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 is part of a global organization.
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