Job Description

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Commercial Excellence/IT Manager, Asia Pacific, Middle East, Turkey & Africa (APMA)

At Ferring Pharmaceuticals, we help people around the world build families and live better lives. We are entrepreneurial and innovative, with a global team focused on scientific advances in the areas of reproductive and women\xe2\x80\x99s health, gastroenterology and urology. Ferring + You is all about working together and sharing ideas, so that we can bring science to life for patients around the world.

Our Commercial teams collaborate as trusted partners with patient groups, clinicians, policy makers and the scientific community to identify and develop new opportunities to help patients. Customer centric, we offer an empowering, entrepreneurial culture \xe2\x80\x93 and a place to thrive and grow.

Ferring+You

You will play a pivotal role overseeing the CRM implementation and capabilities enhancement across the region. This includes establishing and maintaining an efficient IT infrastructure to support sales operations.

Your day at Ferring

CRM Management:

• Work with local CE affiliates to manage and coordinate CRM and OneBI Tools (OCI+OCE \xe2\x80\x98CEJ\xe2\x80\x99 dashboards) across the region that permit an accurate measure of our Omnichannel CRM efficiency.
• Train & Enable end user utility and uplift internal capabilities in the expanded use of our CRM system across the region
• Utilize all available data sources and analytics tools to guide and motivate markets to generate actionable data driven insights on customer sales performance, behaviours, preferences and trends.
• Act as the point of contact for communication and end user support. This includes data sources, data extraction, CRM utilization and proposed improvements to optimize solution.
• Support the Commercial and marketing teams by collating and presenting insights from CRM analytics (CEJ dashboard) to help inform and prioritise customer experience improvement initiatives.
• Work with global team to evolve and enhance existing OneBI dashboards to enrich insights and support emerging user needs
• Be the point of interface between Global IT and APMA markets pertaining to OCE/CRM/System matters, as to support smooth implementation at all times.

Sales Force Effectiveness:

• Identify opportunities to enhance salesforce effectiveness initiatives across the country/cluster through omni-channel engagement efficiency
• Manage the OCE/CRM system to enable consistent analysis of sales force effectiveness, facilitating success measures by setting and monitoring KPIs.
• Develop and maintain processes to design/implement standardized tools and methodologies aimed at improving operational efficiency.

Ferring Connect:

• Accelerate capabilities within Ferring Connect Markets shape utility, content strategy and efficiency tracking
• Work closely with Global counterparts to maintain, enhance and support assigned customer experience (CX) solutions within Ferring Connect while delivering technical, functional and/or non-functional requirements analysis.
• Support markets in implementing optimal solution architecture based on your broad and deep knowledge in the field, ensuring proper and up to date system architectural design that supports integration with other applications to meet business goals.
• Ensuring our CX solutions and associated processes and documentation are aligned with our business goals and best practices while identifying opportunities as they present themselves and communicate these to the relevant business stakeholders.
• Build trustworthy relationships with your global colleagues in CRM, Customer Engagement and Commercial IT to leverage the corporate technologies and paratners around the globe to deliver and operate assigned CX solutions
• Develop and maintain processes to design/implement standardized tools and methodologies aimed at improving operational efficiency

Digital Roadmap:

• Lead the digital roadmap strategy and development, including needs assessment, toolset evaluation, capabilities building, requirements prioritization, and overall roadmap development for digital programs in accordance with the APMA CEJ (Customer Engagement Journey) roadmap.

Overall Organization Performance & Digital-enabled Efficiency Enhancement:

• Ensure timely tracking and release of Business Performance Reporting dashboards (sales performance report, balanced scorecards, and other performance KPIs) in key markets.
• Extract insights pertaining to HCP needs along their customer engagement journey. Bi-directional partnering with other internal business stakeholders on a local level in order to ensure that findings will be taken into account in business activities.
• Collaborate with local CE affiliates in using data-driven insights from OneBI to measure omni-channel activity impact and shape next best course of action in customer engagement.
• Leverage on OneBI (CEJ) dashboard insights to train & engage markets and enhance understanding of customer engagement objectives.
• Evolve and scale the Customer Engagement Journey (CEJ) framework for APMA that can across markets, starting with Pentasa (KR, AU, TW, KSA) and Gonax (JP).
• Identify external innovation sources in order to implement short and mid-term digital solutions.
• Integrate global customer engagement platforms where relevant to strengthen customer engagement framework (e.g Marketing automation)
• Establish relevant digital KPIs in alignment with key APMA markets and reflect engagement efficiency consistently through agreed OneBI dashboard metrics

Behind our innovation\xe2\x80\xa6There\xe2\x80\x99s you

• Strategic IT Leadership: Proven experience in strategic IT leadership roles with a focus on driving excellence in commercial operations. Demonstrated ability to align IT strategies with business objectives, especially in the context of salesforce effectiveness and digital roadmap development.

• Salesforce Management: Extensive background in managing Salesforce systems, including OCE/CRM, to enhance salesforce effectiveness initiatives. Track record of successfully setting and monitoring KPIs, reporting on sales force metrics, and implementing improvements to drive sales growth.

• Digital Transformation: Substantial experience leading digital transformation initiatives, including the development and execution of digital roadmaps. Proficiency in needs assessment, toolset evaluation, and prioritization of digital programs to align with regional business objectives.

Required Education/Qualifications/Skills:

• 5-10 years of commercial IT experience
• Regional experience
• Related education experience/ certification in IT/ Digital courses
• Hands on CRM management experience with Veeva ,Salesforce, IQVIA OCE
• Strong technical skills with ability to analyze and problem-solve
• Demonstrated ability to navigate and resolve complex situations
• This role will be Singapore HQ based

People come first at Ferring

• Get inspired from our commitment to advocate for everyone\xe2\x80\x99s right to build a family, no matter who you are, where you live or who you love
• Our inclusive support package \xe2\x80\x93 \xe2\x80\x9cBuilding Families at Ferring\xe2\x80\x9d provides equal and accessible policies for all employees who wish to start their family journey, ensuring a global standard, irrespective of location and role
• Parental leave for both birthing and non-birthing parents
• Extended support on family building journey

Making a difference in the life of millions of people means we succeed by working together. Our diverse backgrounds, experiences, expertise, and perspectives enable us to find solutions to even the most challenging problems, and our success is tied to each team member\xe2\x80\x99s contributions. Imagine the power of your career when it\xe2\x80\x99s Ferring + You.

Behind our purpose\xe2\x80\xa6 There\xe2\x80\x99s you

If our mission and your vision are aligned, please apply!

We strive to build and maintain an inclusive and diverse workplace with equal opportunities and mutual respect for all employees regardless of their backgrounds and socioeconomic status.

Location: Ferring Singapore

Ferring