Head of Customer Strategy, Capability and Excellence

The company is a well known Pharma company with a strong International environment.

We are looking for an innovative and strategic :

Head of Customer Strategy, Capability and Excellence

The role primarily focuses on driving Customer Strategy and building long-term competitive capabilities to ensure Corporate innovation and sustainability for future competitive advantage

Major accountabilities :

• Lead the customer strategy to enhance 360° customer experience and satisfaction , including building and strengthening relationships with external stakeholders to enhance industry congresses and events strategy
• Design and enable customer journeys to shift customer behaviours , overlaying the solutions to the respective segments of the customer journeys
• Elevate customer-centric experience, design, and data visualization tools to learn and derive insights from our customer experience and engagement
• Anticipate future commercial & field capabilities and drive organisational capability building programmes , by understanding future capabilities and the broader context.
• Lead and develop a team , providing guidance, coaching, and mentoring as needed
• influence and collaborate with cross-functional teams (TAs, medical…) to ensure successful execution of customer strategy initiatives
• Develop and implement effective change management initiatives to facilitate continuous improvement, also implementing global projects at a local level, acting as the liaison between global and local, ensuring a seamless implementation

Requirements :

10 years of experience in leadership roles and in leading teams

• Strategic thinking and proven management of larger scale, diverse projects combined with the ability to influence matrix organizations
• Be able to work on cross-functional processes, have an AGILE mindset, and be capable of implementing a transformation starting from new governance, processes, tools, and capabilities.
• Be AI curious, have some experience with AI and data analytics, and possess strong data proficiency.
• Be able to understand corporate objectives and translate them into customer-facing logics, while respecting compliance and pharma industry regulations
• Focus on marketing and all customer-facing functions, with strong experience in marketing preferred
• Experiences in leading change management initiatives
• Coaching, mentoring and agile transformation experiences
• Strong strategic and Analytical skills
• Master's degree (STEM preferred)
• Italian and English on a fluent level

The position is based in Milan, Italy and be a part of a global organization.

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