The Prestige Pharmacy Business Operation Manager (PBO Mgr) will maximize sales, visibility, and assortment of products in the Prestige Pharmacy cluster. The PBO Mgr shall coordinate a group of Brand Ambassadors, plan and organize events and visits within the cluster. He/she will drive continuous improvement in service delivery to enhance customer experience.
Roles & Responsibilities and Main Objectives
1. Design and implement processes for the Prestige Pharmacy Business to accelerate and improve Minerva strategy execution through Brand Ambassador involvement.
2. Coordinate Brand Ambassadors' Collagen Day Event in the Prestige Pharmacy cluster, managing bookings, confirmations, rescheduling, and cancellations.
3. Coordinate Brand Ambassadors' visits to pharmacies, managing bookings, confirmations, rescheduling, and cancellations.
4. Coordinate own visits and regular calls with the Prestige Pharmacy cluster (travel ratio about 20-30% of working time).
5. Validate on the CRM platform and control all promotion and sales reports concerning each collagen day event carried out across the cluster to calculate and authorize rebates.
6. Manage CRM platform (Salesforce), ensuring accurate and up-to-date information on pharmacies, events, and BA surveys.
7. Handle support requests from the field (pharmacies, distributor, sales agents) promptly and effectively.
8. Harmonize relationships with key distributor stakeholders.
9. Lead strategies to enhance customer relationships, ensuring high satisfaction levels among pharmacies and sales agents.
10. Engage with pharmacy managers/staff to gather feedback about events and implement initiatives for successful on-site promotional activities.
11. Engage with pharmacy staff to accelerate online training initiatives.
12. Facilitate creation and analysis of visit reports, identifying areas for improvement and successful engagement strategies.
13. Develop and implement policies and procedures to improve efficiency, compliance, and quality of interactions between Brand Ambassadors and pharmacies.
14. Monitor performance metrics, prepare reports for senior management, and recommend continuous improvement strategies.
15. Coordinate distribution of marketing/visibility materials in the cluster.
16. Coordinate Brand Ambassadors' instruments (including Dermalab Instrument Device maintenance/replacements/repairs) and marketing materials/products for activities/events.
17. Collaborate with the digital development team to enhance CRM system functionality and online tools based on user feedback and data.
18. Organize training sessions for new Brand Ambassadors.
Expected Attitude
The professional attitude required includes:
1. Organizational and Coordination Skills: Effectively coordinating Brand Ambassadors and communicating with pharmacies for scheduling activities.
2. Customer Focus: Understanding pharmacies’ needs and ensuring promotional services meet expectations in sales, communication, and customer interaction quality.
3. Collaboration and Teamwork.
4. Communication Skills: Clear and effective written and verbal communication.
5. Computer skills and passion for leveraging technology to drive success.
6. Analytical Thinking: Ability to analyze data, interpret results, and make informed decisions.
Key Performance Metrics
1. Sales, Visibility, and Assortment in the cluster, including ratios related to sales activities, conversion rates, and growth in promotional visits.
2. Operational Efficiency, including visit scheduling efficiency, database accuracy, and report submission timeliness.
3. Customer Satisfaction, measured through CSAT scores and issue resolution times.
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