Director Digital Customer Engagement

ROLE PURPOSE

• The role is part of the Global Business Unit (GBU) for Contract Sales & Medical Solutions (CSMS) within the HCP Engagement Offerings Centre of Excellence
• As a result of the COVID-19 pandemic, we anticipate significant increased interest in remote engagement & digital capabilities for HCP engagement
• This role is a subject matter expert in people skills, training & development for remote, hybrid, SMART HCP engagement

RESPONSIBILITIES

Subject Matter Expert (SME)

• Maintain and evolve a deep understanding of HCP engagement models, global CSO market and CSMS business
• Work with GBU colleagues to evolve CSMS HCP engagement strategy & propositions, suitable for global markets
• Build subject matter expertise in remote engagement, stand alone and in combination with field activities (‘Hybrid’ models) and other channels
• Develop and evolve global
  • Capabilities & role profiles for HCP engagement supporting roles
  • Initial training and development programmes for remote engagement
  • Coaching and management programmes for remote / hybrid engagement
  • Other programmes as identified
• Roll-out profiles and programmes to internal IQVIA teams, for local adaptation and use; provide ongoing support as needed
• Monitor and manage the financial impact of new offerings
• Work with GBU team colleagues to define & develop any relevant supporting tools (e.g. benchmarking, IT)
• Learn from other industries / sectors to advance remote communication skills
• Ensure all programmes meet relevant compliance requirements

Regional Support

• Respond to enquiries or requests for SME information from Regional Teams (e.g. CSMS, Consulting) as required

Client Engagement

• Deliver programmes to clients where required
• Provide SME support to client opportunities, particularly multi-country / international client proposals led by the CSMS GBU
• Provide SME support to other ad hoc client opportunities as requested / agreed
• Attend client meetings as requested / agreed

Cross-functional

• Work with a broad range of relevant Regional and GBU colleagues, functions to deliver role requirements, including
  • CSMS GBU IT team
  • Other GBU colleagues – Analytics, Compliance, Marketing, Legal
  • Leadership teams for assigned Regions / Markets
  • CSMS Sales & Operations teams
  • Consulting and other IQVIA functions
  • Others as required

Other

• Lead or participate in other projects or initiatives as agreed

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Understanding of dynamics of life sciences industry
• Understanding of life science commercial models
• Ability to manage own workload with minimal direction
• Positive, energetic, flexible, ‘can do’ attitude
• Good verbal and written communication skills
• Strong team working, including cross-functional working & accountability
• Ability to analyze and interpret data from a variety of sources and systems
• High proficiency in use of Powerpoint, Excel

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Life Science or related field
• 10 years previous experience of life sciences industry
• 5 years previous experience in life sciences sales or marketing
• 5 years in team / people management & leadership
• 2 years previous experience of working internationally
• 2 years previous experience in training development & delivery
• Ideally previous experience in service provision to life science companies
• Equivalent combination of education, training and experience
• Fluency in English; additional language(s) a plus

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At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.