Customer Excellence Manager (UK & Ireland)

As Customer Excellence Manager in our UK and Ireland team, you will play a central role in helping our customer-facing teams perform at their best, turning data, market insight and forecasting into clear recommendations that guide commercial decisions. You will work across Commercial, Medical, Marketing, Sales and Market Access in a collaborative, international environment where curiosity, ownership and fact-based thinking make a real difference.

We are looking for a Customer Excellence Manager to design, develop and implement affiliate-level initiatives and methodologies in customer excellence, market intelligence and forecasting. Reporting to the General Manager, UKI, you will provide the General Manager and wider management team with clear insight on field force performance and market performance. You will monitor KPIs across our customer-facing organization, including Key Account Managers, Medical Science Liaisons and Access Specialists, to support customer satisfaction and deliver market intelligence projects that enable robust affiliate decision-making. You will also be the point person for forecasting the performance of our current and future portfolio.

Key Responsibilities:

• Performance monitoring and insight: Analyse and monitor overall performance, prepare regular dashboards and develop strategic recommendations that lead the organisation towards commercial excellence. Compare the organisation of all customer-facing roles to keep the team competitive and the customer approach coordinated.
• Customer excellence initiatives: Design and implement methodologies such as the customer excellence engagement model, territory alignment and go-to-market planning, resource optimisation, objectives and incentive schemes, key account and customer profiling, segmentation and targeting, and key account planning aligned across Medical, Marketing, Sales and Market Access.
• CRM stewardship: Own local CRM set-up, including field force users, hierarchy and territory mapping, plan of action configuration and cycle plan activity metrics, and local functionality that meets GDPR and industry code compliance. Oversee field force digital content deployment, measurement and reporting, and take part in planning reviews and best-practice sharing with the European CRM team and affiliate peers.
• Reporting and analysis: Provide country input on Business Intelligence dashboard design, build tools to monitor field team objectives and validate bonuses, and raise system enhancement requests with the CRM admin team.
• Market research and studies: Advise on the relevance and feasibility of market studies, develop indicators and choose tools and techniques, run and present ad hoc studies (such as satisfaction and corporate image), and consolidate market studies while controlling their results.
• Forecasting: Lead the development of forecasts for the current and future portfolio, covering both supply chain and demand-based forecasts, and analyse the portfolio in relation to the market, including sales forecasts by geographical area.