Customer Excellence and Capability Building Lead

Purpose of the Role

The position is focused on orchestrating best-in-class customer excellence processes and establishing sustainable, role-based capabilities across various departments such as Commercial, Marketing, Sales, Value & Access, and Medical Affairs. This integral role combines Customer Excellence Process leadership with Capability Building leadership, enhancing both process governance and functional effectiveness.

By embedding clear processes and execution discipline into daily operations, this position is pivotal in delivering superior customer and patient experiences.

Key Responsibilities

ICE and IPEx Frameworks Deployment & Sustainability

• Implement and maintain standard International Commercial Excellence (ICE) processes, including governance and documentation.
• Coordinate country ICE deployment plans and ensure alignment with international guidance.
• Embed ICE KPIs and performance insights into local performance discussions.
• Localize the International Patient Experience (IPEx) framework, ensuring compliant collaboration across functions.
• Track the adoption and quality of ICE and IPEx execution, leading continuous improvement initiatives.
• Plan and execute training on ICE and IPEx methodologies and tools.
• Represent the country in International ICE and Customer Excellence forums, sharing updates and best practices.
• Collaborate with relevant teams to ensure actionable visibility on process performance through dashboards and reports.

Capability Building Strategy & Execution

• Lead the deployment of the country capability building strategy in alignment with global frameworks.
• Translate business priorities into clear, role-based capability requirements.
• Conduct continuous capability needs assessments using various performance signals.
• Prioritize and organize capability initiatives to minimize learner fatigue and ensure cohesive learning.
• Manage comprehensive learning journeys, ensuring business impact and skill reinforcement.
• Monitor capability adoption and effectiveness, adjusting strategies based on insights.
• Embed skills into routines and governance beyond traditional training.

Leadership of Content Activation and Congresses & Events

• Provide functional leadership to Content Activation Managers and Congresses & Events Lead.
• Ensure consistent execution standards across content activation and event orchestration.
• Offer strategic oversight while enabling autonomy for day-to-day execution.
• Ensure alignment of content activation with overall customer engagement strategy.

Measurement, Insights & Continuous Improvement

• Partner with relevant teams to ensure actionable dashboards for performance metrics.
• Conduct root-cause analyses for recurring execution and capability gaps.
• Capture and disseminate best practices across teams and regions.

Essential Qualifications

• Bachelor’s degree in business, life sciences, or a related field; advanced degree preferred.
• Fluency in English and German is required.
• Proven experience in the pharmaceutical industry related to Customer Excellence or Capability Building.
• Previous leadership experience in sales and marketing is advantageous; medical and V&A experience is a plus.
• Strong capabilities in process design and execution excellence.
• Experience in capability needs assessments and measuring learning effectiveness.
• A track record of leading diverse teams within a matrix environment.