CX Specialist Cardiovascular

Passion for Innovation. Compassion for Patients.

With over 120 years of experience and more than 17,000 employees in over 20 countries, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world.

In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life. In Oncology, we strive to become a global pharma innovator with competitive advantage, creating novel therapies for people with cancer.

Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries and Canada.

For our commercial team we are looking for a CX Specialist! 

Role and Responsibilities

• Uses an omnichannel approach, to engage with customers assigned to them as the primary point of contact through different channels, including in-person and remote interactions.
• Coordinates appropriate touchpoints with the customer assigned to them as primary point of contact. Utilizing agile marketing campaigns, via symposia, face to face visits, virtual calls, or (peer to peer) meetings. Tailors messages, utilizing data insights, networks and relationships to provide a personalized experience
• Collaborates effectively with different functions in DSNL to ensure an optimized 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.
• 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.

Essentials for operational excellence

• Excellent ability to build sustainable relationships with all stakeholders
• Excellent active listening and communication skills
• Strong ability to make an impact (storytelling, product knowledge)
• Attentive and eager to understand customer needs & proficient in acquiring insights about new customers
• Able to take decisions and initiatives and learn from successes and failures
• Analytical and data-driven mindset
• Autonomous and capable of self-management
• Excellent team collaboration skills
• Capable of providing valuable (e.g. market, HCP, competitor) feedback to enhance Business Strategy
• Takes personal ownership for maintaining an expert understanding of all developments within the relevant therapeutic areas and clinical information, including e-health trends (e.g. Remote Dx, Tx, and monitoring). 
• Takes personal ownership to use (or request) Company development resources to drive personal development and competencies and share learnings within the teams

Qualifications

• Bachelor’s degree
• 2 to 5 years of professional experience in pharmaceutical industry
• Proven skills and track record in project management
• Experience in digital communication and multichannel customer approach
• Experience and network in CV diseases area (preferred) 

• Hands-on timely and structured approach and accountability 
• Proven engagement and communication skills

• Advanced presentation skills 
• Proven informal leadership skills
• Strong coordinating skills

• Design thinking and problem solving skills
• Experience to execute in cross functional teams and has a driving attitude 
• Ability to influence and persuade both internal and external stakeholders
• Drivers license (B)
• Dutch mother tongue and good command of English, both oral and written communication

Why work with us?

Working at Daiichi Sankyo is more than just a job – it is your chance to make a difference and change patients’ lives for the better. We can only achieve this ambitious goal together. That is why we foster a culture of mutual respect and continuous learning, with a strong commitment to inclusion and diversity. Here, you will have the opportunity to grow, think boldly, and contribute your ideas. If you have a proactive mindset and passion for addressing the needs of patients, we eagerly await your application.

For more information: www.daiichi-sankyo.nl