Customer Engagement Operations Specialist
Location
Maidenhead, Berkshire | United Kingdom
Job description
Customer Engagement Operations Specialist
- Reporting into the Head of Brand Excellence & Customer Engagement Operations
- Based in our offices in Maidenhead with flexible working (3/2 office/remote model)
- Competitive salary, Bonus and benefits.
Objective
CEO specialists work collaboratively with the In-field teams (IFT); Brand teams, medical review and the Office of Ethics and Compliance department (OEC) to support the development and delivery of engaging behavior changing promotional and educational meetings - which meet and exceed the needs of the commercial organisation. The CEO Specialist enables the IFT meeting program through the co-creation, review and approval of commercial infield speaker meetings & interactions with Healthcare Organisations (HCOs) and Healthcare Professionals (HCPs).
Key responsibilities
- Proactively works with TA IFT and Brand team to develop therapy area expertise.
- Keeps up to date with TA changes to, or new, SmPC (Summary of Medicinal Product Characteristics) and PI (Prescribing Information) working closely with the TA Brand Team and medical review Teams.
- Monitors incoming TA meeting requests in SharePoint, reviewing and approving these in accordance with AbbVie Meetings Policy, In-Field Meetings SOP and the ABPI Code. Providing assistance and training to IFTs, as required.
- Carefully reviews all TA meetings and interactions with HCPs, HCOs ensuring that all meeting arrangements, content and logistics are compliant with internal policies, SOPs and the ABPI Code.
- Creates and reviews / approves meeting materials in close collaboration with the IFT Meeting owner, manages Job Bags in promo-mats for promotional presentations and bespoke meeting materials, working in close collaboration with medical review, IFT Meetings Owner, and Speaker for review, feedback and amendments.
- Coordinates and manages logistical meeting arrangements for IFT meetings - including venue booking, speaker engagement and material approvals.
- Prepare contracts and agreements, as required for all meetings, as well as Transfer of Value (ToV) consent to disclose forms (transparency), managing all signatories & appropriate storage for audit purposes.
- Ensure that all post-meeting steps are completed including preparing payment packages, consolidation and dissemination of feedback and implementation of changes as a result.
- Adhere to the “corrective and preventive action” procedure to log any non-conformance.
- Ensures all meetings records are kept up to date to ensure the audit trail is maintained.
- Assess and tier external Speaker payment rates using the AbbVie OEC Fair Market Value tool (FMV).
- Regularly liaise with TA brand team around insights and customer requirements as derived from executing meeting programs - supporting the ongoing development and evolution of customer engagement activities both routinely and as part of the annual tactical planning process.
- Provide training to new employees on the IFT meetings process either as required or as a result of corrective actions associated with non-compliance events.
Qualifications & Experience
- University degree/diploma in life sciences subject or relevant professional experience.
- Experience working with the ABPI Code of Practice, or similar, essential
- Demonstrated ability using outlook, word, excel and Adobe Acrobat (PDF) to at least a beginner level essential
- Experience working within Pharma/Medicine/Healthcare industry desirable
- Experience managing projects and/or organising meetings/events desirable
- Experience using, Promo-Mats, Veeva, SharePoint, or equivalent systems is desirable
- Experience in relevant AbbVie Therapy Areas desirable.
- Excellent organisation and project management skills.
- Self-motivated and able to take initiative and able to problem-solve.
AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.
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