Career Opportunities at Coloplast - 6 Positions

Your key responsibilities

Kick-off Consumer Marketing plan

• Develop plan and initiate consumer marketing in line with annual business plan priorities
• Lead the thinking around the direction for the company’s consumer marketing journey
• Set clear KPI’s, and deliver against those KPIs
• Engage and collaborate with the Market Managers to ensure BA relevant tactics/content are current and refined for consumer engagements
• Collaborate with Global/EM marketing on campaign optimization and content

Lead the development of consumer-focused content

• Develop locally relevant content for offline and online consumer activations
• Champion and deliver a Coloplast Newsletter/Magazine
• Promote consistency in messaging for one Coloplast voice
• Ensure the Coloplast brand and value proposition is upheld at all times

Drive consumer engagement

• Manage local user communities, networks, and ambassadors
• Initiate new name catching activities (leads generation)
• Execute targeted direct marketing campaigns and activities towards end users
• Facilitate consumer marketing activities i.e. newsletters, sampling and other product/service communication
• Collaborate with Digital/Online Lead for streamlined consumer marketing calendar execution
• Work closely with the Consumer Care Team for effective delivery of the campaign plan
• Map all key processes with a view to establishing smooth workflows across teams
• Work cross-functionally to ensure smooth end-to-end consumer experience
• Track, analyze and improve campaign results

General

• Evolve with the business needs to continuously challenge and optimize the consumer marketing priorities
• Own the relationship with local and global stakeholders to ensure close collaboration for improved commercial outcomes and full transparency between teams

Professional qualifications

We are looking for an operationally strong, consumer focused marketer with a proven track record of implementing local projects and working well within cross functional teams.

• Minimum 3 years within a marketing environment
• Relevant experience in consumer marketing & campaign management is required
• You have a proven track record of delivering against KPI’s
• Strong project management skills and stakeholder management across functions
• Excellent communicator with clear and concise messaging
• Strong ability to internalize the diversity and complexity of the South African market and to identify opportunities based on this
• Ability and willingness to travel 10%

Personal qualifications

• Strong passion for making life easier for people with intimate healthcare needs
• Strong alignment with Coloplast Vision, Mission and values
• Quick learner, intellectual capacity with a high degree of common sense, resourcefulness, and flexibility
• Organized and highly structured with the ability to successfully lead multiple projects and manage deadlines as well as handle ambiguity
• Ability to balance needed attention to detail with a pragmatic view on opportunity, impact and feasibility
• Growth mind-set
• Strong interpersonal skills and ability to interact with different cultures in South Africa
• Team player with a strong “customer/service” orientation

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Your key responsibilities

• Conduct virtual consultation for clinical recommendations
• Provide services as required at the office-based clinic
• Provide education on ostomy and continence products, and care routines to current and potential users
• Refer face-to-face consultations to Coloplast nurses
• Support case management with renewal of scripts and updated PMB forms
• Provide marketing team with relevant insights learned from consumer interactions
• Review clinical competencies of the consumer team and support upskilling accordingly
• Define escalation protocols and other key tools for improved value proposition to users

Professional qualifications

• We are looking for a consumer-centric nurse who enjoys working in a call centre environment
• Registered Nurse with a bachelor’s degree
• Working experience in medical trainings – in pharma, healthcare, or medical devices – is advantageous
• Must permanently reside in or near Johannesburg

Personal characteristics

• Strong passion for making life easier for people with intimate healthcare needs
• Strong alignment with Coloplast Vision, Mission and values
• Strong interpersonal skills and ability to interact with different cultures in South Africa
• Team player with a strong “customer/service” orientation
• Structured with strong attention to detail
• Impactful and persuasive communication
• Must be self-driven and self-motivated

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The successful candidate will be responsible for achieving territory sales objectives through field-based selling activities which include cultivating business partnerships with key decision makers, product in-services, and driving market share and sales growth. Targets customers by selling and servicing a portfolio of Ostomy appliances.

Key responsibilities and Professional qualifications

• Minimum 3 years demonstrated successful sales experience (medical field strongly preferred).
• A self-motivated, passionate and driven individual, capable of working independently and who is also a team player.
• Proficient in Microsoft Office applications including Word, Excel, PowerPoint and CRM
• Demonstrates effective time and territory management skills.
• Effective written and oral communication capabilities
• Strong interpersonal and relationship building skills.

Personal qualifications

• Achieve increased sales and market share.
• Maintain and defend sales within territory.
• Achieve the activity and sales targets specified for this role ensuring highly effective use of our great partnership selling model.
• Promote and differentiate our company through the total value proposition offered, demonstrated for instance through audits and education.
• Work with the Regional Sales Manager to execute the business plan. Plan for the monthly business reviews through assessing sales data and metrics. Chair the meeting and be an active player in driving the effectiveness of the review and ensuring follow up on actions.
• Maintain a good awareness of competitor activity within the industry and territory, anticipating issues and opportunities, responding in a timely manner as required.
• Ensure accurate administration and record keeping, for example, maintenance of customer databases and records, progress notes and customer follow up.
• Ensure a great working knowledge of Hospitals, PNP’s and Distributors within territory, understanding their priorities and how they manage accounts.
• Trustworthy with a passion to understand your customer’s needs and deliver solutions through partnerships.
• Strong interpersonal and relationship building skills.
• Business acumen; demonstrates good commercial awareness.
• Demonstrate effective time and territory management skills.
• Excellent communicator with the ability to communicate with impact.
• Positive and energetic approach to delivering targets with high levels of personal accountability.
• Successful field sales experience (preferred)
• Full driving licence

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Consumer Sales Lead (Call-Centre)

Responsible for the tactical & operational management of the in-office Consumer Sales department, ensuring proper execution of our Patient Support Programs and Partnership Sales Model. This role will proactively manage the day-to-day operations of the team, ensuring compliance with all procedures. Through talent management, excellent execution and continuous improvement you will ensure that goals are met. Additionally, you’ll be directly responsible for the management, performance and daily support of direct reports within the Consumer Sales team, acting as the key driver for performance and overall development of the team.

You will be part of the Coloplast South Africa Team and report to the Head of Direct Operations.

Your key responsibilities will be

• Daily management of Consumer Sales team
• Conduct team meetings and one on one dialogue, which support the professional development of the team as well as fostering a productive learning environment
• Monitor, measure, manage, coach and motivate team members to effectively engage with consumers and other stakeholders with whom the team interacts
• Responsible for managing the implementation of all Consumer Sales processes, ensuring alignment, education, efficiency and compliance at all times
• Ensure team members are immediately informed of, and held accountable for, new products, processes, and procedures so they can better serve consumers
• Responsible for quality assurance procedures and monitors team phone calls to ensure high level of knowledge, skills and abilities; adherence to all relevant internal and external legislation and guidelines
• Ensures optimal utilization and innovative use of the Coloplast systems landscape in the Team
• Continually strive to develop, update and streamline operations, ensure alignment with general policies and procedures of overall Consumer organization, as well as grow our business in line with out our mission, values and vision
• Engage in cross functional coordination and capacity planning
• Proactively seeks opportunities in the development, implementation, and ongoing maintenance of strong sales models as well as approaches to support our consumer experience

Professional qualifications

• At least 3 years of management / supervision experience in an internal sales environment
• Proven track record and experience in a consumer (business to consumer) focused environment, preferably a call centre
• Successful track record of developing a high performing team(s), including the use of ongoing effective coaching techniques
• Tertiary qualification is an advantage
• Previous experience in the Health Care industry is an advantage

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The Consumer Services Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes, enrolments of consumers and all related reporting and reconciliations, sales orders process, issuing return authorizations, billing reconciliations, answering questions on products and/or services, and forwarding sales leads to the appropriate salesperson. Deals with all quotations submitted and ensures timeous completion, reporting and analysis of quotations as required.

You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

Your key responsibilities will be

• Responsible for the Direct-to-Consumer order process with a 98% SLA on OTIF.
• Answers incoming phone calls from customers/stakeholders and perform duties including capturing sales orders, resolving consumer queries, answer questions on products and/or services
• Outbound calls to consumers to confirm monthly orders and products
• Responsible for the conversion of leads within SLA and verification of all mandatory customer masterdata and documents
• Ensuring all email queries are actioned within 48 hours
• Ensure that all changes to masterdata are updated in the CRM system timeously and that masterdata is complete and accurate at all times
• Log consumer complaints in the CRM system timeously
• Ensure that all consumer interactions are recorded in the CRM system as per SOP
• Asking insightful questions that get to the root cause of the consumer’s query
• Consumer sales activities
• Any other customer service-related tasks as requested

Professional qualifications

We are looking for an experienced, Consumer Service Specialist with a proven track record in delivering excellent consumer service while adhering to policies and processes.

• 2+ years’ experience as a Customer / Consumer Service Representative
• Ability to communicate confidently with customers in spoken and written English
• Customer advocacy, empathy, and keen attention to detail
• Strong ability to internalize the diversity and complexity of SA markets and to identify opportunities based on this
• Good interpersonal skills and ability to engage with different cultures in the SA

Personal qualifications

• Lives up to Coloplast Leadership Principles:
• Set high ambitions and challenge your team
• Be open and honest about performance
• Show visible and decisive leadership
• Focus teams on delivering business results
• High integrity and ethical behaviour
• Passionate about Coloplast Mission, Vision and Values

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As a registered nurse, this individual is responsible for continence care which incorporates education and training of patients with bladder needs

Major Areas of Accountability

Represent Coloplast as a Clinical Expert

• Maintain professional credentials and education to maintain status as a clinical expert through board certification as a nurse
• Act as a clinical liaison to new continence patients with regards to intermittent catherization at home and at healthcare facilities
• Support nursing team with clinical understanding of urinary systems.
• Assist with training and upskilling of hospital staff that may be instrumental to patient management going forward:
• In-service ward training
• Formal training workshops
• Comply to business processes of patient enrollments for case management and DTC
• Escalate queries related to nursing service to the Continence Team Lead
• Provide training and support service for sales developers in continence care as listed below but not limited to:
• Co-visits with sales developers to gain access into accounts
• Support new product launches
• Mentor and train sales developers on request from management

Meetings, Monthly Reports and Feedback

• Complete monthly CMS report and validate against the NPE business report
• Complete monthly PCR report
• Adhere to business process for Salesforce
• Support and present at chapter meetings and journal clubs
• Join monthly nurses meeting in collaboration with the Continence Team Lead
• Provide monthly field intelligence feedback to the Continence Team Lead

Essential Qualifications

• Registered Professional nurse with SANC
• 5+ years’ experience in a clinical setting working with patients and/or end users
• Sound clinical knowledge of the function of urinary systems

Required Knowledge, Skills and Abilities

• Ability to read, analyse and interpret clinical publications.
• Proven success with organization and time management skills.
• Proficient in Microsoft Office Excel, Word, and PowerPoint.
• Ability to tailor training and education to serve many audiences.
• High attention to clinical outcome and follow-through.
• The ability to prioritize multiple tasks to support internal nurses as well as end users.
• Must be self-driven with the ability to work independently.