Global Customer Excellence Lead - Permanent Position -H/F

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world, the 2nd largest private French pharmaceutical group and the market leader in France for products sold over the counter in pharmacies.

Its portfolio includes several medical franchises and international brands including Pierre Fabre Oncologie, Pierre Fabre Dermatologie, Eau Thermale Avène, Klorane, Ducray, René Furterer, A-Derma, Naturactive, Pierre Fabre Oral Care. 

Established in the Occitanie region since its creation, and manufacturing over 95% of its products in France, the Group employs some 10,000 people worldwide. Its products are distributed in about 130 countries. 86% of the Pierre Fabre Group is held by the Pierre Fabre Foundation, a government-recognized public-interest foundation, while a smaller share is owned by its employees via an employee stock ownership plan. 

In 2019, Ecocert Environment assessed the Group’s corporate social and environmental responsibility approach in accordance with the ISO 26000 sustainable development standard and awarded it the “Excellence” level.

Pierre Fabre is recognized as one of the "World's Best Employers 2021" by Forbes. Our group is ranked in the Top 3 in the cosmetics industry and in the Top 10 in the pharmaceutical industry worldwide. 

The Global Customer Excellence Lead will serve as the medical care representative for the corporate new CRM project, driving transformation in sales force effectiveness to optimize omnichannel Healthcare Professional (HCP) engagement, and commercial excellence.

This role requires expertise in sales force excellence to embed best-in-class practices, including omnichannel HCP journey mapping, segmentation strategies, omnichannel action plans, next-best-action frameworks, incentive compensation design, and territory alignment.

The candidate will play a pivotal role in change management throughout the organization to ensure a real transformation of sales forces and medical representatives customer engagement models embedding the HCP 360 approach. He will ensure alignment with global commercial to deliver measurable business impact for the commercial activities. He will ensure coordination with global medical department to ensure an integrated HCP journey.

The candidate will collaborate cross-functionally and engage with affiliate General Managers, Franchises, Medical teams, International Regional leads, IS department to drive this transformation.

Key Responsibilities

• Serving as the medical care representative for the corporate new CRM project: oversee the global rollout of the new CRM system for medical care activities, ensuring seamless integration based targeted processes and alignment with business objectives.
• Supporting the change management initiatives to transform Sales customer engagement models: Develop and support the roll out of a comprehensive change management strategy to drive adoption of new processes, tools, and best practices across global sales teams.
• Embedding the HCP 360 approach within the organization, in partnership with the Medical Customer Engagement Manager: Partner with the Customer Innovation manager, to design and implement omnichannel HCP journey best practices enhancing engagement and delivering personalized experiences (integrating digital and in-person touchpoints for maximum impact)
• Ensuring alignment of key process and best practices across the organization: Lead the design and the implementation of the
  • Advanced Customer Segmentation & Targeting process to optimize resource allocation and prioritize high-value HCPs,
  • Next-Best-Action (NBA) frameworks to guide sales teams in prioritizing interactions and activities
  • Incentive Compensation Guidance to align business goals, motivate sales teams, and drive performance.
• Defining and monitoring key performance indicators to measure the success of SFE strategies and CRM adoption.
• Seeking continuous improvement: Identify opportunities to refine and enhance SFE practices, leveraging data insights and industry trends.
• Crafting and managing the global Medical Care Customer Excellence team : Supervise the Customer Innovation Manager, an SFE Analyst and the CRM business administration.

Why Join Us?

• Be a key driver in a high-impact transformation project that will shape the future of our commercial operations.
• Work in a collaborative, innovative environment with a focus on improving patient lives.
• Opportunity to shape global SFE strategies and make a lasting impact in a mid-sized organization.

The position is based in Paris - Boulogne-Billancourt (92).

This position is available as soon as possible according to your availability, as part of a permanent contract.

You have a higher education in science, pharmacy or engineering coupled with a specialization in business, sales, or marketing.

Over 10 years of marketing, sales or SFE experience at both local and global or regional levels.

You have a proven track record of leading transformation projects at international level including the management of CRM projects.

You possess marketing abilities combined with a rigorous commercial business sense, and omnichannel expertise.

You have experience leading cross-functional teams that span global and local contexts.

Beyond your technical skills, you are recognized for:

your analytical capabilities,

your excellent communication skills, both verbal and written,

your outstanding presentation skills for internal and external audiences

your effective collaboration with culturally diverse teams and strong intercultural competence.

Compensation Package:

You will benefit from a complete and attractive compensation package: 13th month salary, bonus, profit-sharing, employee stock ownership with matching contributions, health insurance, provident scheme, 16 days of RTT (reduction of working time), time savings account, works council.

This position offers the possibility of teleworking up to 2 days per week.

We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.