Key Account Specialist (Customer Experience Specialist) Hampshire

UK Grade: 6 

Hours: Full time, field-based role with responsibilty for a geographically defined area 

Purpose:  

A promotional key account management role to orchestrate customer experience and act as the primary point of contact for a set of Healthcare Professionals (HCPs) across primary and secondary care. 

Delivers personalised customer experience based on data insight through customer journeys that are integrated across multiple channels as well as functions.

Roles and Responsibilities:

• Uses an omnichannel approach, to engage with customers assigned to them as the primary point of contact through different (omni) channels, including in-person and remote interactions.
• Coordinates appropriate touchpoints with the customer assigned to them as primary point of contact. Utilising agile marketing campaigns, via symposia, face to face visits, virtual calls, or meetings. Tailors messages, utilising data insights, networks and relationships to provide a personalized experience
• Collaborates effectively with different functions (medical, market access, analytics etc.,) to ensure an optimised customer experience.
• Proactively drives insights exchange between the field and office-based roles
• Builds value-oriented relationships with HCPs and develops deep understanding of their needs
• Monitors accounts to have 360°view (incl. environmental overview, sales data, market share, last activity, email responses)
• Feeds data back to the Advanced Analytics team through various tools, including the Customer Relationship Management (CRM) system in a timely and compliant manner.
• Co-create and lead the implementation of account plans and review progress by setting milestones and KPI’s, 
• Continually reviews performance of customer engagement and assesses priorities based on data insights.
• Report Adverse Events (AEs) by following defined processes.
• Send medical information queries to the Medical Science Liaison team within appropriate timescales.
• Adherence to all Daiichi Sankyo standard operating procedures with high levels of compliance and integrity.

Key Deliverables:

• Sales targets and KPI’s
• Customer journeys in the CRM
• Customer satisfaction measurements e.g. NPS, CES

Skills Required: