Job Description Reporting to the Customer Excellence Director (SEA) and Country Lead Malaysia, the Customer Excellence Manager will be a key enabler of driving high performance of brand and in field teams to support the organizational growth.The role will specifically own, align and deliver on new commercial capabilities and enable the business to be more patient centric, externally focused and innovative.The successful candidate will have an ability to thrive in an environment of rapid change and work effectively with cross-functional teams.He/she will make highly efficient, relevant, action oriented and innovative tailor-made recommendations to the leadership team for continuously improving customers' experience and AbbVie's engagement. Major Responsibilities: Core Role: Guide, monitor and develop strategies aiming to improve business and planning/execution processes across all brands and functions.This will involve working closely with the business leaders and playing a true business partnering role to continuously improve the organization to be more patient centric and externally focused.Responsible for ensuring the effective delivery of the following: In field team (IFT) Excellence Enable effective execution of brand strategies in the field by focusing to improve salesforce efficiency.As a champion of Veeva CRM system, to collect data and perform analysis in order to generate valuable feedback on IFT performance and give professional advice to business leaders.Support IFTs to deliver valuable interactions with stakeholders that change their behaviours by strengthening the "Challenger" mind set and skills.Partner with Sales Managers to develop and lead processes to improve efficiency of in field cross functional activities including commercial, medical and market access.Educate the company on the concepts, processes, methodology and benefits of SFE and CRM data analysis with an aim to make an impact on: Resource allocation optimization Sales force strategy and structure Targeting strategy design and implementation Brand and Marketing Excellence Support brand team and IFT alignment and work closely with the commercial leads in improving efficiency of brand team and IFT communication and execution.Support commercial leads for new product launch planning by providing guidance in launch excellence process and tools.Business Strategy Own and drive the NNLRP (No Numbers Long Range Plan) and Brand Planning agenda across the business successfully and ensure action plans are in place to execute to success.Support the Brand teams via IQVIA market reports by providing insight to identify area of opportunities and facilitate action planning. Digital Strategy: Work with Brand team to ensure the strategic voice of the business and the end-user is reflected in multi-channel solutions and to ensure they add value to the organization and customers.Deliver seamless integrated strategies and initiatives supporting brand teams through a structured partnership.Training Strategy: Identify training gaps and needs by conducting surveys, interview and assessment internally.Collaborate with Human Resource and Commercial to design and develop training program to enhance the knowledge of in-field team.Other assigned tasks/projects from time to time. Qualifications Bachelor's degree required.At least 5 years of solid experience in sales management &/or sales learning & development/coaching roles.Product management experience is highly preferable.Experience in biopharma area and people management will be a strong advantage Proficient in verbal and written communication (English) Strong IT knowledge including CRM system, MS office such as Word, Excel and PowerPoint and database management.Other requirements: Excellent, demonstrated and proven prioritization, planning, project management and change management skills.High level of analytical skills including experience in development of dashboards, KPIs and measurements in CRM system. Experienced in working cross functionally in a matrix organisation.Ability to get work done through people, irrespective of reporting relationships.Must be able to influence upwards.Passionate about innovation and creativity in business processes.Must be able to challenge the status quo appropriately.High quality presentation and communication skills with the ability to articulate a story persuasively using written and oral communication skills.Proven ability to operate under ambiguous situations.Additional Information AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie's policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
