Head of Customer Experience and Operations

Highly Competitive
  1. Permanent
  2. Health Economics
  3. United Kingdom
Berkshire, England
Posting date: 08 Jan 2021

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.