Health Value & Access Customer Facing Effectiveness

• Partner with HVA leadership to develop and implement customer engagement and effectiveness strategies across Market Access field teams.
• Lead optimisation of targeting, customer planning, deployment and performance management approaches for HVA teams.
• Ensure customer-facing systems, data and reporting capabilities support HVA objectives whilst maintaining compliance with customer consent and engagement governance requirements.

Customer Facing Excellence Across All Functions

• Own and develop an integrated customer-facing effectiveness strategy across Commercial, Medical and HVA, ensuring consistent processes, tools, governance and performance standards.
• Act as the strategic lead for customer engagement excellence, embedding best practice and driving adoption of future ways of working across all customer-facing teams.
• Partner with business leaders to design future organisational capabilities and operating models that maximise customer impact and execution excellence.

UK Sales Incentive Compensation

• Own the strategy, design and governance of UK sales-force incentive compensation programmes.
• Partner with UK BUH’s, Finance, HR, Sales and Compensation & Benefits to project manage annual incentive plans (targets, measures, thresholds, accelerators and payout curves) aligned to UK objectives and market dynamics.
• Ensure plans are differentiated by role, customer segment and UK market context, and regularly review effectiveness, including behavioural impact, financial outcomes, fairness and unintended consequences.
• Lead the annual UK incentive planning cycle, supervising calculations, validation, reporting and issue resolution, and ensuring timely, clear communication to the field.
• Ensure programmes comply with GSK policies, governance requirements and applicable regulations in the UK operating environment.
• Working closely with Region/Global counterparts to ensure efficiency in design, planning, implementation and optimisation of SFE including platform and process synergies.

CRM, Veeva and Commercial Technology

• Act as senior business owner for Veeva CRM and other commercial technology platforms used by the UK field organisation, transforming Veeva from a transactional reporting system into a critical business enablement platform that supports decisions and execution, in close collaboration with the Digital and Tech Function.
• Enhance data inputs and outputs from Veeva to support insight-led strategies, campaign design and execution across UK brands and segments.
• Rapid adoption of Veeva AI in all aspects to drive UK commercial impact.
• Define and prioritise CRM requirements with UK Sales, Marketing, Medical, Digital & Tech and Insights team, leading continuous improvement of processes, workflows, dashboards, reporting and user experience.
• Drive high CRM data quality, adoption and governance, and use CRM data to improve targeting, call planning, customer engagement, activity management and performance visibility.
• Identify and introduce commercial tools, automation and digital capabilities that enhance UK field-force productivity, and lead business readiness, change management and adoption for major CRM or technology changes.
• Ensure UK technology investments are backed by clear business cases, measurable outcomes and appropriate governance.

Commercial Planning & Governance (UK)

• Lead or contribute to UK annual and longer-term commercial planning, ensuring SFE strategy, incentives, CRM capabilities and resources are aligned to UK business plans.
• Establish robust governance for SFE, incentives, CRM and commercial effectiveness initiatives.
• Prepare recommendations and decision papers for UK senior leadership forums.
• Maintain documentation, controls and auditability for critical commercial processes.

Leadership, Team & Cross-Functional Influence

• Lead, coach and develop a team of Business Effectiveness professionals, with clear objectives, accountabilities and development plans.
• Build a high-performing team culture focused on analytical rigour, commercial impact, collaboration and continuous improvement, balancing strategic leadership with operational oversight of UK deliverables. The team will be viewed as critical business partners offering proactive support to drive commercial impact.
• Act as a role model for GSK leadership behaviours and ways of working.
• Provide digital and AI transformational leadership, championing innovation and the use of advanced analytics, AI, automation and predictive modelling to improve UK commercial effectiveness.
• Build strong relationships across UK Commercial/Sales leadership, Marketing/Brand, Finance, HR, Data & Analytics, Digital & Tech, Medical, Compliance, Legal, as well as Global/Regional Commercial Excellence teams and external partners.

Data, Analytics & AI

• Define the customer-facing data and insight strategy across Commercial, Medical and HVA, ensuring alignment to business priorities and enterprise data governance requirements.
• Act as the primary interface between business functions, Business Insights, Digital and Tech Regional/Global teams to shape future data, reporting and AI-enabled capabilities.
• Establish governance for the appropriate use of data, AI, privacy and compliance requirements across all customer-facing effectiveness activities.
• Drive adoption of advanced analytics, AI and insight-led decision making to improve customer engagement, performance management and business outcomes.

Regional & Global Partnership

• Represent UK Commercial, Medical and HVA requirements within Regional and Global effectiveness forums.
• Influence the prioritisation, design and deployment of Regional and Global solutions to ensure they deliver measurable impact for UK business objectives.
• Lead local execution of Regional and Global initiatives whilst identifying opportunities to simplify processes and maximise adoption.

Experience & Qualifications

Essential

• Proven experience in designing and managing sales force incentive compensation programmes.
• Significant experience of sales force deployment, territory alignment, segmentation, targeting, and productivity optimisation.
• Experience in pharmaceutical, healthcare, or other regulated industries.
• Significant experience with Veeva CRM or comparable CRM and broader commercial technology ecosystems.
• Demonstrated enterprise-level leadership, including setting a clear vision, driving cross-functional alignment, and influencing outcomes across multiple business units and senior stakeholders.
• Experience translating data and analytics into strategic commercial recommendations.
• Demonstrated experience in managing and developing teams.
• Strong financial and analytical skills, including business case development and evaluation of commercial ROI.
• Proven ability to operate effectively with senior stakeholders and influence leadership-level decisions.
• Strong project and programme management skills.
• Experience working in complex, matrixed organisations within pharma, healthcare, or life sciences.

Preferred Qualifications

If you have the following characteristics, it would be a plus:

• Degree or professional qualifications in business, operations, technology, data/AI, or a related discipline.
• Formal project or programme management qualification (e.g., PRINCE2 or PMP).
• Experience in Sales Force Effectiveness, Commercial Excellence, Business Effectiveness, Sales Operations, or similar commercial strategy functions.
• Strong background in change management, learning design, and adoption planning.
• Proven experience leading RFPs, managing vendor selection, and overseeing supplier performance frameworks.
• Hands-on experience integrating AI and automation into business processes.

Skills

• Business