Customer Engagement Specialist Antwerpen (R1060552) in Vilvoorde, Belgium at IQVIA™

Date Posted: 7/24/2019

Job Snapshot

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.

Role Objective

  • Lead and develop local customer relationships to protect and grow the business within compliance and legal requirements
  • Promote and build positive customer experiences with the  brand in the respective territory, and to engage customers at GPlevel, and to achieve sales targets for promoted brands
  • Within a cross-channel approach, act as the customer-facing person who drives tailored interactions with customers, initiate automated HCP campaigns through their CRM system and use the results of other cross-channel actions initiated by the marketing team   
  • Generate and process customer insights that inform strategic and tactical decisions


Therapy Area & Product Liaison

  • Delivers agreed strategy and all necessary tactics within the target group in order to drive Takeda performance and manages the dialogue (across a variety of channels and interaction formats) with customers around our focus products. This includes delivering product and therapeutic knowledge and services, engaging HCP’s not only in face-to-face but also via other channels.
  • Runs high-level scientific meetings and other activities with customers to convey product importance
  • Operates in a manner that is always in line with compliance and legal requirements and according to the marketing and sales strategies

    Analysis and identification of customer needs

  • Works in a proactive manner and with a customer-centric mindset, defined as listening to customers and finding solutions to their needs, also ensuring that in activities and outcomes the patient comes first
  • Recognizes needs, potential and opportunities at the individual customer level
  • Analyzes and reports interactions and response to information/services provided in order to inform an individualized cross-channel plan per customer
  • Identifies and proactively reports actionable insights that can help improve the business
  • Builds and/or implements regional action plans to build, manages and improves trustful relationships with customers, whilst maximizing performance
  • In coordination with marketing, shapes and identifies key marketing strategies that reflect customer needs and implement activities to support this strategy

    Commercial Excellence

  • Translates input given within ladder of adoption to plan customer interactions: establishes current status quo, considers what is needed to move the customer along to the next step or prevent from moving backwards
  • Prioritizes and manages customers within assigned territory, achieves the daily amount of visits per day, ensures excellence in execution in all requested field actions, including covering and call frequency by segment of customers 
  • Suggests and makes changes as needed from new business opportunities and changes in the market place to achieve financial objectives
  • Analyzes territory sales and competitors together with customer behavior for best In-Field Promotion (IFP) planning
  • Performs local sales analyses and gains patient flow insights
  • Champions IFP approach and shares best practices among the team
  • Reports on progress and deviations to n+1
  • Conducts daily reporting and analyzes and follows-up of activities in CRM system

Communication & Cross-Functional Collaboration

  • Develops and maintains strong, effective and constructive relationships with targeted HCP’s in his territory
  • Proactively engages in collaboration with CES colleagues as well as with his/her manager to ensure alignment in objectives and coordination of activities
  • Identifies and raises relevant issues and proposes potential solutions through the appropriate internal and external channels
  • Shares best practices, ideas and insights freely within the team
  • Conducts market surveillance and communicates in-field intelligence on customer insights, external stakeholder activities and trends to key internal stakeholders on a regular basis


            Technical Expertise:

  • Master (scientific orientation is an asset) or equivalent combination by education and experience
  • Understanding of the dynamics of the Primary Care environment and the cross-channel strategy
  • Experience in sales representative role (Rx/OTC) is an asset, as direct selling experience
  • Knowledge of the assigned brands, diseases and markets
  • Agile in using social media and new digital technologies (as well as willing/ready to learn new ones)
  • Practical use of CRM system and other dedicated (application) software
  • Drivers Licence B
  • Fluent (written and spoken) in Dutch, capacity to understand the written and oral 2nd language as well as English

Other key capabilities

  • Selling skills: capacity to influence, to engage customer, to sell products and to build business relationship
  • Analytical thinking
  • Planning and organizational skills
  • Communication skills (listening, presentation skills, …)
  • Customer centricity: develops solutions to customer needs
  • Commitment/Personal Drive

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes. Whatever your career goals, we are here to ensure you get there! We invite you to join IQVIA™

Job ID: R1060552