What we are looking for:

  • – Willing to go outside biotech/pharma – could be from an Amazon, Google, Open Table, Wayfair, etc. (targeted ads)
  • – Someone who really knows customer experience, customer relationship management
  • – Understands digital platforms, customer segmentation, getting customers to change behaviors on a daily basis
  • – Measure/track
  • – Bring a level of maturity to the role/bring new concepts into organization gracefully
  • – Qualities (collaborative, go-getter, etc.)
  • – Should have people management experience, will have 3-4 direct reports

Job Description:
The Director/Senior Director is responsible setting, executing, and measuring data-driven
customer engagement strategies that delight our customers and best support patient
adherence. Critical to the role will be the ability to work cross-functionally to create and
measure customer engagement strategies that are tailored to our various stakeholders
(Prescribers, Care Team, Patients, Caregivers).

Key Duties & Responsibilities:
-Build and own the roadmap for engaging with customers and improving the customer
experience, focusing on CRM and specific strategies for different customer segments
-Is data-driven in collecting key customer insights across HCPs and Patient stakeholders
(through market research, analyzing digital tools and dashboards, etc.) and makes
strategic recommendations to advance performance against goals
-Partners with brand/team-leads and relevant cross-functional partners to shape the
adherence and unbranded strategies and tactics
-Partner with DTE/technology and Digital teams to deliver key customer engagement
priorities leveraging technology including CRM, digital integration and KPIs/metrics to
measure customer satisfaction and loyalty
-Develops strong partnerships with cross-functional team to support business goals
-Evaluates ROI for customer engagement and adherence activities
-As a people manager, this role may have financial accountabilities and human resource
responsibilities for assigned staff

Required Knowledge & Skills:
-Ability to oversee generation of insights and apply those insights to business
problems/opportunities and make strategic recommendations
-Analytical mindset, with demonstrated ability to lead others to solve complex problems
-Demonstrated ability to develop strategy, make strategic recommendations, and monitor
-Advanced knowledge of customer experience and behaviors and relationship to business
-Specialized customer facing experience and expertise in customer relationship
excellence (either Sales or Marketing)
-Ability to successfully navigate fast paced environment
-Advanced working knowledge of MS Office applications, including PPT, Excel and Word
-Typically requires 10+ years of experience or the equivalent combination of education
and experience
-Bachelor’s degree required
-Advanced degree in business or scientific discipline is preferred

Apply HERE