Manager, Sales & Marketing Operations

Job Summary

This role will be remote but highly prefer the candidate lives either in the Phoenix, AZ or Exton, PA location.

In this role, you will be responsible for contributing towards and delivering to the strategy of West's customer relationship management. You will operate with a high degree of autonomy to ensure the effective management of all related areas such as system maintenance, integrity assurance and continuous improvement activities. You will manage the development and execution of a data quality management program to ensure all system data is accurate and also ensure that all data imported from other platforms meets the data quality requirements. As part of the ongoing system management, you will monitor and interpret system performance metrics, troubleshoot user or system issues, build enhancement proposals and gather stakeholder feedback in addition to ensuring appropriate training of all user groups. This role regularly interfaces with West system users, data governance, and Digital and Transformation.

Essential Duties and Responsibilities

• Manage the specialist team for pricing and costing.
• Collaborate with cross-functional stakeholders to align contract process.
• Act as point of contact for ERP system customer master data setup.
• Lead the cost allocation process for annual pricing process.
• Lead and develop a process for data collection for tax credit process.
• Provide support for process improvements to drive efficiencies.
• First point of contact for users to address questions and queries regarding general system functionality, application, performance, troubleshooting and use.
• Manage the training and activities of CRM system in order to ensure rapid and effective support for users
• Coordinate with regional representatives to ensure global running rules are operationally implemented and working effectively. Ensure that local business requirements are identified, reviewed, and accounted for as necessary in the system, processes, and practices while maintaining compliance with global rules.
• Coordinates all CRM configuration updates and enhancements with Digital and Technology (Digital and Transformation).
• Identifies training needs among users and develops training solutions to address these.
• Manage the development and implementation of the Data Quality Management program for the CRM and associated systems.
• Has intense curiosity to identify areas for improvement and develop solutions within CRM through the purposeful and regular monitoring and trend analysis of the key data quality metrics.
• Applies data driven insights to propose corrective and preventative actions (CAPA) to system risks or needs.
• Works with cross-functional business partners to ensure cleanliness and accuracy of commercially relevant data.
• Works in a positive and supportive manner with system stakeholders to ensure timely data clean up and compliance with agreed metrics.
• Develop and manage program dashboards to allow bonus plan participants to have individual real-time visibility of their performance to plan (and may include their historical performance where applicable).
• This role will work with business leadership to develop and implement short-term incentives (SPIFFs) to drive near-term sales priorities.
• Other duties as assigned.

Education

• Bachelor's Degree in Business Administration or Information technology or equivalent experience required

Work Experience

• Minimum 3 years experience required with 5-8 years of experience in Sales, Marketing or Sales Operations experience preferred
• CRM administration, development, and training. required

Preferred Knowledge, Skills and Abilities

• Established analytical skills supported by aptitude in Excel for data analysis and manipulation
• Business acumen in relation to sales and marketing channel processes (Lead Management, Campaign Management, Channel Management, Opportunity Management, Account Management, and Pipeline Management)
• Excellent analytical, project management and communication skills.
• Competent in graphical reporting platforms such as Power BI
• Advanced skills in Microsoft Word, Excel, Outlook, and PowerPoint.
• Should have zeal towards customers experience and continuous improvements.
• Knowledge of security roles and field level security principles and application.
• Able to comply with the company’s safety and quality policies at all times
• Global commercial experience in a matrix organization, preferably in a multi-national manufacturing organization.
• Strong working knowledge of SAP HANA, CRM (i.e., Salesforce) and DocuSign.
• Ability to prepare and present clear and concise information to all levels of management and staff (including effective visual graphics.)
• Driven and accountable self-starter, with ability to identify and communicate priorities, and work independently in a fast-paced industry at a rapidly growing organization.
• Strong organization and detail-oriented skillset, driving towards firm payout deadlines.
• Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
• Able to maintain the highest standards of discretion and confidentiality.

License and Certifications

• Project Management Upon Hire preferred

Travel Requirements

10%: Up to 26 business days per year

Physical Requirements

Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Additional Requirements

• Willingness to work outside of standard business hours to support other global regions as required (20%)
• Understanding of industry structures, business models and competitive dynamics
• Must be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read and write, speak in front of groups, express and exchange ideas, understand direction and adhere to procedures and interpret data, information documents.
• Capable of communicating fact-based go/no-go decisions to large groups in clear, concise, and comprehensive manner
• Self-starter mindset with intellectual curiosity - Desire to learn new ideas, different opinions, and innovative approaches from external and internal sources and to use them to influence future direction
• A strong attention to detail and the ability to view scenarios through the eyes of the end user.
• Comfortable and creative in translating user requirements into tangible system solutions
• Desire to learn and expand business competencies, open to new and different ways of working, and innovative approaches from external and internal sources
• Adept at learning new processes quickly and able to assist the business in understanding changes and transitioning to new processes
• Promotes positive attitude toward new business solutions and demonstrates effective written and verbal communication skills
• Able to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Organizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activities.
• Must be able to multi-task, work under time constraints, problem solve, and prioritize.
• Ability to make independent and sound judgments.
• Observe and interpret situations, analyze and solve problems.

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening. #LI-KR1
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