibility for collaborating with their key stakeholders in a customer centric way, in order to optimise patient outcomes, coordinating all interactions in customer centric approach way.

Main Accountabilities

• Achieve commercial goals
• Define and quantify local and regional unmet need, aligned to optimally managing CKD and Heart failure.
• Clear account and stakeholder planning to ensure robust prioritized focus
• Identify and work with stakeholders to ensure Vifor portfolio is appropriately positioned for access, at a local level.
• Conduct all activities in alignment with Vifor Pharma´s code of conduct and the strictest ethical, compliance and legal standards
• Ensures relevant and important stakeholders have accurate information which can be reflected in guidelines
• Contributes to the improvement of patient journeys within an account eco system
• Design and implement value-adding digital projects
• Acts as the voice of the customer to the cross functional team to create value-adding materials and services
• Partners with the HCP, ORDMS and internal access team to provide the evidence required to optimise the patient journey
• Drives consent and Opt ins to maximize opportunity for digital communications
• Builds and constantly develops in depth knowledge and expertise in key therapeutic areas
• Shares experience with other regions and management team
• Key point of contact for all stakeholders / centres of expertise (CoEs) within the region and is accountable for the success of the product in the assigned accounts

Key Measures of Success

• Commercial performance
• Resource deployment strategy leads to positive change in customer journey and a seamless customer experience
• High quality account plans, that demonstrate well developed and reasoned planning, clear milestones to delivery of system change to ensure Vifor is trusted partner in delivering healthcare
• Evidence delivery of key objectives as per account planning process
• Ensure delivery of healthcare in areas of greatest unmet need, targeted activity and deployment of resources in areas of need
• Achieve or exceed all other targets related to performance
• Customer satisfaction based on patient impact
• Cross functional collaboration to achieve results
• Development and execution of omni channel activities according to plan
• Contributes to the successful launch of new products
• The goal is to provide an exceptional and seamless customer centric experience, providing information on Vifor’s products, services and relevant disease areas to improve the patient journey within an account

Minimum Requirements

• Minimum 5 years of experience in the pharmaceutical industry
• Strong scientific/medical knowledge at Bachelor’s degree or equivalent
• Has worked in a role with a substantial Medical and/or Market Access component
• Ability to engage, connect and build partnerships with customer remotely.
• Business/Commercial orientation/acumen
• Strong customer focus: demonstrated ability of creating win-win partnerships
• Project Management where tangible success has been achieved
• Enjoys the blend of homeworking & being in the heart of a Clinical setting
• Mastery in influence mapping and using customer influence to gain credibility for projects
• Proven competency in securing funding and healthcare process understanding locally for hospital and retail administered products
• Strong analytical as well as organizational ability, professional presence, self-confidence, self-driven, and a positive attitude
• Excellent communication skills in English

Preferred Requirements

• Worked in a role where they have assessed and made trade-offs between accounts
• Experience with optimising products and services to benefit the appropriate patients