The Director, Commercial Operations has overall responsibility for the management and results of the customer teams for which he/she is responsible. This includes staffing and selection of the customer teams, development of strategic plan, resource allocation decisions, ownership/management of the "customer experience," and accountability of P&L for aggregate assigned customer base. Responsible for the successful pull-through and implementation of the new commercial model transformation (Leads transformation effort).
Recruits, hires, and supervises hiring of top talent to build a high-performing, diverse & customer centric integrated region team.
Sets appropriate expectations and assesses Medical Account Executives and Customer Team Leaders' performance
Rewards and retains team members based on results and by creating an environment supportive of growth and development
Ensure understanding and continually reinforce principles of new commercial model and provide formal and informal feedback to HQ regarding status of implementation
Responsible for leading organizational and cultural transformation associated with new model
Lead annual people management processes for employees (performance management, employee development, compensation & rewards); ensure ongoing feedback & coaching throughout the year to all employees to support achievement of assigned performance objectives.
Together with Medical Group Account managers and Customer Team Managers, prioritizes and allocates human resources across customers/accounts.
Customer Management
Has ultimate responsibility for portfolio of customers and ownership of the "customer experience"
Responsible for Customer Teams delivery of customer experiences that demonstrate value and create trust (as defined by the customer)
Develops business relationships with key customers
Builds and maintains relationships with high-level individuals within key customer organizations; including building relationships with key Thought Leaders to support Advocate Development
Interactions with key customers in order to ensure that customer teams and solutions/services are addressing needs of those accounts/customers.
Serves as resource for Customer Manager & Business Manager in order to foster customer relationship-development, implements an effective customer-centric approach, demonstrates the importance of the customer to Merck.
Facilitates and advocates for ongoing customer interactions with Merck Sr. management
Works closely with Payor counterpart to understand critical Managed Care issues and opportunities and ensures this understanding has been incorporated into customer plans
Collaborates closely with other stakeholders to ensure consistency with customer base (MSPJV/MVD/Hospital)
Business Operations
Leads and sponsors customer teams' transformation to the new commercial model; emphasizes need for change; supports, leads and executes change related to new model objectives.
Has decision rights for resource allocation decisions with input from medical Group Account managers and Customer Team Managers to maximize business outcomes.
Makes local and customized resource allocation decisions to support optimal business results.
Owns the business results for geography and is responsible for defined P&L goals.
Develops strategic plan by integrating information from multiple organization through collaboration with those groups, and sets objectives within context of divisional objectives; monitors and adjusts strategic plan as necessary
Integrates brand and customer strategies into overall strategic plan
Shares and ensures alignment round customer centric vision with large teams, motivating and inspiring every level of employee toward shared goals
Informs and influences the development of national strategies and tactics as a participating member on cross-functional teams
Proactively identifies and creates opportunities to drive business results
Identifies opportunities to maximize business potential by taking into consideration and leveraging payor, patient and HCP interactions and dependencies
Provides input into establishment of annual financial goals for aggregate assigned customer base
Ensures that organization follows policies, business practices, and compliance guidelines
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