Customer Excellence Partner

Make your mark for patients

To strengthen our
Immunology
department, we are looking for a talented profile to fill the position of:
Customer Excellence Partner – Centre of Italy (field based)

About The Role

The
Customer Excellence Partner
leads the strategic planning and execution of cross-functional projects for the Immunology Therapeutic Area across top accounts. Working in alignment with the annual Integrated Strategic Plan, the CEP drives innovative referral initiatives, ensuring stakeholder engagement (HCPs, HCOs, and others) through effective project management. The CEP acts as a bridge between the customer and the organization, identifying areas for improvement and implementing strategies to enhance customer service and satisfaction.

You will work with

This profile fosters teamwork and leadership across the value chain, from insights to impact, and aligns all efforts with company strategy. In collaboration with ESLs, RAMs, FMLs, and the local cross-functional team (CT Customer Table), the CEP co-creates and coordinates strategic projects that support the One Immunology value proposition.

What You Will Do

• Identify and prioritize innovative opportunities through key regional accounts cross TAs in Immunology (rheumatology, bone and dermatology) that could make a significant impact on the organization's success.
• Develop and implement strategies for engaging and fostering positive networking relationships with these stakeholders
• Cross Ecosystem Networking activities to foster innovative solutions to increase referral to key regional hospitals, in partnership with field market access team (RAM-FML)
• Tactical Planning working with Customer Table and tactical key role (as Access – MKT – Head of franchise) to define and refine the organization's field Local objectives in line with strategy.
• Translate strategic goals into actionable plans and initiatives. Coordinate the execution of field Local projects, ensuring they are aligned with the organization's goals. Monitor progress, identify roadblocks, and take corrective actions as needed.
• Lead, inspire, and model cooperative teamwork behaviors that enables different teams to be accountable for creating (in collaboration with the CT and peers) & coordinating field local strategies and executing tactics.
• Collaborate with cross-functional teams to ensure alignment and synergy among various departments and initiatives
• Coordinate resources and efforts to achieve field Local goals. Identify potential risks or challenges related to stakeholder engagement and strategic execution.
• Promote best practice sharing and identification of synergies and collaboration cross assets and cross indications

Interested? For this position you'll need the following education, experience and skills

• Bachelor's, master's degree or an education in a relevant scientific discipline
• 5+ years of demonstrated leadership experience in commercial, marketing or KAMs roles
• Relevant therapeutic area experience is a plus
• Demonstrated fluency in English, oral and written communication skills, enabling effective interaction with diverse stakeholders
• Strategic vision
• Servant and collaborative leadership in complex and matrix environment
• Scientific acumen and ability to translate clinical data into patient proposition for different stakeholders
• Business Acumen and Focus on delivering customer value and impact
• Excellent interpersonal, negotiation and problem-solving skills and problem-solving skills
• Excellent co-creation ability and project management
• Ethics & Business Integrity skills
• Demonstrated strength in project management planning, development and implementation
• Ability to communicate effectively with both internal and external stakeholders
• Ability to map and analyze customer journeys to identify areas for improvement. Project management and team leadership experience
• Familiarity with CRM software and its use in managing customer interactions and relationships
• Willingness to travel on regular basis
• Demonstrated leadership skills in managing, developing, coaching and influencing teams in matrix environment

Are you ready to 'go beyond' to create value and make your mark for patients? If this sounds like you, then we would love to hear from you

About Us

UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are around 8,500 people in all four corners of the globe, inspired by patients and driven by science.

Why work with us?

At UCB, we don't just complete tasks, we create value. We aren't afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We 'go beyond' to create value for our patients, and always with a human focus, whether that's on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on . Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.