Head of Customer Engagement

The role

To manage a major key account for the business which will include: 

• Working with the sales managers at the account  to make sure that the team are fully supported.
• Managing the Project Manager for the account  who primarily has a pastoral role for the  team and who looks after all of the Uniphar administration relating to them. The PM also has a role in helping with data insights and CRM management and reporting.
• To work with the main stakeholders at the account  to help to manage anything Uniphar related.
• To work with our internal teams to help to manage any areas of the business relating to the account. This primarily includes customer engagement, digital strategy, data insights and CRM management.

For any additional accounts:

Working as part of an integrated division, the Head of Customer Engagement will be responsible for the creation and development of systems and processes to aid our client’s people and digital transformation strategy. This role will build and nurture commercial and engagement solutions, which will retain and develop our client’s and internal needs and ultimately cultivate and deepen our connections and relationships. 

The role will also establish developed technologies that drive our customer engagement transformation process within the client organisation. And translate client business objectives and brand strategies into an effective program that leverages both in-person and digital channels and technologies. 

The Purpose 

Everything we do is to support our overall business mission, which is driving an intelligent, insights-driven sales organisation that ultimately helps healthcare companies to optimise their brands. We partner and provide services that underpin insight, intelligence and technology. Fostering a 360 degree approach and always looking at ways to be innovative and effective to an evolving market. 

The Head of Customer Engagement’s role will deliver towards our company purpose by: 

• Translating clients’ business objectives and brand strategies into an effective program that leveraging in person, digital channels and technologies.
• The role will support the leadership and development of Uniphar systems and processes to deliverer Customer Engagement Solutions to current and new clients.

Responsibilities:

Programme Design & Third-Party Company Integration 

• Customer targeting and segmentation. 
• Defining the optimal mix of In-Person and Tailored-Remote engagement solutions.
• Establishing rules of engagement with partner providers.
• Establishing and managing Service Level Agreements.
• Customer Journey Mapping and definition.
• Identify all In-Person touchpoints
• Identify all follow up activities.
• Leading the integration with Data Insights and Ai-Engage team for systems build.
• Testing of the dashboards and Ai-Engage system. 

Programme Management & Governance

• Programme set up.
• Compliance & Data Processing lead
• Lead Data processing policy and define systems requirements.
• Client Engagement / Leadership
• Leadership of all third-party project leads. 
• Leadership of Engagement Specialist Team (current KAMs / PKAMs)
• Undergo any other reasonable task requested 

Experience Level 

Programme Orchestration

• Establishing and ensuring adherence to SOPs
• Developing and monitoring KPIs vs. SOP and agreed activities.
• Data and insight sharing
• Integration of channels
• Orchestration of customer experience / journey 
• Production of monthly insight reports and recommendations.

Overview

• Leading-edge knowledge of the current digital marketing tools.
• Experienced Pharmaceutical sales manager.
• Strong digital thinking to multidisciplinary teams developing integrated marketing and in person sales strategies.
• A deep understanding of changing HCP needs/requirements in engaging with Pharma in an increasingly digital world. 
• Able to match theory with real-world experience, and a pragmatic approach to getting things done.
• Ability to deliver results through others and lead complex groups to action.

Candidate Requirements:

• Experience working as a Pharmaceutical Sales Manager
• Understanding of how digital strategy is developed to engage with HCP’s
• Knowledge of the NHS / HCP stakeholder environment
• The presence and confidence to operate at up to board level within Client stakeholders.
• Leadership skills and stakeholder management to drive delivery across a matrix organisation.
• An entrepreneurial approach, with great people skills and calmness under pressure
• Exceptional communications, presentation and influencing skills.
• Personal qualities of enthusiasm, tenacity, charm, lots of energy and a good sense of humour
• Strong verbal communication skills for articulating ideas to colleagues and clients
• Excellent written communication skills for producing high quality content.
• Attention to detail and accuracy.
• The ability to work independently and flexibly.
• The capacity to prioritise and work across multiple projects.
• The ability to work as part of a team.
• Organisational skills with the ability to deliver a high volume of quality work.
• Creative skills for contributing new and innovative ideas.
• The ability to work well under pressure and meet deadlines.
• Networking and analytical skills
• Knowledge of existing and emerging CRM and digital tools
• Excellent IT skills.

Uniphar Background

Uniphar Group is a rapidly expanding diversified healthcare services business with a global footprint and a proud heritage in Ireland.  Since Uniphar became a publicly listed company in 2019, the Group has grown organically and through a series of strategic acquisitions, which continue to strengthen Uniphar’s international reach. With a workforce of more than 3,000 spread across Ireland, United Kingdom, Mainland Europe, MENA and the USA, Uniphar is a trusted global partner to pharma and medtech manufacturers, working to improve patient access to medicines and treatments around the world. 

Uniphar provides outsourced and specialised services to its clients, leveraging the strong relationships with 200+ of the world’s best known pharmaco-medical manufacturers across multiple geographies, enabled by our cutting-edge digital technology and our expert teams. Uniphar is organised into three key divisions: Uniphar Supply Chain & Retail, Uniphar Medtech and Uniphar Pharma

Uniphar Pharma

Pharma is a global division operating across US, Europe, APAC and MENA, bringing a range of pharma services to manufacturers across the product life cycle. We leverage this platform to provide unlicensed medicines, or medicines that are otherwise difficult to source. In addition, we commercialise launch and established brands to HCPs on behalf of pharmaceutical clients across the globe. The core to this division is providing equitable access to medicines globally.