Customer Relationship Manager

The Customer Relationship Manager is responsible to build the customer base and drive new hemodialysis patient acquisition by regularly promoting the services of DaVita Malaysia via meet up and various marketing activities to selected/targeted stakeholders; Nephrologists / Medical Officers / Medical Assistants / Hemodialysis Unit Nurses of government hospitals and private hospitals/clinics; Social Welfare Department; Private insurance companies and TPAs; Corporate clients.

• The candidate will drive and monitor the growth in terms of patient numbers within the targeted DaVita Malaysia Clinics and ensure the Company is on track to reach its planned target for the year.
• The candidate will work closely with Centre Teammates, Regional Operation Managers and Partner Engagements teammates to deliver results.
• The candidate will develop and implement reporting methodology on the process flow of relationship management with key stakeholders as well as patient acquisition.
• The candidate will also actively identify and pursue new inorganic growth opportunities through networking.

Key qualities required of this individual will be enthusiasm for communications, relationship building, and proven sales experience to deliver results, with an ability to think and act independently, proactively, and collaborate effectively. The candidate should demonstrate passion and a proven track record. This individual will coach and provide advice to the Partner Engagements teammates, and will ultimately be considered a valued member of the Malaysia Operations team.

The following duties generally reflect the expectations of this position; however, these are not exhaustive.

Responsibilities and Accountabilities

• Relationship building with patient referral source and other key stakeholders - Leading promotion of DaVita Malaysia in partnership with operations teams to drive new patient acquisition (organic growth).

• Lead generation for inorganic growth opportunities. Prepare and deliver marketing activities and appropriate presentation materials on service and company updates.

• Patient Communication - Assist and follow up closely with patients to obtain necessary information for their decision-making in a timely manner together with Partner Engagement teammate.

• Planning, Execution, and Reporting;

  • Develop an internal plan and strategic priorities to engage referral sources and inorganic growth opportunities.
  • Prepare a Monthly report on the progress.
  • Attend bi-weekly patient pipeline meetings, and other relevant meetings/trainings invited or assigned.

• Partnership and alignment with local Operations team to ensure clear communications

• Agility and flexibility to apply business insights and research to communications activities

• Partner with other leaders on growth initiatives and market research

• Ensure adherence to timelines and quality guidelines (DaVita’s internal protocols and policies) in all activities

Other duties as assigned, from time to time

Qualifications and Experience

Following are the qualifications and certifications associated for this job position:

• Bachelor’s degree required
• Min 2-5 years direct sales experience, relationship building or marketing role in healthcare services or life sciences industries is referred, in particular pharma sales
• Proven track record of the ability to plan and execute relationship building to delivery results (i.e., identify targets, obtain contacts, build relationships, etc.)
• Comprehensive knowledge of digital communications and sales and relationship management tools (i.e., web and mobile platforms, etc.)
• Excellent communication skills, in both English and Bahasa Malaysia
• Ability to propose effective, innovative and original solutions
• Skilled at planning, project management, time management and decision-making

Travel Requirement: High