Employer Overview
A global healthcare organization specializing in innovative, high-quality, and cost-effective healthcare solutions across international markets. The company combines scientific expertise, commercial excellence, and a strong commitment to quality to improve patient outcomes and healthcare delivery.
Job Summary
We are seeking a strategic and execution-driven Head of Business Support to build and lead the Commercial Excellence and Sales Force Effectiveness (SFE) function from the ground up. This leadership role will transform how commercial performance is planned, measured, and managed by establishing a unified customer and sales data framework, driving CRM adoption, optimizing field force effectiveness, and implementing performance and incentive management standards across multiple business units.
Key Responsibilities
- Build and lead the Business Support function, establishing its operating model, team structure, governance, and performance standards.
- Own the end-to-end Sales Force Effectiveness strategy, including customer universe development, segmentation, targeting, field force sizing, territory design, call-frequency planning, and coverage optimization.
- Lead the development of a reliable, unified customer and sales data framework, establishing clear data ownership, standardized definitions, and consistent reporting across business units.
- Take ownership of CRM effectiveness, ensuring data completeness, appropriate configuration, field-force adoption, consistent usage, and integration into managers’ daily coaching and decision-making.
- Design and implement commercial dashboards and reporting cycles covering sales performance, field activity, customer coverage, sell-out, productivity, and business KPIs.
- Establish a standardized field force performance management framework, including objective-setting, performance reviews, early identification of underperformance, and evidence-based coaching.
- Lead the design, administration, and optimization of sales incentive schemes in partnership with HR and Finance, ensuring accurate calculations, transparent payouts, and alignment with commercial objectives.
- Direct market research and commercial insights initiatives to identify sales drivers, customer behavior, brand performance, and competitive opportunities, translating findings into actionable business strategies.
- Lead commercial launch readiness in collaboration with Business Development, Marketing, and Commercial teams, ensuring structured launch governance, clear accountability, field preparedness, and post-launch performance tracking.
- Act as a strategic partner to senior commercial leadership, challenging existing practices, identifying organizational and coverage-model improvements, and driving consistent execution across all business units.
Qualifications
- 8–12 years of professional experience, including at least 4 years in a dedicated Sales Force Effectiveness, Commercial Excellence, or Sales Operations role.
- Proven experience within a multi-product or multi-line sales organization.
- Demonstrated ownership of end-to-end customer targeting, segmentation, territory design, and field force sizing.
- Proven track record of implementing or revitalizing CRM systems and achieving measurable adoption by field teams.
- Hands-on experience designing or administering sales incentive schemes, performance management frameworks, and payout processes.
- Relevant industry experience in pharmaceuticals, consumer healthcare, dermocosmetics, or FMCG, with strong knowledge of the Egyptian market and pharmacy channel.
- Experience building a new function, leading a team, or implementing major commercial transformation initiatives is strongly preferred.
- Strategic leadership and strong commercial judgment.
- Exceptional stakeholder management and influencing skills.
- Confidence in challenging senior stakeholders using evidence and business logic.
- Strong change management, problem-solving, and decision-making capabilities.
- Excellent communication, presentation, and negotiation skills.
- High accountability, integrity, and results orientation.
- Advanced Sales Force Effectiveness and Commercial Excellence methodologies.
- Customer segmentation, targeting, territory optimization, and field force sizing.
- CRM optimization, adoption strategy, and sales process governance.
- Sales incentive design, performance measurement, and payout management.
- Commercial analytics, market research, and business performance management.
- Launch excellence, commercial readiness, and post-launch evaluation.
- KPI development, performance improvement, and cross-functional governance.
- Build a function, operating model, and team from the ground up.
- Convert complex sales and customer data into clear commercial actions.
- Drive adoption of new processes and systems across a field-based organization.
- Influence business unit heads and district managers without relying solely on direct authority.
- Work closely with field teams to validate targeting, territory design, and coverage models.
- Balance strategic planning with hands-on execution and measurable business outcomes.
