Head of Customer Experience and Operations

A large multinational organisation is in search for The Head of Customer Excellence & Operations (CE&O) leader. You will report to the Managing Director and have an impact across therapeutic areas and functions focusing on ways to optimise engagement with its customers.

Job Responsibilities

• Leadership to MCE function - Build on existing foundations to accelerate digital component of new Go-to-market models including omnichannel campaign approach, content plans, channel buildouts and optimization, metrics setting and tracking and customer feedback.
• Field Force Effectiveness (FFE)
• Leadership to FFE activities including but not limited to CRM capabilities, FF sizing, structuring, targeting, segmentation, Incentive Compensation planning, Performance Analytics, Strategic Account Planning (and SAM/KAM) and dashboards.
• Customer and Market Insights (CMI) and Data & Analytics (D & A)
• Leadership to CMI function, leveraging primary and secondary data, market research, competitive intelligence, forecasting & analytics (patient/market) and performance narrative, to provide insights and analytics to support local brand teams and affiliate leadership with critical decision making and strategy. Translates data/insights into short/mid-term forecasting of business performance/expectations. Build & optimize data and analytics capabilities (data visualization, automation, Artificial Intelligence etc.)
• Capabilities & Training
• Establish new function and then drive implementation through support for new Head of Capabilities & Training. Undertake gap analysis to identify needs across all BU's/functions, build 1-3 year Roadmap and then drive implementation.
• Overall Customer Excellence
• Enhance customer engagement capabilities/frameworks leveraging superior customer insights. Actively participate in sharing/executing best practices. Drive local aspect of Global customer initiatives to advance to the preferred partner for patients, prescribers and payers through innovative services/solutions. Lead definition, optimization and evolution of Customer Engagement Strategy (products, segment, and channels) and related operations driving greater efficiency and effectiveness.

Skills and Requirements

• Strong pharmaceutical or biotechnology industry experience and driving customer excellence type of functions
• Proven track record in leading Customer Excellence teams at local level.
• Advanced analytical & strategic skills.
• A deep understanding of FFE and operating model design / transformation.
• In depth experience of customer excellence related activities and processes and ideally of multichannel excellence.
• Participation/leadership in defining and implementing affiliate strategy
• Credible, dynamic and creative professional with the energy and vision to lead a successful organization.
• Thrive on challenge and will be highly collaborative, perceptive, an analytical problem solver, and exhibit strategic and innovative agility.
• Someone who manifests trust, and is known for ethics and integrity, and works successfully in a team environment.
• Excellent communication skills and a strong personal presence.
• Proven track record of driving change management internally
• Proven record of leading and developing people
• Proven track record in a highly competitive marketplace
• Fluent in English and local language
• BA/BS Required. MBA a plus

To Apply

ProClinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.

#LI_HW1