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Key Customer Manager - Wales & South West Full Time

at Bristol-Myers Squibb in Uxbridge (Published at 06-12-2018)

The Key Customer Manager manages accounts within a defined territory, with responsibility to drive access & demand for Immunosciences across all relevant clinical & payor customers.

This is an exciting opportunity to join the Specialty Business Unit, and specifically the KCM Team involved in Immunosciences.

As the Key Customer Manager you will have total management responsibility for all the accounts on your territory, developing a focused business plan to deliver effective account management that delivers access & clinical demand for key promoted products and indications.

You will need to demonstrate evidence of delivering sales KPIs, securing access in constrained environments & enjoy operating in a demanding, high profile & visible environment.

Purpose of role

  • To ensure the early understanding, acceptance and adoption of assigned brand(s) by engaging and influencing all relevant stakeholders within the NHS including clinical customers, access decision makers and budget influencers
  • To drive sales growth, market access, and advocate development, within priority accounts in order to achieve defined sales targets while meeting the needs of key customers through win-win-win partnerships (health system, patients and BMS)

Scope and scale

  • To be the company point of contact and primary source of expertise for the assigned brand(s)/indication within the defined territory ensuring a favourable local access environment to maximise potential for the business

Key responsibilities / accountabilities

  • Produce short and long-term key account plans in collaboration with the matrix team
  • Implement sales and access elements of the account plan to achieve or exceed sales targets and maximise return on investment (time, resources etc.)
  • Conduct regular progress reviews of the account plan including adherence to defined metrics. and ongoing monitoring of local heath economy
  • Develop appropriate business relationships with prescribing and non-prescribing customers including those involved in patient diagnosis and treatment, budget management, formulary and guideline setting, to drive access and/or uptake of assigned brand(s)/indication
  • Produce, agree and implement bespoke initiatives that drive access and/or uptake of assigned brand(s) by NHS and private providers by aligning the needs of the customer with that of BMS
  • Maintain a high degree of knowledge of the defined therapy areas and NHS policies (local, regional and national)
  • Promote the rational prescribing of assigned brand(s) in the relevant country/countries in concordance with the applicable code of conduct
  • Routinely contribute market intelligence into the brand team

Skills and knowledge

  • Ability to develop and implement short and long-term key account plans that maximise return on investment [Essential]
  • Ability to nurture and maintain positive business relationships with all key stakeholders [Essential]
  • Ability to identify opportunities/challenges from the treatment landscape and external environment on the assigned brand(s) [Essential]
  • Up to date knowledge of the assigned brand(s), disease area, patient pathway/journey and local treatment protocols [Desired]
  • Up to date knowledge of the customer environment including NHS and private budgetary and planning processes [Essential]
  • In-depth knowledge of the NHS and social care structure, customer needs at all appropriate levels (national, regional and local) and priorities of local health economy [Desired]
  • Understand key details of national, regional and local policies relevant to assigned brand(s) and capable of discussing these with internal and external stakeholders [Desired]
  • Understand the roles, responsibilities and priorities of key customers within an account and capable of aligning these to the value of the brand to both the NHS and patients [Essential]
  • Capable of mapping the local and regional funding, clinical and access decision processes and identifying all key stakeholders [Essential]
  • Understands the value that BMS and assigned brand(s) can add to each customer type [Essential]


  • Successful track record as a sales representative/key account manager [Essential]
  • Demonstrated experience of success in key account management and selling to NHS customers at local and / or regional decision making levels [Essential]
  • Collaboration and achieving results as part of a cross-functional team [Essential]
  • Significant experience and proven success within the pharmaceutical industry, including GP sales, hospital sales and access experience [Desired]
  • Strong evidence of negotiation, communication and interpersonal skills [Essential]
  • Dealing with customer objections and real/perceived barriers to implementation of portfolio responsibilities [Essential]
  • Ease at tailoring and flexing customer interactions between a clinical and value based proposition as required [Essential]
  • Ensure resources allocated to sales and access activities are prioritised appropriately and deployed efficiently in line with both brand plan and local business plan [Essential]

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