National Account Manager - North West and Midlands

Job Title: National Account Manager

Field role covering the North-West and Midlands

Competitive salary and benefits

Introduction to role:

The National Account Manager (NAM) drives sustainable business growth and better outcomes for people living with rare diseases by collaborating to deliver insight-led cross-functional account plans, and customer experiences that build trust and change behaviour. The role achieves account plan objectives through dynamic planning and prioritisation, personalised engagement, structured insight gathering, pathway optimisation projects and the orchestration of coordinated customer journeys that improve diagnosis, referral pathways and appropriate therapy uptake in a competitive environment. The NAM uses AI-enabled recommendations and tools (including agents for sales coaching, account performance and prioritisation, insight generation and customer segmentation) alongside human judgement and deep healthcare system understanding to enhance customer value and business impact. The therapy areas are Rare Bone, Endocrinology and Tumours.

Accountabilities:

Own Priority Account Plans: Develop and continuously refine prioritised account plans using customer insights, account performance data, AI tools and evolving healthcare system needs. Drive a shared cross-functional account agenda that aligns Medical, Market Access, Marketing and Corporate Affairs stakeholders behind the highest-value opportunities and barriers to progress. Accountability extends beyond activity delivery to demonstrating movement within priority accounts.

Drive Dynamic Segmentation and Personalised Engagement: Use customer insights, behavioural signals, stakeholder priorities and segmentation data to continuously reassess where time and effort should be invested. Combine these insights with the value proposition of our medicines to tailor communication and content to the needs and values of the customer, proactively work to better understand the customer drivers and barriers to change behaviour and ensure successful diagnosis, referral and uptake of therapy (as clinically relevant) while adhering to compliance standards, relevant policy and codes of practice.

Orchestrate Coordinated Customer Experience Journeys: Own and orchestrate each customer's end-to-end journey, translating data and first-hand insight about each customer's goals, challenges and preferences into engagements that feel personal, relevant and cohesive. Bring together cross-functional teams and use face-to-face, remote and digital engagement as part of a shared account strategy, not isolated activities. Use AI coaching and recommendations alongside your own judgement to prioritise next-best actions that advance customer objectives and elevate their experience.

Pathway Optimisation and Behaviour Change Interventions: Supported by AI tools, identify patient/clinical pathway barriers and co-create account-specific solutions with external and internal cross-functional teams that improve patient outcomes through faster diagnosis, appropriate referral and therapy uptake (e.g., pathway redesign, referral optimisation, service capacity solutions, population health, patient finding projects and care coordination.)

Generate, Capture and Apply Actionable Insights: Capture high-quality customer, stakeholder and healthcare system insights in an AI enabled database that informs decision-making. Translate observations into actionable insights that influence account prioritisation, segmentation, engagement strategies and pathway initiatives. Ensure insights are recorded in a timely, structured and reusable manner and contribute to organisational learning and continuous improvement.

Essential:

Proven success delivering strategic account plans in complex healthcare environments. 

Ability to build trusted relationships with customers, tailor engagements, influence stakeholders and coordinate cross-functional teams to deliver integrated, omnichannel customer experiences that shift behaviour.

Strong analytical, problem-solving and decision-making skills. Experience using data and insights to prioritise activity and improve outcomes, including effectively combining AI-enabled tools with human judgement.

Strong understanding of the NHS, healthcare systems and stakeholder management including patient pathways and opportunities for healthcare system improvement.

Comfortable challenging the status quo, operating in ambiguity, and managing change in competitive and launch settings.

Proficiency with CRM platforms, account planning systems and customer insight tools.

ABPI Code and UK pharmaceutical compliance knowledge.

Valid licence to drive in UK.

Desirable:

Training or experience applying behavioural science, design thinking, pathway optimisation, service improvement, population health / patient finding initiatives or adoption frameworks to support customer and healthcare system change.

Experience using multiple data sources to identify trends, anticipate account needs and shape future engagement strategies

Experience in customer experience (CX) and advanced AI-enabled omnichannel customer engagement  

Understanding of rare disease pathways and healthcare transformation.

Experience leading workshops, pathway improvement discussions or stakeholder working groups to achieve shared objectives.

Ready to shape access for rare disease patients across Ireland and turn insight into real-world impact? Apply now!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation!

Date Posted

Closing Date