Customer Excellence Specialist - Italy

Job description

Pleased to meet you, we are Galapagos, a dynamic fast growing Biotech company with offices in Europe in Belgium (Mechelen), the Netherlands (Leiden), Germany (Munich), France (Romainville / Paris), Switzerland (Basel), UK (London), Italy (Milan), Spain (Madrid), the Nordics, Austria (Vienna) and in US (Boston).

We’re in the business of changing lives. In our quest to discover and develop life-improving medicines we go where no one has ever gone before. In every challenge we face, we see new opportunities. We want to challenge the impossible. We need thought leaders and rapid thinkers, entrepreneurs in spirit and status quo-fighters. Collaborative innovators and perseverant idealists. We need the best-in-class. In other words, we need you: The ‘make-it-happeners’.


We are looking for a Customer Excellence Specialist – Italy


Scope of the job:

The Customer Excellence Specialist reports to the Customer Insights & Engagement Lead and supports the Customer Insights & Engagement activities. This role will ensure the pull through & activation of global channels, capabilities, and deliverables, supporting the cross-functional brand team in shaping & executing campaigns & customer journeys. In this role you will be tasked with supporting field team by designing and implementing sales force effectiveness achievements, including sales performance measurement, segmentation and targeting, account planning, incentive calculation, the management of the CRM system and the creation of insights through market analysis.


Your role:

  • Implement and evolve SFE systems such as Veeva CRM & services and performance reports.
  • Develop and drive governance for the usage of Veeva CRM in alignment with other commercial processes.
  • Support the collection of data and analytics from the corporate function to a reporting/analytics tool and evolve systems for services and performance reports.
  • Analyze monthly/quarterly customers data, segmentation, and channels activity data.
  • Support the planning and implementation of sales incentives defining sales target and monitoring.
  • Support implementation of Customer Engagement model, track performance and indicators and identify action plans when appropriate.
  • Analyze customer data to define profiles, preferences, and other insights relevant for channel and brand strategies.
  • Summarize data in KPIs and executive reports maintained and distributed on a regular basis.
  • Use agile methodology to plan, design and run pilots and smart impact measurements.
  • Build digital channels in collaboration with IT and vendors and support the country functional leaders in their usage.

Job requirements

Who are you:

  • At least 3-5 years of experience in biotech-pharma and ideally other regulated industries.
  • Demonstrated track record with SFE matters such as, but not limited to, CRM, SF sizing, territory alignment, targeting & segmentation, and incentive management.
  • Hands-on experience with Veeva CRM packages and knows how to set-up & implement systems across multiple countries to allow a fully integrated multi-channel approach.
  • Proven ability to recognize and interpret business issues/opportunities and recommend solutions through analysis.
  • Experienced in successful cross-functional teamwork.
  • Experience in vendor selection and management.
  • Team player that effectively interacts with cross-functional stakeholders at multiple levels.
  • Strong communication, influencing and presentation skills.
  • Ability to work in a fast pace and growing organization and deliver quick wins as well as future vision and roadmaps.
  • Excellent written and verbal communication skills in Italian and English.


What’s in it for you ?

You will be part of a fast growing and amazing company. As ‘make-it-happener’ you will get all the support you need to make your job successful. At Galapagos we aim to recruit the best people, who stand out among their peers, with integrity and excellent interpersonal and organizational skills. Our employees are the strength behind Galapagos, a highly motivated team, eager to maintain Galapagos’ leading position and achieve breakthroughs in pharmaceutical research. Galapagos offers a competitive remuneration package and a dynamic work environment.


We are Galapagos: together we can make it happen…!