Client Business Manager

Zuellig Pharma
is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Working Location: Ho Chi Minh City

I. Purpose of the Role:

• Function as the first point of contact managing overall client business relationship, improve the collaboration between Clients & internal depts.
• Lead regular client meetings (QBR's etc.) & cross-functional follow-up of agreed deadlines
• Provide more strategic market insight (eg. monthly client market reports or ad-hoc market intelligence / analysis & etc.) to support client sales development
• Coordinate between two corporations & across their departments, resolve business issues or remove the difficulty in communication & collaboration
• Assistant to Pharmacy Support & Commercialization director in commercial planning (related to field-force, customer & clients) & leading commercialization projects only within the scope of Pharmacy & Wholesaler channel

II. Expectations of the Role:

A) Leading Client Monthly / Quarterly Business Review (QBR):

Brief description:
Arrange meetings, prepare the meeting content (agenda, QBR presentation & etc.), lead the discussions, take meeting minute, distribute & follow up action points completion.

Arrange the meetings:

• Logistic: Coordinate with client key contacts, set up the time, venue & agenda
• Communication: Establish QBR calendar & send invitation (booking MS. Outlook) & communicate any changes to all parties
• Address client requirements prior to meeting: including business & operational queries or any questions on additional business / market analysis, and distribute them to relevant internal depts for preparation

Presentation Preparation:

• Strategic business analysis: Liaise with Business Insight (BI), provide insightful analysis on client sales performance, competition landscape & relevant market trends across therapeutic areas, channels & regions
• On-ground market insight: Working alongside with Business Managers (Hospital & Retail) to further gather market intelligence & other relevant on-ground insights to help our clients improve business performance
• Following up for dept. performance update from Logistic, Customer Service & Finance on the view to improve company's services & client satisfaction
• Overall, accountable for data accuracy, the insightfulness / actionability of market intelligence & responsible for the professional outlook (in term of corporate design, vocabulary, layout, etc.) of the presentations

Facilitate & Lead meeting discussion:

• Play a facilitator role ensuring a productive discussion & a good communication flow during QBR
• Well-manage meeting agenda to achieve setting objectives within time-frame
• Present the QBR if required
• Minute-taking of all key decisions / action points – ensure clarification of 'who / do what / by when' with a high commitment from all participants

Distribute Minutes & follow up Action point completion:

• Accurate distribution to relevant parties, debrief to non-participant action-taker (if required)
• Follow up Action points to completion

B) Key Contact Point for Process Clarification & Collaboration issue resolution

• Playing the coordinator role to connect client depts. to company
• Provide the most up-to-date key contact list of company & Client
• Develop & maintain Client Request Log (which elevated outside of QBR)
• Distribute to relevant depts, communicate the tasks & monitor the progress until completion (in timely & quality manner)
• Initiate & drive the process changes to avoid repeating issues / errors

Other tasks:

• Provide Client satisfaction rating and feedback to relevant departments to implement & ensure their improvement actions
• Actively coordinate with Business Development to help new Client on-board & organize their Orientation with all internal departments
• Actively suggest process adjustment to improve company's services

C) Assist the director to provide client more strategic market insight

• Monthly reports (both standard & client customized): liaise with BI, managing the deadline, ensure data accuracy & answer extensive requirements / questions from our clients
• Improving data alignment: liaise with BI, IT & Master Data team to adjust the mapping of customer, product, therapeutic areas & etc.
• Supporting Trade Infrared:
• Connect Regional Analytic with local clients for potential Trade Infrared purchase
• Liaise with Regional Analytic & BI leveraging QBR meeting to further trigger the client purchase demand toward our chargeable data

D) Commercial planning & Project Lead Commercialization projects – within Retail channels

This position also assists Pharmacy Support & Commercialization director leading cross-functional projects assigned from the director & other commercialization initiatives (within Retail channels) to ensure BUMs focusing on coaching their field-force & dedicating selling time in the market.

The commercial planning tasks can include:

• Retail Business Effectiveness: retail customer classification, field-force call plan optimization, company & client overlapping route-to-market & etc.
• Commercialization IT project: EzRx enhancements (loyalty program tracking, E-invoice implementation, CRM system & etc.)
• Assist the director in customized analysis: for internal presentation / alignment
• Liaise with BI & BUMs to understand Client business strategies, product supply, in order to build effective sales target allocation to our field-force
• Ad-hoc tasks

E) Be the key contact with Regional Client Business Management to:

• Attend monthly regional meeting, update on behalf of company on client business development activities / initiatives
• Update regional directions / strategies to inform, align or implement at local levels
• Adapt regional CBM initiatives, localize & lead the implementation in company
• Coordinate with Business Development to sustain long-term partnership with our clients

F) Performance Weighting

1. QBR (40% weighted):
   % QBR successfully prepared & presented (20%) | % Action points successfully completed (20%)
2. Business Issues resolution (20%)
3. Key Contact Point & Process Clarification with Client, Regional ZP & internal depts (20%)
4. Commercial planning & Project Lead Commercialization projects – within Retail channels (20%)

III. Attributions required:

• University graduate, Preferred in Marketing, Economic or Business Administration
• Oversea Graduate - Master Degree preferred
• Minimum 3 - 5 years at the same level / similar position
• Working experiences working for Pharmaceutical company or Distribution business is a plus
• Strong project management with demonstrated experiences leading cross functional projects
• Well-rounded experiences in both sales, marketing & commercial planning (SFE, Market insight & etc.)
• Strong Strategic Business planning & marketing analysis experiences
• Prefer having experiences in Customer Service & Operation with considerable understanding of Logistic, Operation & Finance process
• Or having solid experiences in Trade Marketing / similar Commercial Planning position
• Strong communication & presentation skill (in English)
• Competent with MS Power-point, Expert in Excel
• Strong Business Analytical Experiences, including analytical skills on graph, chart, market share & trend
• Prefer having experiences in Business Support & Operation with considerable understanding of Logistic, Operation & Finance process
• Capable of working under high pressure
• Comfortable working with senior executives such as CEO and CFO

IV. Why Join Zuellig Pharma:

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.