Shire Customer Excellence Manager in Moscow office, Russia

Primary Role

Reporting to the General Manager Russia, the primary role of the Customer Excellence Manager is improving the efficiency and effectiveness of customer interaction through collaboration with commercial organization, driving and managing SFKPIs and in the field observation in order to optimize business performance as well as contributing into business planning including but not limited to portfolio & pipeline optimization, organizational structuring, sizing, and resource optimization


30% - Driving and/or supporting all processes related to customer excellence (customer strategy, resource optimization, customer segmentation, territory alignment, sales force effectiveness, performance monitoring, incentive system) for all Shire franchises

30% - Monitoring competitive landscape and customer needs in the country by driving sales excellence, customer insights and data & systems management (CRM)

10% - Works as a strategic partner to franchise heads to coordinate the delivery of sales and marketing strategies on the field operations through periodic meetings, on the field operations and strong internal partnerships

10% - Contributing in to country short-medium-long term business planning and performance management at franchise and country level as well as providing sales & marketing leadership analytics that identify potential opportunity and risks to sales & marketing effectiveness

10% - Contributing into marketing & sales programs and processes to improve understanding of customers, competitors and market

10% - Maintaining and increasing effectiveness of reporting and decision support systems; developing new systems to improve operational performance monitoring

Education & Experience Requirements


  • A Bachelor’s degree in Business Management, Finance, Economics or related subject is required.

  • Total 7+ years experience in Business Excellence, Business Development, Marketing & Sales

  • Strong analytical skills with the capability to appropriately define issues, questions and data; to perform accurate analysis (correctly calculated numbers, accurate graphs); to cross-check data and assumptions; to document and establish data trails; and to think creatively about different ways to analyze data and information.

  • Strong knowledge of the pharmaceutical marketing and sales process

  • Ability to work well with others

  • Strong proficiency in Microsoft Excel and Power Point

  • Experience in the pharmaceutical or biotech industry


  • Experience in medium-large size pharma integration, restructuring and change management projects

  • Experience in CRM implementation

  • Experience of design and implementation of business analytics systems.

Key Skills and Competencies

Living our leadership behaviors is a basic expectation for all Shire employees. Shire expects all employees to embody the following:

Leadership Behaviors

  • Be Positive

  • Be Accountable

  • Be Results Oriented

  • Be An Excellent Manager of Self and Others

  • Self-starter and able to self-direct

  • Well organized

  • Excellent presentation skills

  • Demonstrated ability to work with organizational decision makers

  • Demonstrated competence in several disease areas

  • Ability to work from an initial project brief, through to delivery and measurement of training interventions. (project management)

  • Demonstrates good communication skills (written, verbal, and facilitation)

  • Able to initiate and build motivational working relationships

  • Competent computer skills, with some knowledge of e-learning and web-based learning systems

  • Demonstrated ability to develop and implement strategic relationships and concepts with senior managers

  • Demonstrated ability to influence and convince internal customers.

Internal and External Contacts

Internal Contacts

  • Commercial team (Patient Services Lead, Training Lead, Events Lead)

  • Other Countries CFE teams (reporting under Commercial Operations Team)

  • Global / Regional CFE teams

  • Country Franchise Heads/Marketing Team/Business Leaders/Account Leaders

  • Medical, Market Access, Finance and Regulatory

External Contacs

  • Service Providers and Consultants

Other Requirements

Roughly 20% regional and global travel as required supporting Shire’s current and emerging local footprint. Duties will sometimes call for early or late meetings.

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.