Head of Customer Strategy, Capability and Excellence

2 settimane fa


Milan, Italia Antal International Network A tempo pieno

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 be a part of a global organization.

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