Senior Manager, Customer Excellence

For Current Gilead Employees and Contractors:
Please log onto your Internal Career Site to apply for this job.
At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
We empower our leaders to step up, share ideas, listen, learn, and lead. We’re welcoming bright, diverse, and imaginative minds; we’re nurturing them to foster an environment of inclusion and growth where innovation is encouraged. We expect our people leaders to model that environment, and to focus on creating inclusion, developing talent, and enabling teams.
Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. Join Gilead and help create possible, together.
Job Description
The vision of Commercial operations at Gilead is to drive operational excellence by delivering innovative capabilities that enable ANZ teams to achieve competitive advantage and unmatched customer experience. The Customer Excellence Business Partner plays a key enablement role for in field teams in the adoption and optimal use of our CRM including territory planning, segmentation and targeting, use of different engagement channels and content, quality of data and reporting tools and setting KPIs for effectiveness vs external benchmarks. This role reports to the Customer Experience and Operations Associate Director.
RESPONSIBILITIES:
Business partner to sales, marketing and medical in the optimisation and effectiveness of in field resources.
Product owner for ANZ G360 overseeing Veeva administration for all users including system setup, new configuration, integrated systems and platforms and associated data flows. Manage support resources to deliver on Veeva administration tasks.
Lead the embedding and utilisation of existing Veeva capabilities across the portfolio.
Collaborate with Global on new deployments in Veeva, including testing and training.
Partner with brand teams on territory planning, KAM, customer profiling, segmentation and targeting and the deployment of this in Veeva CRM.
Oversee data quality and compliance with business processes that ensure data integrity.
Partner with in field managers in the setting and regular review of field force effectiveness measures, bringing in meaningful insights, external benchmarking and overseeing actions.
Lead specific projects that have been identified to enhance field effectiveness
Continue to optimise the value of G360 and analytics tools for in field roles.
Look for ways to uplift employee experience when using systems.
Partner with omni-channel and learning and development team to enhance in field effectiveness in the use of different channels and content.
Oversee the management of our Veeva administration support resources, running weekly stand up meetings to monitor work flow, prioritisation and utilisation of resources and quality outputs.
Partner with 3rd party partners and Global IT to ensure our systems meet our business needs and we continue to enable capability.
Partner with field roles to discover pain points, opportunities for enhancements and create business user stories to present to global and local stakeholders.
Partner with Business Analytics and Insights team to ensure metrics are surfaced in Tableau, targets visible and utilised at brand performance reviews.
Minimum Education & Experience
Tertiary qualification (preferred finance, data and analytics, business).
Minimum of 2 years' work experience in Sales/Marketing and/or medical positions, including external customer facing field role.
Bringing stakeholder business partnering experience.
Minimum 2 years Salesforce effectiveness experience in healthcare or related industries (Sales/In Field Team Effectiveness including Segmentation and Targeting, Sales Incentive programs, Analytics and Territory Design, CRM optimisation).
Strong analytical skills, proficiency in Excel, PowerPoint, Power BI
Comprehensive understanding of CRM processes and tools, preferably Veeva.
.Customer service and continuous improvement delivery mindset
Strong Influencing, stakeholder management and business partnering experience with diverse matrix teams.
Excellent presentation skills with confidence presenting to both large and small groups.
Professional written communication skills with attention to detail
Very structured mindset and systematic process management capability.
Adding tableau to analytical skills.
For Current Gilead Employees and Contractors:
Please log onto your Internal Career Site to apply for this job.