Head of Customer Experience Excellence Department, Human Pharma Operations Division
Head of Customer Experience Excellence Department
Human Pharma Operations Division
Role Purpose:
- Lead the execution of Nihon Boehringer Ingelheim’s Go-to-Market approach and objectives in line with Divisional strategy; ensuring that all operational initiatives deliver measurable impact whilst maximizing opportunities to feed useful data and information back into the business to drive Boehringer Ingelheim’s continued success.
- Partner with the Therapeutic Areas - Marketing, Sales, Medical - to achieve Nihon Boehringer Ingelheim business objectives and support global ambitions in with the Human Pharma Business Unit Intent, translating marketing and medical led customer plans into seamless, omni-channel activities across online and offline touchpoints.
- The role will be part of a joined up Divisional leadership team where delivering a customer led approach via cross functional execution is vital to ensuring the value Nihon Boehringer Ingelheim delivers commercially and medically.
Key Job Accountabilities:
- Lead Department planning: identifying, shaping, and delivering a plan that operationalizes Nihon Boehringer Ingelheim’s Go-to-Market approach including field force targeting / sizing / planning increasing opportunity for brand and medical teams to effectively engage their target audiences.
- Meet or exceed business objectives through effective team planning plus implementation and optimization of the Go-to-Market model.
- Partner with the business to ensure that brand / medical strategies and activities are undertaken in alignment with Boehringer Ingelheim’s Global Go-to-Market approach, and that brand objectives and strategies are effectively implemented.
- Maximize understanding, use and impact of existing channels whilst collecting and communicating quality business requirements for future engagement.
- Drive compelling omni channel experiences including field force engagement that meet customer needs and bring together touch points (online and offline) to deliver a joined-up customer approach that will drive differentiation in the market and meet business needs.
- Quality, depth, and regularity of omni-channel engagement
- Successful operationalization of channel strategy
- Clear translation of customer plans into omni-channel journeys.
- Create a performance-based culture with clear accountability and a sense of urgency for achieving results. Manage, track and report on channel and campaign performance, instilling a clear understanding across the business of where, when, and why success occurs.
- Demonstrate deep understanding of core channel, brand, and medical performance data.
- Support clear performance reporting in line with divisional approach.
- Deliver Nihon Boehringer Ingelheim’s events program (offline and online); successfully identifying opportunities to improve experiences, leverage digital tools to maximize content opportunities, optimize the collection of useful and consistent data, and create efficiencies for the business.
- Develop Events objectives and calendar in line with business tactical planning.
- Monitor the successful implementation of events including Voice of Customers.
- Supervise Central Go-to-Market Services and 3rd party partner relationships to ensure effective and timely delivery of all Nihon Boehringer Ingelheim’s requirements.
- Quality / efficiency of delivery materials as assessed by key business stakeholders, asset performance and testing.
- Lead and develop an effective Department team that at all levels are able and committed to delivering objectives and to fostering Boehringer Ingelheim’s Values and Behaviors.
- Maintain team of highly capable and motivated individuals built through recruitment, retention and development of quality talent
Key Contacts:
The position would have various touch points across all levels including senior leadership, within Boehringer Ingelheim across matrix organization, improving our omni-channel marketing capabilities driving better engagement and satisfaction at each customer touchpoint, delivering clear data and insight back to the business.
- Report to Head of Human Pharma Operations Division
- Functional reports: approximately 20 employees
- Primary internal interfaces:
- Information exchange and dialogue with functions within Japan: Human Pharma Leadership Team, Marketing, Medicine, Sales Operations
- Primary external interfaces:
- Corporate senior management, Reginal Business Management, Global Therapeutic Area Leads, Go-to-Market Leads
Qualifications:
<Background / Experience>
- 7+ years’ experience in the delivery of value across Customer Engagement, Business Analytics, Sales Force Effectiveness, Multichannel Analytics & Customer Relationship Management
- Proven leadership experience, inspirational leader with ability to partner, engage, and influence senior leadership and partners.
- Provide strong Departmental leadership and vision, guiding members through successful on-going transformation.
- Pharma or regulated industry experience preferable
- Bachelor’s degree in relevant discipline
<Skills>
- The position requires the ability to translate strategic direction into well-defined operational planning, and to effectively engage with stakeholders in a dynamic, changing, and complex organization.
- Exceptional customer focus with experience of working cross functionally to translate strategic objectives and deep customer insights into effective operational execution.
- Ability to operationalize strategies, monitor progress, and make necessary adjustments to achieve objectives.
- Very strong analytical skills, ability to analyze data from multiple sources and identify insights, themes, operational issues, and areas for improvement.
- Proven track record of leading projects and leading teams that successfully achieve milestones and deliverables.
- Excellent collaboration, problem solving and negotiation skills.
- Global communication skill in English (must-have)
- Japanese language skill is desirable, but not mandatory.
Recruiter:Horiuchi