Field Excellence Manager

Act as the primary Field Excellence interface for the TA / function

• Serve as the main Field Excellence interface for Therapeutic Area leadership, TA Sales Heads, and Value & Access Strategy and Access Field Leads.
• Represent Field Excellence in TA and Access Field planning and performance reviews, ensuring field implications are clearly understood.
• Prioritize Field Excellence supporting activities based on TA and Access Field strategic importance and performance needs.
• Fieldwork involves shadowing reps, analyzing field performance, validating call quality, and aligning CRM practice.

Own field execution design choices for the TA / function

• Ensure field execution models are aligned with Brand strategy, Go-To-Market plans, Access strategy
• Translate strategic intent into clear field execution direction, defining: 
  • What the field should focus on
  • How success is measured
  • Where prioritization trade-offs are required
• Propose an effective sales organization structure and optimal size of the sales force and of Value & Access stakeholders facing field team, based on internal and external benchmarks data (supported by IDS+ input).
• Propose FF sizing scenarios, comparison and recommendations based on synergy between existing targets, benchmark data and launch priorities

Shape and steer Go-To-Market field models

• Support new launch GTM design and implementation, in line with International and Regional guidance.
• Shape discussions on launch field setups, field prioritization, and resourcing trade-offs (from a strategic perspective)
• Implement the guidance on HCP tiering from International and assign tiers to the HCP customer base, building on inputs from country TA
• Guardrail ICE segmentation – ensure segmentation process is revisited before cycle meetings using VIP and funnel analytics input
• Partner with CRM & field system owners for implementation support

Steer field KPIs and effectiveness metrics

• Implement and align field commercial and functional KPIs with International and local brand strategy.
• Incorporate ICE KPIs to ensure consistency across commercial execution.
• Oversee commercial KPIs & V&A field metrics, including field force effectiveness assessments (e.g. STEM), review reports and analyze commercial and V&A field data and derive performance, metrics insights & shape possible action plans for functional heads considerations and decisions.
• Maintain key healthcare decision makers and targets lists. Review, report and analyze Access account/field data

Shape and steer Field incentives models

• Lead incentive scheme design, modelling payout scenarios, based on strategic priorities and historical results. Manage field incentives operations 
• Prepare individual quotas from the national target based on territory potential 
  Consult with TA Sales Head and FLMs on deviation, territory amendment
• Measure field force performance/execution, incentives advisory, incentive diagnostics 
• Partner with CRM & field system owners for implementation support

Manage territory design and alignment operations

• Own territory design and alignment processes, ensuring operational accuracy and execution feasibility.
• Lead creation and revision of territory maps, rep placement analytics, call plan generation and refinement (IDS+, Zaidyn)
• Ensure territory changes are fully implemented in systems, in partnership with CRM and field system owners.
• Apply ICE segmentation and targeting inputs to territory operations, as defined by international standards.

Operates and manages the country CRM (Customer Relationship Management) platforms

• Operate the CRM platforms such as Veeva, Oncore, etc. day-to-day, ensuring availability, performance monitoring, and business continuity for field and function execution.
• Configure CRM objects, workflows, and standard features based on validated cross-functional business requirements, aligned to International templates, data models, and governance frameworks.
• Coordinate incident triage and resolution with DDIT (Data, Digital and IT) and external vendors, documenting recurring issues and workarounds.
• Manage CRM releases and upgrades locally (planning, testing, communication, deployment support), coordinating dependencies with DDIT and vendors.
• Manage country adoption of Customer Engagement of the Future (CEFUT), aligned with international priorities, standards, and platform roadmaps.
• Safeguard CRM data capture processes needed to support consistent, Commercial, V&A and MA execution, ensuring accurate and complete recording of interactions and accounts.
• Monitor data quality and correct usage, escalating systemic issues to relevant owners (e.g., data standards) and proposing corrective actions (training, validation rules, guidance). 

ICE deployment orchestration

• Design & execute customer journeys across channels, integrating CRM, SFMC, & rep-triggered tools

Content activation & Channel orchestration (including OMC-OCE/customer experience journeys)

• Ensure content is activated and ready to be used on FF tech platforms in Oncore CRM to increase usage of iCVA
• Ensure customer journeys are validated and aligned with content use
• Develop omnichannel excellence by providing implementation guidance and channel upskilling – use of SFMC (orchestration, iCVA usage), aligned with Int’l OC teams based on ICE framework
• Overseen tagging, FUSE uploading and MLR processes and ensure standards of execution
• Ensure content is activated on SFMC and ready to be used on field technological platforms
• Provide customer journey insight to continuously improve customer engagement
• Support multichannel engagement orchestration with Access accounts (e.g. RTE, etc.)
• Support in activating 'not promo' contents (developed by V&A) across diff channels for payers & accounts
• Enable patients and payers multichannel insights, incl enabling Access Field to provide and capture reimbursement pathway insights (regional/country V&A field inputs), and enable analysis and reporting.

One-Brand-Plan rhythm & orchestration

• Ensure process (strategy is realized) happens and orchestrated locally
• Co-define execution metrics and KPIs