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Associate Director Customer Experience

7 months ago

Sydney, Australia Healthcare Professionals Group Full time

**Benefits**
High profile global biopharmaceutical organisation

Newly created role with strategic focus

Contribute to public health initiatives through innovative therapies

**About the company**
Recognised as a distinct leader across multiple portfolios and therapy areas, this biopharmaceutical organisation has experienced great success locally and globally in recent times. This includes market leading products that have prolonged lives, enhanced the quality of life and cured patients from debilitating diseases. With further products in late stages of development, this organisation is building on their current platform to continue to lead the market in specialised therapeutics. The culture is highly collaborative, accountable, patient focused and dedicated to developing and recognising potential in employees.

**About the opportunity**

**Healthcare Professionals Group** has partnered with one of the world’s most innovative biopharmaceutical companies in their search for a Customer Experience and Operations Associate Director. The Customer Experience and Operations Associate Director serves as a dedicated digital and F2F engagement point-of-contact for ANZ to support the enablement of brand strategies.

**Duties**
- Leads the creation of the ANZ Customer Experience strategy and platform (Technology) roadmap in collaboration with the ANZ LT and Global team
- Manages the delivery of the digital and CRM roadmap for ANZ in collaboration with global product owners, IT and global commercial operations
- Partners with business therapy areas and key Global functions (e.g. SFE, Digital delivery, IT) on development and delivery of omni-channel strategies.
- Bring external customer insights into the organisations that will help design customer experience journeys that meet the changing needs and achieve brand strategies
- Leverage a strong understanding of marketing principles and selling strategies to shift ANZ from traditional engagement models into an omni-channel and experienced based strategy.
- Work cross functionally with Legal, Medical and Commercial operations to pave the way for omni-channel enablement, removing roadblocks, creating pathways for seamless execution
- Brings in new ways of working that support the change in how we engage with customers (eg. Content approval processes, SOP, agile methodologies, new technologies to support efficient delivery)
- Delivers channel insights, metrics and recommendations for ongoing optimization of business plans
- Embed G360 as a key business enabler, partnering with the customer engagement and effective manager and in field managers to prioritise and optimise initiatives, delivering of territory plans, segmentation and targeting, resource optimisation activities.
- Lead the Omni-channel business partner team to deliver enhanced customer experience, operationalising and optimising the use of all enabled channels.
- Partner with the Business Insights team to enhance the evaluation the effectiveness of omni-channel strategies by establishing omnichannel tracking, system integrations, ICF data availability, activity and content tagging, metrics and measurement plans.
- Collaborate with the Change Lead to develop the omni-channel change plan, foster a test-and-learn environment, a growth mindset and build digital maturity across the enterprise
- Provide oversight of agency relationships, ensuing we have partners that meet our business requirements, strong ways of working are set up to enable execution, contractual arrangements are managed ongoing. (Eg. Veeva administration resources, Indegene content development provider)

**Skills and Experience**
- Bachelor’s degree required; MBA preferred
- Experience working in the pharmaceutical industry
- Experience in Marketing, including in marketing strategy, brand/business planning, analytics, multi-channel (digital and non-digital) marketing operations and campaign/tactic execution/management/ customer experience design, content strategy, and channel strategy
- Experience in project/program management of systems/technology working with off shore delivery teams
- Experienced people leader and manager - direct reports and contract resources
- Experience working with CRM and Field Sales teams and/or Field Sales/Operations background
- Experience and knowledge of the Legal/Medical/Regulatory review process
- Significant experience in execution of marketing and sales activities
- Experience in Human Centered Design, patient/customer journey mapping and/ or service design research a plus

**Culture**
Friendly and collaborative team culture; driven to bring forward therapeutics fuelled by passion, science, grit, compassion and courage to improve the lives of people around the globe.

**How to Apply**

**About us**

**Job details**:

- Location
- Sydney
- Salary
- Base Salary + Car Allowance + Super + Bonus + Shares
- Job Type
- Full Time
- Ref
- BH-40307
- Contact
- Owen Smith
- Contact phone
- +613 9938 7106
- Posted
- about