Senior Director, Customer Excellence
- Design a strategic roadmap for delivering US BBU Customer Engagement priorities through partnerships that embed seamless integration and coordination across all commercial teams and channels aligned to pipeline and business strategy
- Develop, lead and garner engagement for both CRM & Speaker Program capabilities across Medical, Market Access and Sales
- Oversee development & implementation of new field role (at scale); embracing compliant and innovative HCP engagement tools and strategies for customer facing teams
- Measure the impact of all new work released on roadmap, close the value loop and ensure adoption across CRM and Speaker Programming
- Ensure a simple and exceptional user experience for all customer facing teams experience with the CRM
- Partner with key suppliers to ensure best-in-class promotional programming capabilities and fiscal accountability
- Accountable for the performance, development, and engagement of the Customer Engagement Strategy team
- Champion a unified, aligned and customer-centric approach to enterprise management of data necessary for statutory reporting for promotional programming events
- Engage with Sales & Marketing to share and influence Triggers generated insights and best practices. Continuously identify sources of data generation through CRM capture and utilization.
- Provide guidance and direction to all customer facing teams and other internal stakeholders as it relates to the use of the CRM and Speaker Programming; identify and promote appropriate best practices to enterprise stakeholders
- Bachelor's Degree in relevant field
- 10+ years of relevant experience
- Prior CRM experience in supporting customer facing teams or marketing function
- Demonstrated leadership skills (previous leader of teams or matrix leader responsibilities)
- Demonstrated ability to translate strategy and analyses into operational deliverables
- Strong Communication (oral/written) & Interpersonal skills
- Demonstrated experience partnering with and influencing across diverse and senior commercial leaders
- Must have strong planning, organization, and operational skills
- Demonstrated experience in working with others to achieve organizational objectives including the ability to anticipate and adapt, own and or/work group tactics to support changing business needs
- Ability to develop rapport and credibility with key stakeholders
- Natural ability to flex and adapt in real time based on multiple channels of feedback
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