Head of Customer Strategy and Excellence

1 settimana fa

Milano, Lombardia, Italia Antal International Network A tempo pieno
Customer Strategy and Excellence Leader

We are seeking a seasoned professional to lead our customer strategy and excellence initiatives. As a key member of our team, you will be responsible for driving customer-centricity across our organization.

Key Responsibilities:
  • Develop and implement customer strategy to enhance 360° customer experience and satisfaction
  • Lead the design and enablement of customer journeys to shift customer behaviors
  • Elevate customer-centric experience, design, and data visualization tools to learn and derive insights from customer experience and engagement
  • Anticipate future commercial field capabilities and drive organizational capability building programs
  • Lead and develop a team, providing guidance, coaching, and mentoring as needed
  • Influence and collaborate with cross-functional teams to ensure successful execution of customer strategy initiatives
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
  • Ability 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
  • AI curiosity, experience with AI and data analytics, and strong data proficiency
  • Ability 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
  • Strong strategic and analytical skills
  • Master's degree (STEM preferred)
  • Italian and English on a fluent level

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