Position Overview / Purpose:
The sales manager requires surgical expertise, good product understanding, strong sense of empathy and the continuous development and application of business acumen. The person is responsible for supporting business growth and achievement of target sales by increased engagement with HCP's (Surgeons, Audiologist and therapist), patients and by building advocacy. Build a strong and supportive community of customers and HCPs to create awareness and establish Cochlear as a highly preferred brand when it comes to implantable hearing solutions.
Responsibilities include; achieving the targets sales revenue objectives, developing and maintaining business and clinical relationships, building a robust service business by focusing on customer experience, support and upskill our HCPs and present clinical and business program offerings to them.
Accountabilities:
Accountability 1: Deliver on Customer Experience
- Visit recipients (customers) at their place of residence to learn and understand their hearing journey
- Build a strong relation with the recipients such that one becomes their trusted advisor.
- Drive upgrades and bilateral implants through this channel
- Provide technical and product support for the Cochlear product portfolio. Provide technical and surgical support through a variety of communication vehicles; in person, email, digital, and/or phone. This support may include advising on device programming and candidacy issues, problem solving related to medical/surgical enquires and device trouble shooting
- Establish and provide growth strategies and solutions through key clinical concepts. Provide innovative solutions to sell solutions through education
- Provide surgical support to our professional partners in the OR as an expert of Cochlear, aligned to territory/account sales strategies
Accountability 2: Achieve Sales Targets
- In partnership with the Business Development Manager, implement business and marketing plans to achieve sales targets and revenue objectives for acoustics
- Demonstrate exceptional sales and business acumen to identify market opportunities, competitive positioning, research customer (HCP + end consumer) needs and generate sales/secure orders
- Make presentations regarding products, promotional/public relations, and account plans
- Establish, develop and foster relationships with all relevant HCPs and key people in an account within the territory to ensure Cochlear is the preferred brand
- Build and leverage relationships with current and potential HCP / Account in order to achieve sales targets while delivering high quality of Customer Experience
- Identify new clinical partners to support strategic initiatives
- Ensure that all sales activities within assigned territory/account(s) are conducted in a manner that is fully compliant with Company policy and local laws and regulations
- Provide market intelligence and competitive information, which can be utilised in developing effective ways to approach current and potential customers
- Maintain a completely professional image when representing Cochlear APAC
- Demonstrate and include principles of Value Selling strategic planning and sales
- Partner with the Customer Service and Operations teams to ensure all account requirements, queries and complaints are handled quickly and efficiently
- In collaboration with CI peers in the sale team, develop sales plans and implement sales activities
- Prepare and submit sales reports and sales forecasts on timely basis
Accountability 3: Build and Manage Advocacy
- Maintain CRM system (Salesforce) with appropriate customer data, ensuring the system is updated in real-time with accurate information
- Leverage recipient data to consistently drive volunteer activities based on business needs
- Actively work with recipients to grow and build on advocacy for the territory
- Ensure the satisfaction of new customers to continue the growth of volunteer network
- Partner cross-functionally with key business areas (Marketing) to ensure successful execution of events
- Collaborate with Health Care Professionals (HCPs) to develop and improve the necessary infrastructure to support and build advocacy in the region
- Build and maintain relationships with the volunteer network
- Partner with clinics to open new clinics to help support grow the market
Accountability 4: Customer (HCP) Training
- Monitor and assess the quality of services provided by surgeons, OR teams, audiologist and therapist, and address any training needs or implement interventions to fulfil needs
- Ensure OR staff are trained to support Cochlear surgeries, including the use of BAHA capital equipment and instruments
- Enable the HCPs to know the importance of Early Intervention and are equipped to provide the best outcomes for the customers
Accountability 5: Support ENT surgeons in the OR
- Provide surgical support in the OR for Cochlear procedures during the start-up phase and an on-going basis as necessary
- Monitor and assess quality of services provided by surgeons and O.R. teams, and address any training needs or implement interventions
- Ensure O.R. staff are trained to support Cochlear surgeries, including the use of Baha capital equipment and instruments
- Develop a thorough knowledge of Cochlear acoustics products and a sound knowledge of target customer/patient base, including:
- Cochlear acoustics hearing solutions;
- Patient candidacy criteria;
- Patient referral, selection and evaluation processes
- Surgical, clinical and technical product knowledge
- post implantation best practices
Key Incumbent requirements:
Minimum:
- Bachelor's degree in science (incl. BE(Electronics), BTech, B. Sc.) from a reputable institution
- 5-6 years sales experience in a multinational organisation
- Strong communication (incl. written and spoken English language skills) and relationship building skills
- Ability to work well independently as well as in a team setting whilst working remotely with peers
- Ability to travel up to 60% in the territory
- Demonstrated ability to empathise with and identify specific needs of customers
- Ability to speak and understand local language
- Strong written, verbal and presentation skills
Ideal:
- Master of Business Administration
- Sales experience in the medical devices, implant or ENT surgical solutions industry
- Strong interpersonal skills and professional outlook
- Effective problem solving and troubleshooting skills
- Ability to manage and resolve challenging situations
- Excellent organisational skills and initiative
- Demonstrates sense of urgency and ability to prioritise
Development Value of this role:
- Opportunity to work directly and impact the lives of individuals by helping them hear better
- Opportunity to work with market leader in implantable hearing solutions
- Opportunity to establish strong relationships with leading ENT surgeons and hearing health professionals.
