Manager, Customer Facing Solutions & Insights (Hong Kong, Hong Kong, Aberdeen)

This Position

The Senior Manager, Customer Facing Solutions & Insights (CXE) is responsible for owning and driving the quality, effectiveness, implementation, and continuous improvement of customer facing CXE solutions. By developing and localizing global Customer Facing Solutions & Capabilities, the role ensures strategies are consistently applied and deliver impact in line with local priorities and competitive dynamics.  Positioned closest to sales execution, the role combines execution process ownership with hands-on insights, ensuring CXE strategies are practical, data-driven, and grounded in field realities. Acting as a strategic business partner to Customer Facing Teams (CFTs), the role translates execution signals into clear recommendations that improve customer engagement outcomes and Sales Force Effectiveness. Furthermore, the role supports the enablement of CFT Sales Learning and Coaching capabilities to strengthen field performance.

Responsibilities:

CTEP & CRM Capability Governance Global Standard Implementation: Secure the implementation of Customer Targeting & Engagement Planning (CTEP) and CRM capabilities (process, platforms, people, data, and standards) according to global standards while adapting for local CXE conditions

Process Ownership: Define and govern CRM-enabled CXE processes, including segmentation, targeting, MCCP, and customer engagement models & standards.

Process Excellence: Establish the "What & Why" by defining business logic, rules, and execution standards to ensure consistency across all brands and teams

System Strategy & Roadmap: Lead the development of the CRM roadmap in alignment with global and local stakeholders to ensure high adoption and system stability

Sales Force Effectiveness (SFE) & Strategy Execution Frameworks: Identify and implement SFE strategies, including capacity planning, territory set-up guidance, and field force sizing to optimize resources

Resource Optimization: Plan and deploy customer segmentation and targeting models, allocating sales force efforts and helping teams build robust Multichannel Cycle Plans (MCCP)

Continuous Improvement: Partner with Sales leaders to embed CRM outputs into coaching and performance conversations, ensuring execution discipline

Hands-on Execution Insights & Analytics Data-Driven Decisions: Deliver harmonized KPI dashboards & reporting through Veeva & internal data to enable cross functional team to make accurate, insight-based decisions

Performance Monitoring: Conduct hands-on analytics on segmentation quality, call quality, and MCCP attainment to identify execution gaps

Actionable Intelligence: Convert market intelligence and execution data into concrete insights and improvement actions

CFT Sales Learning, Training & Coaching Enablement Local Integration: Support the local deployment and effective application of global CFT Sales Learning, Training & Coaching capabilities in Hong Kong, in alignment with CXE standards

Strategic Partnership: Partner with Sales Leadership and HR to embed global learning frameworks (e.g., Global Functional Skills Framework) into local execution expectations

Capability Application: Enable the application of global programs such as Plan XP (business planning), Coach XP (coaching effectiveness), and the Hybrid Customer Engagement Model

Measurable Impact: Translate training outcomes into measurable execution improvements in MCCP quality, segmentation application, and field engagement

Stakeholder Change Management & Training Capability Building: Drive training excellence across cross-functional teams to ensure efficient system utilization and process adoption

Business Partnership: Interact closely with internal functions to solve business problems and collect requirements to maximize investment effects

Global Collaboration: Act as the Subject Matter Expert for Hong Kong, collaborating with global teams to localize projects and initiatives

Strategic CXE Support & Agile Execution Cross-Functional Localization: Support the broader CXE team in the localization and implementation of global & local initiatives, including those outside the immediate scope of customer-facing solutions

Agile Problem Solving: Act with a "One Team" spirit to address urgent CXE business requirements as they arise, ensuring end-to-end project completion in a lean team environment

Solution-Led Collaboration: Work comfortably across a matrix environment, bridging gaps between Cross functional teams and CXE to ensure the robustness of all CXE systems and strategies

Requirements:

Experience: At least 5 years experience in Commercial Excellence / Sales Operations within the healthcare industry

Technical Skills: Hands-on experience mapping & interpreting sales/execution data; Veeva CRM & Power BI experience is preferred

Mindset: Strong execution oriented analytical mindset & a strategic process owner who is equally comfortable as a hands-on contributor; Comfortable working in matrix, solution led environments

Communication: Strong stakeholder management skills; proficiency in English, Cantonese & Mandarin is required

Ready to Contact Us?

Please contact our Recruiting Team: Joyce.he@boehringer-ingelheim.com

Position Area

HP Commercial

Position Location

Hong Kong

Organization

Boehringer Ingelheim (HK) Ltd.

Schedule

Full time

Recruiter

Joyce He

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