Customer Performance Lead

• Sales performance measurement: Setting and managing the frontline field sales performance measurement frameworks that keep our teams aligned with customer engagement goals, and implementing the systems that evaluate sales efforts across lead conversion rates, customer acquisition costs and sales volume.
• Commercial excellence: Designing and managing incentive programmes that drive optimal sales performance and customer engagement in line with Global and Regional guardrails, establishing and clearly communicating commercial excellence performance criteria to foster accountability and motivation across sales teams, and shaping engagement plans across all channels so sales teams and channel leads have clear customer targets aligned to the customer engagement strategy.
• Performance monitoring and analysis: Developing and implementing the KPIs that measure the success of our customer engagement initiatives and align them with UK business objectives, while continuously monitoring engagement metrics – customer feedback, behaviour patterns and interaction history – to assess the effectiveness of our strategies.
• Channel and data insights: Tracking performance across commercial, digital and medical channels, partnering with Customer Engagement Leads to embed customer profiling, tagging and segmentation in our internal systems, and using advanced analytics to surface trends, opportunities and clear recommendations for action.
• Testing and optimisation: Designing and running A/B tests and other experimentation methodologies to evaluate the impact of engagement and sales tactics, and translating the results into sharper strategies and confident recommendations for UK leadership.
• Technology and collaboration: Partnering with the Data & AI Strategy Lead to inform future data capabilities, leveraging CRM tools and analytics platforms such as Tableau and Power BI, and working hand-in-hand with Marketing, Sales, Medical Affairs, Finance and Regional Managers to align performance frameworks with wider business priorities.
• Coaching and culture: Championing a culture of data-driven decision-making and continuous improvement by coaching colleagues on performance measurement best practices, sharing insights across teams and embedding accountability for results.

• A minimum of 5 years' experience in commercial excellence, ideally within pharmaceuticals, healthcare or another regulated, customer-led industry
• A Bachelor's degree in Marketing, Business Administration, Data Analytics or a related field
• Proven experience setting and managing performance measurement systems across customer engagement, sales and multi-channel initiatives, with strong analytical skills and the ability to convert insights into action
• Hands-on experience with CRM systems, analytics tools and data visualisation software such as Tableau or Power BI; familiarity with performance measurement methodologies across digital, commercial and medical channels is a plus
• Excellent communication and interpersonal skills, with the confidence to engage senior stakeholders and influence cross-functional teams including Sales, Marketing, Medical Affairs, Finance and Communications