Customer Excellence and Capability Building Head

Key responsibilities

• Orchestrate, deploy, and sustain International Commercial Excellence (ICE) ways of working at country level, including processes, governance, roles, RACIs, and documentation.
• Coordinate ICE deployment plans, timelines, workshops, and performance conversations with Therapeutic Area teams in alignment with local business priorities.
• Ensure ICE metrics, dashboards, and KPIs are embedded into local performance discussions while commercial ownership remains with TAs.
• Monitor ICE adoption and process adherence across brands, identify gaps, and drive continuous improvement actions in collaboration with Capability Building.
• Plan and manage handshakes between Therapeutic Areas, Production Hub, CLS, Customer Excellence, and Data, Analytics & Platforms for content creation, localization, tagging, and activation.
• Localize and operationalize the IPEx framework, coordinating patient journey mapping, experience standards, and activation steps in line with international guidance and local compliance.
• Harmonize templates, checklists, and quality standards for ICE and IPEx initiatives to ensure consistency, efficiency, and avoidance of duplication.
• Partner with Integrated Insights and DAP to provide dashboards and reports that offer actionable visibility on ICE and IPEx process performance.
• Lead root-cause analysis and continuous improvement initiatives to simplify processes, reduce cycle time, and strengthen execution quality.
• Define and oversee the capability building strategy across Marketing, Sales, Value & Access, and Medical Affairs, ensuring aligned deployment, adoption, and effectiveness.

Requirements

• Bachelor’s degree in business, life sciences, or a related field with 7–10 years of relevant experience in commercial excellence, customer excellence, marketing operations, or process excellence; advanced degree preferred; fluency in English and country language required.
• Strong experience designing, documenting, and improving end-to-end processes across multiple teams, including governance, KPIs, and performance tracking.
• Demonstrated ability to build pragmatic processes, RACIs, SOPs, and connect them to measurable outcomes.
• Experience working with dashboards and performance data to identify gaps and drive continuous improvement.
• Good understanding of compliance and governance requirements related to promotional, non-promotional, and patient experience activities.
• Ability to translate complex international frameworks into clear, practical guidance for local teams.
• Strong stakeholder management skills, partnering effectively across Commercial, Medical Affairs, Value & Access, and enabling functions.
• Excellent communication skills with the ability to influence without direct authority.
• Structured, detail-oriented, and improvement-focused mindset with a strong execution orientation.

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.