Digital Route to Market Lead

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose of The Role:

• The DRTM Lead is responsible for building, operationalising, and scaling Zuellig Pharma's telesales and digital services portfolio. A significant portion of this role is dedicated to telesales team building, KPI execution, CRM management, and coaching. This commercially-oriented role sits at the intersection of inside sales leadership, client service management, and digital marketing.

What You’ll Do:

Telesales Management & Team Building (Primary Focus)

• Build the Team: Take full ownership of recruiting, onboarding, and scaling the telesales team across the MY/SG/BN cluster. Assess current capabilities and implement a structured hiring and training roadmap.
• Telesales Operations: Own the outbound and inbound telesales strategy. Direct call scripts, objection handling frameworks, and demand stimulation campaigns to drive revenue and order volume.
• Cross-border Authority: Consolidate reporting lines to ensure all dedicated telesales agents across Malaysia and Singapore report directly or functionally into this role to maintain operational consistency.

KPI Implementation & Execution

• Define Success Metrics: Establish clear, aggressive, and achievable KPIs for the telesales team (e.g., call volumes, talk time, conversion rates, cross-sell/up-sell targets, and client acquisition costs).
• Performance Tracking: Implement daily, weekly, and monthly performance dashboards. Hold the team accountable to these metrics through rigorous performance management and transparent reporting to leadership.
• Campaign KPIs: Ensure alignment between digital marketing campaigns (CleverTap, EZRx) and telesales follow-up, tracking the end-to-end conversion funnel.

CRM & Client Management

• CRM Mastery: Champion the adoption and disciplined use of the CRM platform (e.g., Veeva, Salesforce). Ensure 100% data hygiene, accurate logging of calls, and actionable pipeline management.
• Client Relationship Management: Act as the primary commercial point of contact for Digital-Only accounts. Conduct quarterly business reviews (QBRs), present telesales and digital performance data, and negotiate upsells.
• Service Delivery: Work closely with Business Development to ensure that what is sold to the client is accurately and exceptionally executed by the telesales and digital teams.

Telesales Coaching & Mentoring

• Hands-on Coaching: Conduct regular call shadowing, call-listening sessions, and role-playing exercises with telesales representatives.
• Mentorship: Provide actionable, ongoing feedback to Amanda Wong and the broader team. Develop targeted performance improvement plans (PIPs) and career development pathways.
• Culture Building: Foster an execution-first, high-energy, and high-accountability sales culture. Celebrate wins, gamify targets, and keep the team deeply engaged.

Digital-First & Regional Coordination (Growing Focus, Months 3–12)

• Digital Integration: Oversee the digital channel mix (banner ads, push notifications, email) ensuring it seamlessly tees up warm leads for the telesales team.
• Regional Scaling: Act as the central knowledge hub for telesales and digital best practices. Package the MY/SG playbook (scripts, CRM workflows, KPI dashboards) for rollout in subsequent Southeast Asian markets.

What Will Make You Successful:

Bachelor's degree in Business, Marketing, or related field. MBA or postgraduate qualification preferred but not essential if experience is strong with 7–12 years, with a heavy emphasis on inside sales leadership, telesales management, and commercial excellence in healthcare, pharma, or B2B tech.

Must-Have: 

• Proven track record of building and managing high-volume, high-value outbound/inbound telesales teams. Expert in call centre metrics and sales coaching.
• Deep, hands-on expertise with CRM platforms (Salesforce, Veeva) and integrating them with marketing automation tools.
• Proven track record in managing client relationships, selling services, and driving revenue growth. Must be comfortable owning a P&L and strict revenue targets.

Advantage to Have: 

• Minimum 3–5 years of direct people management—specifically leading sales reps. Experience setting KPIs, conducting reviews, and coaching is non-negotiable.
• Experience working across multiple Southeast Asian markets preferred. Understanding of dispensing vs. prescription market dynamics is valuable.
• Pharma, healthcare, FMCG, or health-tech background. Must understand or quickly learn PhaMA/SAPI compliance requirements and HCP engagement regulations.

What We Offer:

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.

• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.

• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.

• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.

• Our Total Rewards program is designed to support your overall well-being in every aspect.

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