Issam Alkhatib

Responsible for introducing and improving KPIs and performance management tools, optimising the field force structure, analysing SF selling skills and implementing a long term training plan for representatives and managers, focusing on optimum work load and better territory management. Additionally, the enhancement of key account management skills and processes whilst assuring optimum resources allocation. Setting standard compliance documentations and SOPs is another important objective. ACHIEVEMENTS: Restructuring the sales force geographically instead of by gender and account resulted in clearly defined territories with better time management and task prioritisation abilities. Setting up individual market share targets per representative and a quarterly incentive scheme raised accountability, productivity and morale, which led to regaining market share after two years of losses. Organised internal audits and compliance documentation processes and SOPs. Instigated Ready to Feed (RFT) milk formula inclusion plans, including the creation of a KPIs dashboard which improved investment monitoring. Established external engagement and partnership initiatives with government bodies and policy architects.

Led the Market Access and Oncology business units. Managed a team of 3 Market Access managers, 9 Key Account managers, Tender Manager and Pricing Manager. ACHIEVEMENTS: Doubled public sector tender revenues in 18 months, rising from US$ 25M to US$ 60M. Accelerated the formulary inclusions process of strategic products (Hepatitis C treatment and Oncology portfolio), accomplished this in 6 months rather than 18 to 24 months, generating revenues of US$ 10M. Instigated robust key account management tools and plans. Initiated the Gross-to-Net process which reduced discount levels and produced longer term contracts, securing better profit margins and greater business stability.

Led the business operations function. Managed the managers of SFE, Business Analytics & Market Research, Multi-Channel Marketing (MCM), Learning & Development (L&D), Commercial Trade Channel (CTC). ACHIEVEMENTS: Produced and updated the company’s rolling five year strategy. Created a clear performance management process for the sales force team. Set performance KPIs and easy to follow performance reports. Established and operated an effective on boarding and training program. Optimised budget allocation usage producing high quality market research that enabled the marketing team to compile better strategic plans. Efficiently coordinated the implementation of the local manufacturing process among Distributors, Sources of Supply, Finance, Supply Chain and Local Manufacturers.

Introduced the concept of micro marketing plans at sales representatives’ level. Implemented CRM systems with a proper Profiling, Segmentation and Targeting process on the customers’ database. Improved and tracked Reps and First Line Managers productivity and effectiveness providing the required training and rewards managements systems to improve morale and performance. Customised global KPIs to suit the market requirements. Advised on aligning the structure of field force distribution, recommending rearrangement of territories relative to workloads, targeted KPIs and strategic brand priorities. Built a structured and easy-to-use database for annual budget setting and monthly updated sales figures relative to field force KPIs (representative, FLM, region, product, business sector, customer type, customer, and therapy line). Utilised GEO maps, using geographic GIS tools in addition to sales data, to balance workload territories among the representatives while appreciating comparable sales potentials.

Undertook rigorous export sales planning and forecasting with consideration of inputs from marketing and sales on growth and market insights. Established a coordination process for the issuance of PO’s with local distributors and manufacturing sites. Ensured on time and efficient delivery of tenders and non-registered products, so significantly reduced the late deliveries penalties and fines and raised the customers’ satisfaction. Minimized expiry of goods by optimizing delivery of fresh stocks and proper rotation of stocks through distributors and geographies.