Director, Virtual Engagement Solutions, Asia RLM

Responsibilities may include the following and other duties may be assigned.

The role will lead the deployment and performance of new sales, service and support channels such as

In particular, the role will guide the deployment of the Remote Sales strategy, identifying opportunities for the businesses, deploying playbooks, training, sales productivity tools, and performance management reports, supporting local VES teams and the sales organizations to effectively setup and deploy the channel. The Role will lead opportunity-management and lead generation initiatives, in collaboration with digital marketing and SME teams, to ultimately drive accelerated performance.

Responsibilities will also involve leading deployment strategy and effective launch execution of the E-Commerce platforms, for direct and indirect market, supporting strategy definition, target setting, tools and training where applicable, leveraging VES, field teams and Customer Service coordinated around one transformation strategy.

Additionally, the role will drive deployment of Remote Technical Support solutions (OR case support, programming, training and proctoring), defining the right strategy, setting targets, supporting countries with accounts targeting and onboarding, to ultimately convert cases and drive productivity of TC teams. The role will provide actionable leading indicators to the business and engage businesses on NPS results and drive local tactical programs. This will require maintenance on CRM system and ensuring contact data quality.

The role will work in close collaboration with VP Asia RLM, Asia RLM Leadership Team, country commercial teams and other enablers, as well as other regional VES leaders, Channel Innovation Director, to continuously drive innovation, anticipate needs, and provide solid support to regional growth.

A strong vision for digitalization, matched with a solid operating mechanism will be key for success.

JOB DUTIES/RESPONSIBILITIES:

The following responsibilities apply for Remote Sales, E-Commerce, Remote technical Support and Omni Channel

In addition to the above, the follow job responsibilities will apply

specifically into each area :

PEOPLE MANAGEMENT FUNCTIONAL CAREER STREAM: Management and supervisory professionals with one or more employees who are focused on tactical, operational and some strategic activities within a specified area. Levels within the management career stream typically have six or more direct reports. The majority of time is spent overseeing their area of responsibility, managing performance, developing talent, engagement and inclusion, communicating business and operational developments, planning, prioritizing and / or directing the responsibilities of direct reports. Goal achievement is typically accomplished through performance of direct and / or indirect reports. A key responsibility of roles in this career stream is managing people. which includes: accountability for mentoring, developing and coaching staff on meeting/exceeding performance expectations and defined objectives, providing leadership to staff ensuring the prioritization of strategic and department level initiatives to include defining performance goals and targets, conducting performance reviews, and staff 1:1s to guide performance management and employee development efforts and manage toward departmental goals.

DIFFERENTIATING FACTORS

Autonomy: Manages department (s) or small unit that includes multiple teams led by managers and / or supervisors.
Provides motivational leadership for the area managed.
Provides thought and technical leadership.
Performs work without appreciable direction.

Organizational Impact: Leads the development of the strategy for own department or business area, ensuring links to the company s aims and objectives.
Management authority to make large business decisions and some strategic decisions.
Decisions impact the financial performance, employees, or public image of the operational unit and/or company.
Typically has budget or P&L accountability for a department, broad functional area or geography.

Innovation and Complexity: Drives innovation across the business area, encouraging best practice and knowledge sharing.
Significantly improves, changes or adapts own department or business area s processes, systems, products or services.
Problems and issues faced are complex, difficult and undefined, and require detailed information gathering, analysis and investigation to understand the problem.

Communication and Influence: Develops long term strategic relationships and alliances with key internal and external stakeholders.
Communicates and conducts briefings with senior or executive leadership regarding ongoing operations and strategic initiatives.
Influences across functions and businesses to negotiate and gain cooperation on operational issues and internal divergent objectives.

Leadership and Talent Management: Directs and leads a department, broad functional area or geography, including one or more teams led by managers and / or supervisors.
Determines supervisory relationships, and creates workforce and staffing plans to accomplish business results.
Authorizes hiring, firing, promotion and reward within own area.

Required Knowledge and Experience: Requires broad management and leadership knowledge to lead multiple job areas, and detailed functional and operational expertise.
Typically has mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.
Requires B.Sc./B.Tech. degree; MBA preferred

Experience: 15+ years in commercial functions, 2-3 years within business units (field or regional); Inside sales Background required, Medical Device or Pharma background is a must.