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- Tasks: Engage with healthcare professionals to enhance their experience through personalised interactions.
- Company: Join Daiichi Sankyo, a global leader in innovative healthcare with over 120 years of experience.
- Benefits: Enjoy flexible working options and a supportive corporate culture focused on growth and innovation.
- Why this job: Make a real impact in patient care while developing valuable skills in a dynamic environment.
- Qualifications: ABPI qualified with strong relationship-building and data insight skills required.
- Other info: This role offers a unique opportunity to work across various channels and collaborate with diverse teams.
The predicted salary is between 36000 - 60000 £ per year.
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Customer Experience Specialist – South East London
Date: 6 Aug 2025
Location: Uxbridge , United Kingdom, UB8 1DH
Passion for Innovation. Compassion for Patients.
With over 120 years of experience and approximately 19,000 employees in more than 30 countries/regions, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world.
In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life.
In Oncology, we are driving innovation in solid tumours and blood cancers, founded on breakthrough science from our own labs in Japan. We aspire to create better tomorrows for people living with cancer and their loved ones.
Our European headquarters are in Munich, Germany, and we have affiliates in 15 European countries and Canada.
Customer Experience Specialist – South East London
Field Based
Purpose: A promotional key account management role to orchestrate customer experience and act as the primary point of contact for a set of Healthcare Professionals (HCPs) across primary and secondary care.
Delivers personalised customer experience based on data insight through customer journeys that are integrated across multiple channels as well as functions.
Roles and Responsibilities:
- Uses an omnichannel approach, to engage with customers assigned to them as the primary point of contact through different (omni) channels, including in-person and remote interactions.
- Coordinates appropriate touchpoints with the customer assigned to them as primary point of contact. Utilising agile marketing campaigns, via symposia, face to face visits, virtual calls, or meetings. Tailors messages, utilising data insights, networks and relationships to provide a personalized experience.
- Collaborates effectively with different functions (medical, market access, analytics etc.,) to ensure an optimised customer experience.
- Proactively drives insights exchange between the field and office-based roles.
- Builds value-oriented relationships with HCPs and develops deep understanding of their needs.
- Monitors accounts to have 360°view (incl. environmental overview, sales data, market share, last activity, email responses).
- Feeds data back to the Advanced Analytics team through various tools, including the Customer Relationship Management (CRM) system in a timely and compliant manner.
- Co-create and lead the implementation of account plans and review progress by setting milestones and KPI’s,
- Continually reviews performance of customer engagement and assesses priorities based on data insights.
- Report Adverse Events (AEs) by following defined processes.
- Send medical information queries to the Medical Science Liaison team within appropriate timescales.
- Adherence to all Daiichi Sankyo standard operating procedures with high levels of compliance and integrity.
- Sales target (territory level)
- Customer journeys in the CRM
- Customer satisfaction measurements e.g. NPS, CES.
Skills Required:
Technical and additional requirements
- Distinct knowledge of local network, their decision-processes/ structures
- Advanced ability to identify and map customers and their respective influence maps within your ICS and territory
- Experience using data insights to decide next actions to enhance customer experience
- Ability to deliver scientific content
- ABPI Qualified and thorough knowledge of the ABPI code of practice
- Excellent relationship building skills
- Excellent team collaboration skills
Mindset & Behaviours
- Be inclusive and embrace diversity
- Develop & Grow,
- Highly engaging with customers
- Happy to take the initiative to try new things, learning and improving constantly (both successes and failures)
- Integrity and compliance mindset
- Focused on and curious about customer needs
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Customer Experience Specialist - South East London employer: Daiichi Sankyo
Contact Detail:
Daiichi Sankyo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist - South East London
✨Tip Number 1
Familiarise yourself with the healthcare landscape in South East London. Understanding the local networks and decision-making processes will give you an edge when engaging with Healthcare Professionals (HCPs). This knowledge can help you tailor your approach and build stronger relationships.
✨Tip Number 2
Leverage your data insight skills to demonstrate how you can enhance customer experiences. Be prepared to discuss specific examples of how you've used data to inform your strategies in previous roles, as this aligns closely with the responsibilities of the Customer Experience Specialist.
✨Tip Number 3
Showcase your ability to collaborate across functions. Highlight any past experiences where you've worked with medical, market access, or analytics teams to improve customer engagement. This will illustrate your capability to work effectively within a multidisciplinary environment.
✨Tip Number 4
Prepare to discuss your approach to building value-oriented relationships with HCPs. Think about how you can demonstrate your understanding of their needs and how you can provide tailored solutions. This will be crucial in showcasing your fit for the role.
We think you need these skills to ace Customer Experience Specialist - South East London
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Customer Experience Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer engagement and relationship management. Use specific examples that demonstrate your ability to deliver personalised customer experiences.
Write a Tailored Cover Letter: In your cover letter, express your passion for innovation and compassion for patients, as highlighted in the job description. Mention your understanding of the healthcare landscape and how you can contribute to enhancing customer experiences.
Highlight Data-Driven Insights: Emphasise your experience with data insights and how you've used them to improve customer interactions in previous roles. This will show your capability to meet the expectations of the role effectively.
How to prepare for a job interview at Daiichi Sankyo
✨Research the Company
Before your interview, take some time to learn about Daiichi Sankyo's mission, values, and recent developments. Understanding their focus on innovation in healthcare will help you align your answers with their goals.
✨Showcase Your Customer Engagement Skills
Prepare examples from your past experiences where you've successfully engaged with customers. Highlight how you tailored your approach based on their needs, as this role requires a personalised customer experience.
✨Familiarise Yourself with Data Insights
Since the role involves using data insights to enhance customer experience, be ready to discuss how you've used data in previous roles. This could include examples of how you monitored customer interactions or adjusted strategies based on feedback.
✨Demonstrate Team Collaboration
This position requires effective collaboration with various functions. Be prepared to share instances where you've worked with cross-functional teams to achieve a common goal, showcasing your ability to build relationships and communicate effectively.
