Purpose of the Role
The Customer Excellence & Capability Building Lead is responsible for orchestrating best-in-class customer excellence processes and fostering sustainable, role-based capabilities across Commercial, Marketing, Sales, Value & Access, and Medical Affairs. This position integrates leadership in Customer Excellence Process, utilizing frameworks such as ICE (International Commercial Excellence) and IPEx (International Patient Experience/Activation), alongside Capability Building leadership, which includes needs assessment, curricula deployment, adoption, and effectiveness.
Additionally, the role entails providing line management and functional leadership to teams responsible for Content Activation, Capability Building, and Congresses & Events, ensuring high-quality, compliant, and flawless execution. By embedding clear processes, strong capabilities, and execution discipline into country operations, this role ultimately enhances the customer and patient experience.
This position is part of the Execution Excellence team and reports directly to the Execution Excellence Head.
Job Description
Major Accountabilities
ICE and IPEx Frameworks Deployment & Sustainability
- Orchestrate and sustain standard ICE ways of working, including governance, roles, processes, and documentation.
- Coordinate country ICE deployment plans and timelines, ensuring alignment with business cycles and international guidance.
- Ensure ICE KPIs, dashboards, and performance insights are integrated into local performance discussions.
- Localize and operationalize the IPEx framework, ensuring clarity of roles and compliant cross-functional collaboration.
- Track adoption, process adherence, and quality of ICE and IPEx execution; identify gaps and lead continuous improvement initiatives.
- Plan and conduct necessary upskilling trainings on ICE and IPEx processes, methodologies, and tools.
- Represent the country in International ICE forums, providing structured updates and sharing best practices.
- Partner with Integrated Insights, Field Excellence, and DAP to ensure dashboards and reports provide actionable visibility on ICE and IPEx performance.
Capability Building Strategy & Execution
- Lead deployment and execution of the country capability building strategy across Marketing, Sales, V&A, and Medical Affairs.
- Translate business priorities and frameworks into clear, role-based capability requirements.
- Conduct continuous capability needs assessments using performance signals, stakeholder inputs, and benchmarks.
- Prioritize and orchestrate capability initiatives to avoid duplication and fragmented learning.
- Manage end-to-end learning journeys, ensuring adoption, reinforcement, and tangible business impact.
- Monitor and adjust capability building initiatives based on effectiveness insights.
- Ensure that capability building goes beyond training, embedding skills into governance and country operations.
Leadership of Content Activation and Congresses & Events
- Provide line management and functional leadership to Content Activation Managers and the Congresses & Events Lead.
- Ensure consistent execution standards across content activation and event orchestration.
- Provide strategic oversight and prioritization, while allowing autonomy for the Congresses & Events Lead in day-to-day execution.
- Ensure alignment of content activation with customer journeys and overall engagement strategy.
Measurement, Insights & Continuous Improvement
- Partner with Integrated Insights, Field Excellence, and DAP to ensure actionable dashboards for various processes.
- Lead root-cause analysis and structured problem-solving for recurring gaps in execution or capability.
- Capture, share, and scale best practices across therapeutic areas and, where relevant, across countries or regions.
Essential Requirements
- Bachelor’s degree in business, life sciences, or a related field; advanced degree in management or operations is preferred.
- Full professional proficiency in English and German.
- Proven experience in the pharmaceutical industry in Customer Excellence, Capability Building, Marketing Operations, or transformation roles.
- Previous experience in sales and marketing leadership roles is a significant advantage; Medical and V&A experience is a plus.
- Strong capabilities in process design, governance, and execution excellence.
- Demonstrated experience in capability needs assessment, curriculum deployment, and learning effectiveness measurement.
- Experience leading diverse teams and influencing in a matrix environment.
Apply online using the form below. Only applications matching the job profile will be considered.