Head of Customer Strategy, Capability and Excellence
3 settimane fa
The company is a well-known Pharma company with a strong international environment.
We are looking for an innovative and strategic:
Head of Customer Strategy, Capability and Excellence
The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure corporate innovation and sustainability for future competitive advantage.
Major accountabilities:
- Lead the customer strategy to enhance 360° customer experience and satisfaction, including building and strengthening relationships with external stakeholders to enhance industry congresses and events strategy.
- Design and enable customer journeys to shift customer behaviours, overlaying the solutions to the respective segments of the customer journeys.
- Elevate customer-centric experience, design, and data visualization tools to learn and derive insights from our customer experience and engagement.
- Anticipate future commercial & field capabilities and drive organisational capability building programmes, by understanding future capabilities and the broader context.
- Lead and develop a team, providing guidance, coaching, and mentoring as needed.
- Influence and collaborate with cross-functional teams (TAs, medical…) to ensure successful execution of customer strategy initiatives.
- Develop and implement effective change management initiatives to facilitate continuous improvement, also implementing global projects at a local level, acting as the liaison between global and local, ensuring a seamless implementation.
Requirements:
- 10 years of experience in leadership roles and in leading teams.
- Strategic thinking and proven management of larger scale, diverse projects combined with the ability to influence matrix organizations.
- Be able to work on cross-functional processes, have an AGILE mindset, and be capable of implementing a transformation starting from new governance, processes, tools, and capabilities.
- Be AI curious, have some experience with AI and data analytics, and possess strong data proficiency.
- Be able to understand corporate objectives and translate them into customer-facing logics, while respecting compliance and pharma industry regulations.
- Focus on marketing and all customer-facing functions, with strong experience in marketing preferred.
- Experiences in leading change management initiatives.
- Coaching, mentoring and agile transformation experiences.
- Strong strategic and analytical skills.
- Master's degree (STEM preferred).
- Italian and English on a fluent level.
The position is based in Milan, Italy and is part of a global organization.
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