Executive Director – Customer Engagement and Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and oversee the enterprise strategy for HCP customer engagement and experience across therapeutic communities, brands, indications, and lifecycle stages.

• Convert HCP Experience priorities into engagement principles, experience standards, and collaborative approaches across communities.

• Uphold a comprehensive understanding of customer needs, journey pain points, engagement opportunities, and experience deficiencies.

• Create an integrated framework for HCP engagement that links customer insights, journey design, cross-functional planning, TLL/KOL engagement, omnichannel activation, and performance assessment.

• Facilitate engagement planning among Commercial, Medical Affairs, Clinical Development, Field, and therapeutic communities.

• Influence journey design, integrate voice-of-customer feedback, and establish experience metrics.

• Specify requirements for customer visibility and engagement orchestration tools in collaboration with Digital and enterprise technology teams.

• Direct and enhance the TLL field organization.

• Define TLL strategy, operational norms, role clarity, engagement standards, and performance expectations.

• Manage KOL priorities, congresses, advisory planning, peer-to-peer opportunities, and insight development.

• Incorporate TLL activities and insights into extensive customer engagement strategies.

• Act as a senior leader in HCP customer engagement and experience within the community model.

• Forge partnerships across therapeutic, field, medical, clinical, market access, patient experience, digital, insights, legal, regulatory, and compliance teams.

• Harmonize priorities and address engagement conflicts related to shared HCPs and KOLs.

• Promote best practices across therapeutic communities.

• Guide, mentor, and develop the Customer Engagement & Experience team and TLL organization.

• Enhance organizational capability in customer insights, planning, journey design, strategic relationship management, TLL/KOL engagement, experience standards, and cross-functional orchestration.

• Cultivate development opportunities while fostering a culture centered on customer-centricity, accountability, collaboration, innovation, excellence, and compliance.

⛳️ Requirements

• BA/BS degree required; advanced degree is preferred.

• Over 15 years of relevant commercial experience in biotech or pharmaceuticals.

• Extensive leadership experience in HCP marketing, customer experience, TLL/thought leader engagement, or therapeutic area leadership.

• Proven experience managing large field-facing or customer-facing teams within a complex network of empowered teams.

• Demonstrated leadership in HCP customer experience, enterprise KOL engagement, customer planning, and cross-functional collaboration in specialty, rare disease, immunology, neurology, biologics, or other intricate treatment markets.

• Strong grasp of HCP customer journeys, peer influence models, KOL engagement, TLL leadership, omnichannel engagement, and customer experience strategy.

• Proven ability to establish scalable engagement standards and governance, develop talent, and lead through organizational growth, ambiguity, and change.

• In-depth understanding of HCP customer experience strategy, customer engagement, thought leader engagement, and commercial execution in specialty, rare disease, biologics, or other similarly complex markets.

• Strong capability to design and implement enterprise engagement models across therapeutic communities, functions, brands, indications, and lifecycle stages.

• Excellent strategic and analytical thinking skills.

• Expertise in TLL leadership, KOL strategy, customer planning, journey design, voice-of-customer integration, and cross-functional orchestration.

• Familiarity with omnichannel customer journeys, customer analytics, engagement visibility tools, and continuous improvement methodologies.

• Ability to influence senior stakeholders, align teams, and navigate through ambiguity and change.

🏝️ Benefits

• Eligibility for short-term incentive programs.

• Eligibility for long-term incentive programs.

• Comprehensive benefits package.

• Retirement savings plans.

• Health benefits.