Customer Engagement Specialist at Bayer , Durban

Customer Engagement Specialist at Bayer , Durban

Customer Engagement Specialist (Pharmaceuticals)

Bayer Pharmaceuticals | Durban, KwaZulu-Natal, South Africa

Functional Area: Commercial & Sales

Employment Type: Regular, Full-time

Reference Code: 840445

Application Period: 28 February – 17 March 2025

About Bayer

At Bayer, we are visionaries driven by the purpose of “Health for all, Hunger for none.” We are committed to solving the world’s toughest challenges through relentless innovation, curiosity, and collaboration. We seek brilliant and diverse minds to build meaningful careers and make a real difference in a community that is constantly expanding its thinking and redefining what is possible.

Job Purpose

The Customer Engagement Specialist serves as the key point of contact between Bayer Pharmaceuticals and Healthcare Professionals (HCPs) within the Primary and Secondary Clinics and Hospitals in the State Sector. The core objective is to strategically increase Bayer product awareness and usage, with a clear focus on meeting the needs of patients and customers. This role requires identifying market opportunities and facilitating the introduction of new products where appropriate.

Key Tasks and Responsibilities

I. Strategic Sales and Business Development

• Planning: Develop, agree upon, and execute strategic business plans to achieve and exceed defined sales targets.

• Coverage: Complete annual and cycle route and call planning to ensure comprehensive customer reach across Primary and Secondary hospitals and clinics in the assigned territory.

• Adoption Drive (Mirena): Present customized strategic business plans and value solutions to Provincial District Heads and Coordinators to secure buy-in for rolling out Mirena insertion training to professional nurses and clinic sisters in respective family planning clinics.

• Adoption Drive (Xarelto): Identify key stakeholders (hospital administrators, procurement officers, HCPs) to drive the uptake of Xarelto in the Public Sector.

II. Customer Engagement and Value Delivery

• Educational Sessions: Conduct educational sessions and training for HCPs on designated brands (e.g., Xarelto’s benefits, indications, and guidelines).

• Relationship Management: Establish and build long-term, trustful relationships with all relevant stakeholders, including physicians, pharmacists, and nurses, to ensure proper usage and adoption of Bayer products.

• Needs Anticipation: Identify and anticipate future customer needs and co-create solutions by mobilizing the appropriate internal resources (e.g., Brand and Customer Lead, MACS, MSL).

• Digital Integration: Utilize digital channels to ensure a holistic customer experience and drive satisfaction through data-driven decisions.

III. Compliance, Reporting, and Cross-Functional Collaboration

• Stock Monitoring: Track and monitor Mirena stock levels at relevant family planning clinics and state depots.

• Supply Chain: Liaise with stakeholders to ensure clinics are equipped with necessary instruments to facilitate successful Mirena insertions and optimize the patient experience.

• Insight Collection: Pro-actively collect and communicate detailed customer insights to the Women’s Health and Cardiorenal Customer Teams to inform promotional campaigns and co-create solutions.

• Reporting: Report on customer engagement activity and update qualitative customer-related information daily in the Customer Relationship Management (CRM) system, Veeva.

• Compliance: Maintain a high degree of knowledge of the defined therapy areas and state sector policies, ensuring adherence to the Local Compliance Code, local laws, and company policies.

Qualifications

• Education: A University Degree is essential. Major in Medical, Pharmacy, or Nursing (e.g., Bachelor of Nursing Science or B.Sc. in Nursing).

• Technical: Computer literate.

Bayer is an Equal Opportunity Employer:

Bayer welcomes applications from all individuals and is committed to treating all applicants fairly and avoiding discrimination based on any unlawful criterion under applicable law.