Fidelia Ibeh
Head of Customer Facing Excellence @Biogen
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WORK HISTORY
Head of Customer Facing Excellence @Biogen
Drive the effectiveness of Biogen’s commercial and medical field force across all therapy areas in the UK & I. Leverage a combination of strategic customer planning, technology advancement, process improvement, and analytics to continuously improve field operations and drive business outcomes. Planning & Execution: • Drive excellence in Strategic Account Planning, including tools and support for the field force as well as best practice sharing across therapy areas. • Develop and implement Targeting & Segmentation process, including channel preference for omnichannel call plans, potential and attitudinal segmentation. • Design Cycle Plans, including customer target reviews and effective target setting, in accordance with key behavioural drivers. • Partner with BU Heads on Incentive Compensation Design, Planning & Monitoring as well as sales target setting, calculation, and payment. • Support the definition of future go-to-market models by conducting field force sizing exercises and territory alignment across the UK & I. Analytics & KPIs: • Lead local Field Force KPI setting and ensure alignment with the affiliate strategic goals and omnichannel priorities. • Support regular business reviews and ad hoc analysis / tracking of Field Team activity, impact to brand performance, sharing insights and providing recommendations to key stakeholders in areas of operational improvement. • Liaise with regional and global counterparts to evaluate and localise frameworks across brands to drive best practice; ensures the continued sharing of insights and adoption of best practices across the regional and global teams. Oversee Veeva CRM, Align, and MDM systems: • Manage the overall CRM governance process, training, and usage of Veeva CRM and Salesforce. • Partner with the global, regional and affiliate IT teams in the implementation and improvement of CRM solutions and new technologies to enhance sales organisation performance.
EDUCATION
Harvard Business School Online
CORe Credential of Readiness
University of Lagos
Master's in Business Administration, Marketing
The George Washington University
Balanced Scorecard Professional™ Certification (BSP), Balanced Score Card Certification
University of Nigeria, Nsukka
Bachelor of Pharmacy (B.Pharm.)
The George Washington University
Balanced Scorecard Master Professional™ Certification (BSMP) , Balanced Scorecard Master Professional
ESCP Business School
Executive Masters in International Business, International Business
SKILLS
ABOUT FIDELIA IBEH
I am an experienced Commercial Business Leader and a Balanced Scorecard Professional™…
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