Shire Head of Customer Excellence & Patient Services in Istanbul, Turkey

Customer facing Excellence

  • Collaborate with Franchise Leads and GM to drive excellence in CRM usage, Incentive planning, Cycle planning, Account planning and, monitor through agreed KPIs and provide insights on effectiveness

  • Drive account planning and review process securing cross-functional alignment

  • Work with Franchise Leads and GM to develop aligned cycle customer targeting guidance and operational call plans, provide insights on field based employee activity relating to agreed KPIs supporting execution of brand strategies.

  • Direct the development and efficacy of incentive plans that support brand priorities, secure salesforce motivation and compliance

  • Ensure effective set up and promote use of ONECRM by field based employees ensuring accuracy of data and the development of the platform through active participation in relevant international forae.

  • Drive Customer and Patient Centric mind-set within the LOC and Region

  • Learning & Development

  • Embed the Shire Academy thereby driving excellence in Disease area, Product Competitor and Campaign knowledge, best in class business processes and ensuring implementation of core interpersonal skills

  • Develop a coaching mind-set across management ensuring optimum use of the ROFL platform

  • Understand the training needs of the commercial organization and recommend learning/coaching interventions or solution.

  • Review and evaluate the effectiveness of training programs and ROI.

  • Patient Diagnostics & Personalised Care

  • Develop programs aligned with the brand strategy and blueprints and implement best-in class patient support programs utilising Shire best practice processes of Patient Journey

  • Work with Compliance, Legal, Regulatory when creating services.

  • Drive Patient Diagnostics excellence,

  • Analyse and improve patient management after diagnosis

  • Create and deliver plans with Franchise leads to expand patient support programs

  • Develop and track agreed KPIs associated with patient support.

  • Business Expansion & Distributor Contracts

  • Support the country set up associated with product launches and geographic expansion, ensuring correct salesforce sizes for country portfolio

  • Meeting and Events

  • Manage efficient use of Event Management resource to support administration and set up of national events, invitation to congresses, P2P meetings

Overall accountable for refining local and International initiatives so they can be effectively executed in the country to enhance and sustain growth

Notice to Employment / Recruitment Agents:

Employment / Recruitment agents may only submit candidates for vacancies only if they have written authorization to do so from Shire’s Talent Acquisition department. Any agency candidate submission may only be submitted to positions opened to the agency through the specific Agency Portal. Shire will only pay a fee for candidates submitted or presented where there is a fully executed contract in place between the Employment / Recruitment agents and Shire and only if the candidate is submitted via the Agency Portal. Candidates submitted or presented by Employment / Recruitment Agents without a fully executed contract or submitted through this site shall not be deemed to form part of any Engagement for which the Agency may claim remuneration.

Shire is the leading global biotechnology company focused on serving people with rare diseases and other highly specialized conditions. We strive to develop best-in-class products, many of which are available in more than 100 countries, across core therapeutic areas including Hematology, Immunology, Neuroscience, Ophthalmics, Lysosomal Storage Disorders, Gastrointestinal/Internal Medicine/Endocrine and Hereditary Angioedema; and a growing franchise in Oncology.

Our employees come to work every day with a shared mission: to develop and deliver breakthrough therapies for the hundreds of millions of people in the world affected by rare diseases and other high-need conditions, and who lack effective therapies to live their lives to the fullest.