Commerical Operations Lead

Job Summary:

The Commercial Operations Lead is responsible for developing, implementing, and continuously improving commercial strategies, systems, and processes to maximize field force productivity and revenue growth. Operating at the intersection of sales, marketing, and data analytics, this role will drive data-driven decision-making across three core pillars:

• Sales Force Effectiveness (SFE): Optimize sales force planning, territory management, target setting, incentive compensation schemes, and CRM utilization to maximize field productivity and capability.
• Multi-Channel Engagement (MCE): Spearhead MCE strategies to effectively target and engage Healthcare Professionals (HCPs) across traditional and digital channels.

Business Analytics & Insights: Translate complex commercial data into actionable insights and strategic recommendations to elevate overall commercial performance.

Key responsibilities:

Sales Force Performance Management

• Develop and monitor KPIs and sales force performance metrics.
• Conduct performance analysis and provide recommendations to improve sales productivity.
• Support management decision-making through performance reviews and insights.

Multi-Channel Engagement (MCE) & Digital Operations

• Develop and drive MCE strategies to effectively engage Healthcare Professionals (HCPs) across omnichannel touchpoints (e.g., face-to-face, remote detailing, email, webinars, digital portals).
• Content & Campaign Management: Collaborate with marketing and medical teams to deploy targeted digital campaigns, personalized customer journeys, and content libraries within CRM/CLM (Closed-Loop Marketing) systems.
• Analytics & Optimization: Track, measure, and analyze MCE campaign performance, channel mix effectiveness, and HCP engagement metrics to optimize resource allocation and digital impact.
• Field Empowerment: Train and enable the sales force on MCE tools, remote engagement techniques, and digital best practices to elevate overall customer interaction quality.

Sales Target, Segmentation & Territory Management

• Lead sales target allocation processes.
• Drive customer segmentation and targeting strategies.
• Design and optimize sales territories, sales force sizing, and deployment models.
• Evaluate territory effectiveness and recommend resource reallocation when required.

Incentive Compensation Management

• Design and administer incentive schemes.
• Manage incentive calculations and validations.
• Evaluate incentive effectiveness and recommend improvements.

Business Analytics & CRM Excellence

• Manage CRM platforms, data governance, and commercial reporting tools.
• Develop dashboards and management reports using IQVIA, CRM, ERP, and internal data sources.
• Generate actionable market, customer, and sales insights to support strategic decisions.
• Drive CRM adoption and data quality improvement.

Commercial Excellence & Business Transformation

• Lead commercial excellence projects and process improvement initiatives.
• Support forecasting, business planning, and resource optimization.

Collaborate with Sales, Marketing, Finance, and regional stakeholders to drive business performance.

Qualifications & Requirements:

Education & Experience

• Bachelor's degree or above in Business Administration, Pharmacy, Economics, Statistics, Data Analytics, or a related field.
• 5-8 years of experience in the Pharmaceutical or Healthcare industry, including at least 3 years in Sales Force Effectiveness (SFE), Commercial Excellence, Sales Operations, Business Intelligence, or Business Analytics.
• Experience with IQVIA and other pharmaceutical market data sources is highly preferred.
• Experience in a growing or newly established affiliate environment is a strong advantage.

Job Expertise

• Hands-on experience managing pharmaceutical CRM systems (e.g., Veeva, Salesforce, Mobile Intelligence), including master data management and data governance.
• Strong expertise in segmentation & targeting, territory alignment, sales force sizing, and incentive scheme design.
• Advanced proficiency in Excel, Power BI (data modelling, DAX, dashboard development), and SQL.
• Strong understanding of the Vietnam pharmaceutical market across Hospital, ETC, and Retail channels.
• Ability to translate complex data into actionable business insights and recommendations for senior leadership.
• Proven experience leading cross-functional projects and driving commercial effectiveness initiatives.

Communication & Language

• Strong presentation and communication skills, with experience presenting business insights and recommendations to General Managers, Commercial Directors, and Regional Leadership teams.
• Fluency in Vietnamese and strong English communication skills, both written and spoken.

Behavioral Competencies

• Strong analytical thinking and problem-solving skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• High level of integrity and professionalism when handling confidential commercial and incentive data.
• Strong stakeholder management and collaboration skills.
• Self-driven, proactive, and results-oriented with a continuous improvement mindset.