Job Description
Title: Director, Medical Customer Engagement Major Markets
Location: Uxbridge UK (50% onsite and 50% working from home)
Contract Length: 7 months
Our client is looking for Medical Customer Engagement Major Markets Director to ensure the provision of a customer focused Medical Information service to HCP’s and patients across major markets.
Key responsibilities will include:
- Relationship lead with all key matrix functions at a Worldwide (WW)/Market level in order to:
- Provide an MI request service for managing complex questions in a timely and efficient manner
- Support the delivery of MI to HCPs and patients to meet market and regulatory needs
- Provide MI guidance and support for local or WW congress booths as required
- Provide oversight and strategic leadership to the Medical Customer Engagement Major Market Manager(s). Develop, coach and foster individual and team development.
- Lead Medical Information activities, such as:
- Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness
- Delivery of performance reports and insights to stakeholders
- Inspection readiness and audit participation
- Oversight of supplier budget
- Solutioning of telephony issues
- Service Evolution
- Monitor performance of external partner against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.
- Provide training requirements to the external partner and manage the provision and delivery of expert support and training ensuring up-to-date information to the partner on a regular basis.
- Ensure accurate, balanced and current resources are available and communicated, to enable external partner to respond to unsolicited requests for MI received through all channels.
- Collaborate closely with external partner to ensure needs identification for standard content and active contribution to the development of WW Core Content.
- Provide oversight for ensuring escalations for Major Markets are managed in a timely and efficient manner and oversee the process for ensuring all European content is consistent with product labelling and new and updated WW content.
- Responsible for the operational execution of MI systems, services, communications and tactics in the delivery of on-demand MI to customers.
- Engage, participate and drive initiatives of the WW Medical Capabilities organization.
The ideal candidate will be a Pharmacist, Physician or a Life Science graduate with extensive experience within the pharmaceutical or related industry including MI and ability to demonstrate expert knowledge of MI function, activities and processes.
You will also have prior experience of managing and leading internal Medical Information Contact Channel or Outsourced Medical Information Partners in a global. Highly matrixed organisation.
The ability to establish strong and proactive relationships and working interfaces with relevant stakeholders and analysing performance against quality measures, metrics and process is also essential for this role.
Other skills required for this role:
- Strong organizational skills, with the ability to problem solve and develop solutions
- Leadership skills demonstrating ability to work across the matrix to provide an excellent Medical Information service to respond to customer enquiries
- Excellence in communication of processes and value of Medical Customer Engagement to internal and external stakeholders including analysis and communication of metrics and customer insights from MI requests
- Initiative to identify gaps and propose solutions that optimize process and utilize technology