channel and distribution excellence ManagerBoehringer Ingelheim

THE POSITION
To drive the development and implementation of the (R)OPU Animal Health customer centric distribution and multi-channel plans.
To lead the execution of the core Customer Experience (CX) tactics (digital/nondigital) for priority customers and brands.
To lead the OPUs end-to-end alignment to the AHBU's regional/global channel and distribution governance including helping/supporting the IT architecture and collating feedback to define a set of prioritized requirements that informs the regional/global channel and distribution strategy blueprint.
To work cross-functionally in the (R)OPU to plan, implement, measure and evaluate the multichannel and distribution activities for the AH brands/businesses in order to help them achieve their strategic and tactical critical success factors and KPIs.
To be the customer champion and to challenge strategic and tactical plans when they deviate from being customer focused.
For the CX capabilities* of this role they are accountable for delivering on channel and distribution excellence and governance / innovation skills and capabilities. This includes responsibility for compliance, talent management (where relevant), performance measurement (KPI setting and tracking) , stability, cost efficiency and delivery of all relevant processes and services provided.
For the CX capabilities this role is accountable for these main duties:
The local end-to-end governance of regional/global AHBU's CX capabilities and related services.
The continuous improvement of the CX capabilities and the delivery of relevant services
Delivering a localized communication plan with respective business functions and markets to meet business needs and goals.
Local compliance of processes and services with consideration any impact on regional/global requirements.
Drive and support customer-centered multichannel and distribution excellence in performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth across the OPU
*Define multichannel and distribution segmentation, Create customer level plans/goals, Produce customer journey plans, define, design and implement campaigns (Customer Journey), deliver content via relevant and appropriate channels, consent and preference management, integrate and manage social channels, define, measure and report on KPIs
ACCOUNTABILITIES * Accountable for overall localized multi-channel and distribution strategy, integrated customer planning processes and CX road map development by ensuring delivery of a customer centered multichannel and distribution ecosystem that drives actionable insights and successful results
Leads the implementation of the customer engagement channel capabilities by developing supportive CX training , streamlining operations, optimizing customer journeys, governance, metadata standards, measurement/ reporting and maintaining best practices for content and digital asset management
Implements the local integrated customer and engagement plans i.e. to define the customer journeys in the multichannel space and guides the OPU cross functional team through all aspects including: planning, pulling inventory, creating proposals, scheduling campaigns, measuring and reporting VoC, VoE and VoB KPI's in conjunction with relevant internal stakeholders e.g. sales, marketing, customer services etc.
Ensure smooth operations of cross-functional campaigns (e.g. Launch and Product Readiness, Digital and GSM Excellence, Market Intelligence, etc.)
Ensures local adherence to the regional/global channel governance framework and has the authority to take all necessary actions to ensure that respective regional/global data and platforms owners adhere to the regional/global channel governance strategy
Monitor the implementation of pricing corridors and in market prices together with F&A and the respective businesses
Implements, measures and reports an agreed set of CX KPI's that are aligned to the delivery of the CX strategy which materially improve the customer experience.
Ensure distributor compliance to commercial policy; Monitor and report distributor KPIs and optimize multichannel approach based on performance; Facilitate payout processing of distributor incentives
Drives and supports the multichannel performance, organizational flexibility, diversity, succession planning, coaching, change management and personal growth across the OPU
REQUIREMENT
Bachelor Degree
Relevant Marketing, Commercial Sales and Distribution Management, CX or Customer service qualification (ideal)
10 years + of proven experience in multi-channel execution (digital AND non-digital) in a (R)OPU and Corporate and/or Agency
Strong proven project and process management skills, experience leading project teams and developing business cases, plans, scope definition and presentations
Proven experience in commissioning and analyzing market research, data etc into relevant and pertinent actionable insights
Experience in customer-facing and / or marketing excellence initiatives
Ability to negotiate and influence across a matrix & cross-functional organization
Language: Fluency in oral and written English; further language skills would be an asset
Experience in change management, including communications, training and support, leadership engagement and change network management
Strong written and verbal communication skills
Strong results orientation
Ability to work independently
Observation, interviewing and listening skills
WHY BOEHRINGER INGELHEIM?
With us, you can grow, collaborate, innovate and improve lives.
We offer challenging work in a respectful and friendly global working environment surrounded by a world of innovation driven mindsets and practices. In addition, learning and development for all employees is key, because your growth is our growth.
In our Regional Operating Unit ASEAN South Korea Australia New Zealand (ROPU ASKAN) region, Boehringer Ingelheim is one of the fastest growing pharmaceutical companies with over 2,000 employees. We are an equal opportunity global Top Employer who takes pride in embracing diversity of perspectives and strive for an inclusive environment, which benefits our employees, patients, customers, and communities.
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READY TO CONTACT US?
Please contact our Recruiting ASKAN Team: PHI +63 876 6899 | SGP +65 6419 8822 | MYS +603 2092 0041
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Boehringer Ingelheim (BI) does not accept candidate submissions from recruitment agencies that BI does not have existing contracts with. BI will not be responsible for payment of recruitment fees for the hiring of candidates whose resumes were submitted to BI employees or BI offices without BI's prior permission.
Boehringer Ingelheim

Philippines
Permanent
Full-time