The Customer Engagement Manager will be part of the CSL Vifor Commercial team, responsible for the South Thames Region. This role is Field based. As the CEM you will drive customer led value-based and clinical based discussions and outcomes, by using your combined knowledge of product and disease TA and the local healthcare service complexity. You will be responsible for driving change in patient’s journeys through engagement with a wide spectrum of local healthcare stakeholders to affect system level changes, e.g., diagnostic procedures, therapeutic decisions, speed to right treatment etc. As the CEM you will have responsibility for collaborating with key stakeholders in a customer centric way, to optimise patient outcomes, coordinating all interactions in a customer centric approach
Responsibilities include: -
Achieving patient-driven goals:
- Act as an ambassador for CSL Vifor Pharma’s commitment to innovation,
- Identify pain points and barriers to and within, the Patient Journey and work with the customer to address and overcome them, ensuring best possible outcomes for patients and families
- Identify where the customer experience can be improved and make the improvements
- Assist appropriate stakeholders with identifying suitable patients, improving the lives of patient with severe, chronic and/or rare diseases, specifically within the renal domain
- Build and maintain important relationships with key decision makers involved in care delivery and can educate and promote on Vifor Pharma services (as relevant to the market)
Business planning:
- Create well researched/reasoned plans to align with customer needs and create access to treatment in areas of unmet need, develop milestones and clear objectives for the plan
- Use all data sources to fully understand the NHS networks and hierarchy and develop plans to lead systemic change to aid healthcare in that area.
- Fully utilise and co-ordinate all resources to help customers develop along customer journeys
- Map and build relationships with HCP experts outside the hospital environment
- Drive patient identification and market development, by building and executing against account specific plans. Continuously assess sales opportunities within accounts to maintain/grow the business.
Leveraging and coordinating resources:
- Collaborate with medical teams to gain expert support for projects
- Optimize strong customer relationships to influence and gain support from the wider customer group
- Strategically network within the cross-functional team to segment and prioritize Centre's of Excellence, e.g., developing work processes & communication streams, to ensure patients have product access
Skills Experience and Competencies:
- Minimum 5 years of experience in the pharmaceutical industry ideally in Medical Sales, Renal, Cardiology, oncology areas preferable
- Strong scientific/medical knowledge at bachelor’s degree or equivalent
- Experience within role with a substantial Medical and/or Market Access component
- Excellent ability to engage, connect and build partnerships with customers remotely.
- High 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
- Experience influencing plan 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-driven, and a positive attitude
- Excellent communication skills
- A role where solid understanding of local healthcare market has driven success
- Demonstrated innovative service ideas to improve patient outcomes
About CSL Vifor
CSL Vifor aims to become the global leader in iron deficiency and nephrology.
The company is a partner of choice for pharmaceuticals and innovative patient-focused solutions across iron, dialysis, nephrology and rare conditions. CSL Vifor strives to help patients around the world with severe, chronic and rare diseases lead better, healthier lives. It specializes in strategic global partnering, in-licensing and developing, manufacturing and marketing pharmaceutical products for precision patient care.
For more information, please visit viforpharma.com
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