AbbVie Director, Customer Excellence and Key Account Management in Taipei, Taiwan

Director, Customer Excellence and Key Account Management

Taiwan, Taipei, Taipei


Requisition #1802753

Summary of Job Description:

Job Weighting%

Main Responsibilities


Sales effectiveness


Marketing Excellence


Business Intelligence and analytic excellence




Commercial SIP incentive and corporate Award design and management


Key Account Management

  • Sales Effectiveness and efficiency

  • Develop and lead processes to improve the efficiency and effectiveness of sales force activities

  • Increase the efficiency and effectiveness of sales force activities with a focus on 3 core processes:

  • (1) sales force performance management

  • (2) sales force structure

  • (3) sales stimulation programs to drive top-line growth

  • Develop best practice sharing platforms, including development of onboarding programs, training materials and its implementation

  • Align efforts across the commercial teams

  • Track performance continually on a set of KPIs via a Dashboard, and identify impact of changes on sales force efficiency and effectiveness

  • Educate the company in the concepts, processes, methodology and benefits of SFE, including subject matter expert on:

  • Resource allocation optimization

  • Sales force strategy and structure

  • Targeting strategy design and implementation

  • Assist in the development of a self-sustaining high performance organization that consistently achieves sales growth goals

  • Responsible for relevant market share projection, reporting and analysis

  • Marketing Excellence

  • As the Marketing Excellence champion to enhance marketing capabilities to excel marketing planning and brand team execution which build the foundation of company success in future

  • Champion of business planning process and the quality of brand assumption, forecast and patient Journey

  • Facilitate and track the dashboard of brand team 90 day (quarter) action plan to ensure brand team and IFT alignment and execution excellence

  • Lead the brand core message development and tracking the effectiveness to win the physician adoption and competition

  • Capability leader for marketing excellence and brand management skillset and to conduct business planning, launch readiness and life cycle management training and workshop

  • Business Intelligence and analytic excellence

  • Responsible for relevant market share projection, reporting and analysis

  • Monitor and evaluate the performance and the efficiency of marketing campaigns. Make recommendations on optimization of ROI, where needed

  • Manage Market Research, Business Intelligence, Training and CRM budgets

  • Monitor and evaluate the performance and the efficiency of marketing campaigns. Make recommendations on optimization of ROI, where needed

  • Training

  • Develop competencies of local managers in business analysis, planning and reporting.

  • Work with HR to develop a training plan for commercial team

  • Develop sales and marketing teams so they are able to achieve their goals through ongoing coaching, training and development programs, sales and marketing meetings.

  • Implement a relevant performance management system to provide regular feedback and evaluation on performance.Identify performance gaps and implement development / growth plans as needed.

  • Commercial SIP incentive and corporate Award design and management

  • Design and own the process of commercial team including sales, KAM and Marketingincentive plans and reward & recognition programs

  • Key Account Management

  • Play an active part within brand teams and identify opportunities to work collaboratively with cross-functional colleagues to deliver on brand objectives

  • Document and share insights with affiliate organization

  • Anticipate and monitor Contracting & Tendering activity in the Key Accounts

  • Build and manage relationship within the account

  • Develop strategy and concise engagement plans for Key Accounts with clear objectives and activities to optimize usage and funding of AbbVie products

  • Execute the engagement plan and facilitate interactions with all in-field functions interacting with the Key Account and ensure consistency

  • Regularly track the execution and impact of activities and performance of Key Accounts where appropriate, negotiate, close and sign deals and/or support or lead the contracting and tendering process and lead the development and delivery of proposals

  • Develop Strategic Business Planning in Key Account

  • Maintain a good understanding of the national pharmaceutical knowledge, policies and key influencers in order to identify new business opportunities

  • Supervise the monitoring of competitors’ movement and action, stay ahead andcooperate with commercial team to suggest measures preventing from losing the customers/business

  • Lead to list the key hospitals and specific key products accordingly based on the market potential and business strategies

  • Set up and cascade down the KA priorities for short term and long term target

  • Lead execution of the KA strategic account plan and analysis to drive sales by working with channel experts in market

  • Lead NNLRP, FutureFit and IFT implementation to the whole organization

  • Coordinate monthly AMT meeting, partner with management team on opportunities for strategic planning, development, and implementation

Education/Qualifications/Experience Required:

  • Education: Bachelor and above

  • Industry experiences: 10+ years of experience in an international healthcare business

  • Position experiences: People leadership, Solid background in sales combined with commercial background (marketing, key account management and financial skills, etc.)

  • Language Skills: Proficient in verbal and written communication. Fluency in English both written and spoken

  • Computer Skills: Working knowledge, especially who is good at Office such as Word, Excel and PowerPoint

  • Mobility:

  • Other Special requirement:

  • Project management experience and expertise

  • Experienced in cross functional roles in matrix organizations

  • Advanced analytical skills, strategic thinking and the ability to anticipate future trends and opportunities

  • Must be driven, a team leader and possess strong business acumen and Interpersonal skills

  • Successful track record; has shown demonstrable results in their career