Head of Customer Experience Excellence Department

Human Pharma Operations Division

Role Purpose:

Lead the execution of Nihon Boehringer Ingelheim’s Go-to-Market approach and objectives in line with Divisional strategy; ensuring that all operational initiatives deliver measurable impact whilst maximizing opportunities to feed useful data and information back into the business to drive Boehringer Ingelheim’s continued success.

Partner with the Therapeutic Areas - Marketing, Sales, Medical - to achieve Nihon Boehringer Ingelheim business objectives and support global ambitions in with the Human Pharma Business Unit Intent, translating marketing and medical led customer plans into seamless, omni-channel activities across online and offline touchpoints.

The role will be part of a joined up Divisional leadership team where delivering a customer led approach via cross functional execution is vital to ensuring the value Nihon Boehringer Ingelheim delivers commercially and medically.

Key Job Accountabilities:

Lead Department planning: identifying, shaping, and delivering a plan that operationalizes Nihon Boehringer Ingelheim’s Go-to-Market approach including field force targeting / sizing / planning increasing opportunity for brand and medical teams to effectively engage their target audiences.

Meet or exceed business objectives through effective team planning plus implementation and optimization of the Go-to-Market model.

Partner with the business to ensure that brand / medical strategies and activities are undertaken in alignment with Boehringer Ingelheim’s Global Go-to-Market approach, and that brand objectives and strategies are effectively implemented.

Maximize understanding, use and impact of existing channels whilst collecting and communicating quality business requirements for future engagement.

Drive compelling omni channel experiences including field force engagement that meet customer needs and bring together touch points (online and offline) to deliver a joined-up customer approach that will drive differentiation in the market and meet business needs.

Quality, depth, and regularity of omni-channel engagement

Successful operationalization of channel strategy

Clear translation of customer plans into omni-channel journeys.

Create a performance-based culture with clear accountability and a sense of urgency for achieving results. *　* Manage, track and report on channel and campaign performance, instilling a clear understanding across the business of where, when, and why success occurs.

Demonstrate deep understanding of core channel, brand, and medical performance data.

Support clear performance reporting in line with divisional approach.

Deliver Nihon Boehringer Ingelheim’s events program (offline and online); successfully identifying opportunities to improve experiences, leverage digital tools to maximize content opportunities, optimize the collection of useful and consistent data, and create efficiencies for the business.

Develop Events objectives and calendar in line with business tactical planning.

Monitor the successful implementation of events including Voice of Customers.

Supervise Central Go-to-Market Services and 3rd party partner relationships to ensure effective and timely delivery of all Nihon Boehringer Ingelheim’s requirements.

Quality / efficiency of delivery materials as assessed by key business stakeholders, asset performance and testing.

Lead and develop an effective Department team that at all levels are able and committed to delivering objectives and to fostering Boehringer Ingelheim’s Values and Behaviors.

Maintain team of highly capable and motivated individuals built through recruitment, retention and development of quality talent

Key Contacts:

The position would have various touch points across all levels including senior leadership, within Boehringer Ingelheim across matrix organization, improving our omni-channel marketing capabilities driving better engagement and satisfaction at each customer touchpoint, delivering clear data and insight back to the business.

Report to Head of Human Pharma Operations Division

Functional reports: approximately 20 employees

Primary internal interfaces:

Information exchange and dialogue with functions within Japan: Human Pharma Leadership Team, Marketing, Medicine, Sales Operations

Primary external interfaces:

Corporate senior management, Reginal Business Management, Global Therapeutic Area Leads, Go-to-Market Leads

Qualifications:

7+ years’ experience in the delivery of value across Customer Engagement, Business Analytics, Sales Force Effectiveness, Multichannel Analytics Customer Relationship Management

Proven leadership experience, inspirational leader with ability to partner, engage, and influence senior leadership and partners.

Provide strong Departmental leadership and vision, guiding members through successful on-going transformation.

Pharma or regulated industry experience preferable

Bachelor’s degree in relevant discipline

The position requires the ability to translate strategic direction into well-defined operational planning, and to effectively engage with stakeholders in a dynamic, changing, and complex organization.

Exceptional customer focus with experience of working cross functionally to translate strategic objectives and deep customer insights into effective operational execution.

Ability to operationalize strategies, monitor progress, and make necessary adjustments to achieve objectives.

Very strong analytical skills, ability to analyze data from multiple sources and identify insights, themes, operational issues, and areas for improvement.

Proven track record of leading projects and leading teams that successfully achieve milestones and deliverables.

Excellent collaboration, problem solving and negotiation skills.

Global communication skill in English (must-have)

Japanese language skill is desirable, but not mandatory.

Recruiter:Horiuchi

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.