**JOB PURPOSE**:
Across Indonesia, the Head of Business Operations and Support (BO&S) manages teams in charge of Marketing Support (Market Research, Customer Insights, Business analytics, Data management, Marketing and Launch Excellence), Customer Support (Digital & Multichannel, Patient Support) and Sales Support (Sales performance & support, SFA, Training, Meeting support).
**ACCOUNTABILITIES**:
Head of BO&S provides leadership assistance and advice, supports requests, as well as acts as a business partner to the Country Chair and BU GMs business decisions, with robust information analysis and insights on marketing, customer and sales.
For each of the activities listed below, s/he will lead her/his team to:
**MARKETING SUPPORT**:
**Market Research, Customer Insights**:
- Assess and scope market research projects in line with business priorities & BU strategic imperatives, recommend the appropriate research to fit the needs of the business
- Closely collaborate with Procurement to source and contract with relevant Market Research agencies, monitor their effectiveness and ensure market research activities are carried out in accordance with official guidelines such as respecting the global vendor strategy and guidelines regarding study design etc
- Collect and analyze Customer insights, conduct Customer segmentation in coordination with Franchise recommendation (where appropriate)
- Develop & maintain framework and guides to collect primary market research (best practices)
- Collect & analyze Pharma market trends & competitive intelligence
Note: CHC Consumer and Shopper insights activities are excluded
**Business analytics**:
- Analyze performance based on system reports
- Prepare robust analyses of market trends in the country / MCO, sales results and competitive position (e.g.
market share)
- Enhance primary & secondary data as decision-making insights for the BU
- Work with Finance and GBU GMs to coordinate activities for the creation of the 3YFF &
- LRP (incl.
market plan & data analysis activities for all products, sales & opex forecasts)
- Utilise advanced analytics to improve performance and support resource allocation
**Data management**:
- Leverage in the country the cross and/or GBU-specific systems in collaboration with ITS team and advocate for the specific needs of the country with the BI / Data global governance
- Oversee the generation of data for input into existing cross and/or GBU-specific systems
- Manage secondary global (e.g.
IMS data) and local data vendors in coordination with Global BI guidelines for global vendors
**Marketing and launch excellence**:
- Implement within Country the company MEX framework with the potential specificities of each BU requirements
- Leverage Corporate guidelines for product launches & commercial model development to support the GBUs in their launch excellence process
- Support brand plan cross-functional implementation (process, template, global tools, training)
**CUSTOMER SUPPORT**:
**Digital & Multichannel**:
- Support the development of customer facing and Multi-Channel marketing capabilities through the deployment of defined standards and interventions, such as HCP & Pharmacy Customer-facing excellence programs, marketing training modules and selling models
- Implement GBUs / global governance of digital platforms & tools and create if needed a cross BU governance at country level
- Embed Customer engagement & channels performance tracking in Country Performance tracking reports within each of the GBU
- Support marketing in the implementation of the multichannel strategy per BU/brand Patient support
- Discuss GBU needs for patient solutions, leverage global platforms (PRM ) and advocate for local requirements (if any) with the support of ITS
- Manage day-to-day patient support programs leveraging global/regional tool
**SALES SUPPORT**:
**Sales performance and support, SFA**:
- Monitor and analyze sales force data related to current marketing strategy
- Implement the SFA strategies within the Country while optimizing the cross GBU efficiencies at country level
- Advocate for local needs in the development of the global core models or for the customization of the core model at country level
- Manage and leverage the customer relationship management systems for field force effectiveness analyses, performance dashboards and tools
- Drive the development of sales force incentive plans in line with Global Policy and GBUs/Brand objectives
- Run sales administration & support, samples/promotional items supply
- Drive field force effectiveness and segmentation models to optimize the use of resources,
- in line with business strategy and GBU guidelines
- focused on identified activities with biggest growth potential
- Lead & Implement the sales force planning & targets process
- Drive improvements in Sales force productivity across the whole SFE process
- Implement face to face selling models to improve call impact
**Training**:
- Disseminate Sano