The Position
Build "Best in class" Sales force capability to Orchestrate Exceptional Customer Experience through developing effective Customer Engagement/Coaching skills in a multi-channel/hybrid environment
Roll out/ conduct Sales force training programs aligned with the Annual Training Plan focused on trainee key knowledge and behaviour acquisition
Drive/ assess embedding of Sales force training programs, taking corrective actions where necessary in close collaboration with a cross-functional team (Marketing, Medical, Sales, ComOps, etc)
Duties & Responsibilities
- Analyze Training Needs and contribute towards developing the Annual Training Plan
Analyze RCP results, CfE/CTC Coaching Reports, Coaching clinic results, PDT, MRS, Brand performance, Brand strategy etc. to understand current Sales force capability and identify training gaps
Consult with cross functional team to validate the training gaps/needs
Keep abreast of current developments/initiatives in multi-channel/hybrid Customer Engagement identifying sales force training needs (knowledge and skills, including IT fluency, ICP comprehension/execution) - initial/ongoing basis
Contribute towards developing the Sales force Annual Training Plan aligned with local training needs and ROPU training plans
Communicate the training calendar across the cross functional team (Sales, Marketing, Medical, ComOps, HR) confirming their involvement where required
- Design, Develop/ Adapt Sales Training materials
Develop training solutions locally required when not available from ROPU/ Global
Collaborate with cross functional teams to design comprehensive Product Knowledge test questions and Customer Engagement Skill test scenarios (for F2F and S2S environments) by adapting ROPU/ Global training materials effectively
Apply principles of adult learning styles to fulfill the needs of various training participants
Utilize information resources to enrich training programs (e.g. RCP results, CfE/CTC Coaching Reports, PDT, Brand performance etc.)
Ensure professional printing and packaging of materials as well as maintenance of company training tools
Innovate proven training methods, channels, tactics in both delivery and results (e.g. using digital channels and tools) to drive efficiency and effectiveness in existing training processes
- Deliver Training professionally
[Administrator]
- Effectively manage the learning environment (e.g. pre/ post course communication, training room layout, materials, equipment etc.)
[Facilitator]
Effectively engage the audience by utilizing various facilitation techniques (e.g. revert and relay, experiential activities, questioning etc.)
Effectively use training tools (e.g. flip charts, post it, stickers, audio, video etc.)
Maintain high level of Professional Presence (e.g. voice, posture, gesture, facial expression etc.)
Demonstrate effective communication skills (e.g. active listening, use of simple/ participant's language etc.)
[Instructor]
Provide simple/ clear instructions to ensure participant's understanding (e.g. role play, case study, activity, group work etc.)
Establish credibility by demonstrating expertise and knowledge (e.g. answering questions, simplifying complex concepts, modeling etc.)
Deliver training programs aligned to the training objectives with a focus on trainee acquisition of key knowledge and behaviours
- Drive/ Assess embedding of core Training Program elements
Champion Orchestrating Exceptional Customer Experience through developing Customer Engagement Excellence in a multi-channel environment
In depth and accurate knowledge of the 7 Hybrid CEM steps, 27 behaviours and the standards for each proficiency level in the CEM rubric.
Initial and ongoing training delivery to up-skill the sales force in an evolving digital/S2S environment (VE/FuE/webinars/ Virtual RTD), CfE/CTC virtual etc.) with a focus on facilitating Orchestrating Exceptional Customer Experience
Implement clear follow up plans (e.g., post course action plans, re-training plans for those who failed, reminders, action taken on participant's/line manager's feedback etc.)
Monitor CfE dashboard as well as Coaching Reports (CfE/CTC/virtual quality/ quantity on 4 parameters (Completeness, Objectivity, Specificity, Directional)
Monitor Veeva Reports on quantity and quality of Pre/ Post call notes
Assess Sales force capability by utilizing certification programs (e.g., Rep Certification Program, EGROW Certification, Training teach back sessions etc.)
Take corrective training actions when programs are not delivering intended results
Maintain training records and analyze to create meaningful reports (e.g. Annual Training Plan template, RCP monitoring template, CfE/CTC reports, Customer Engagement Qualitative Report etc.)
Share training outcomes/ insights with relevant stakeholders - e.g. line managers/ cross- functional teams
- Comply with local/industry regulations and BI Code of Conduct
Comply with all regulations regarding interactions with healthcare professionals (HCPs), following the BI Code of Conduct
Monitor sales force training/ Veeva records and take necessary action on issues of compliance (e.g. CRM Compliance Screening Report etc.) issues of compliance and Pharmacovigilance
Be a role model in compliance with local regulations, industry and the BI Code of Conduct
Ensure the sales force is knowledgeable and compliant with relevant Code of Conduct documentation and regulations
Requirements
Bachelor's degree in Pharmaceutical or Scientific field is an advantage
Min. 2 years of direct selling / field management experience in healthcare industry
Content mastery of sales training topics
Strong training delivery skills
Influencing Skills (Leading without authority)
Self-development/ Open minded and lifelong learner
All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.