Customer Engagement Lead (MASH)

About the Department 

Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.

 

We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

 

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

 

The Position

The Customer Experience Lead will play a crucial role in ensuring the success of our field teams by overseeing field preparedness, sales force execution, launch meetings, training programs, sample distribution, and related initiatives. This position requires a strategic thinker with strong leadership skills and the ability to collaborate effectively across multiple departments to drive results.

 

Relationships

Reports to the Integrated TA Strategy Lead. Collaborates with sales and market access and policy/advocacy (MAPA) leadership to optimize field force execution strategies and ensure alignment with overall business goals. Leads and motivates the sales force to achieve targets and exceed performance expectations, and monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions as needed. The customer engagement lead has a team of HCP managers reporting to them.

 

Essential Functions

• Field Strategy and Preparedness: Develop and implement strategies to ensure the field team is well-prepared for launch and ongoing sales activities and collaborate with cross-functional teams to gather insights on market trends, competitor activities, and customer feedback
• Business and Launch Meetings: Oversee, coordinate, and execute successful product launch meetings, ensuring alignment with overall brand/therapy area goals and objectives. Work closely with marketing and sales teams to develop engaging and impactful launch materials and presentations
• Training Programs: Collaborate on the design and implementation of the training programs for the field team, incorporating product knowledge, selling skills, and compliance guidelines. Evaluate training effectiveness and make continuous improvements to enhance team performance
• Sample Management: Oversee the distribution and tracking of product samples to healthcare professionals, ensuring compliance with regulations and company policies. Collaborate with supply chain and sales teams to optimize sample inventory levels
• Customer Engagement: Lead the engagement strategy for external customers with personal promotion efforts focused on KOLs, Pharmacists, HCPs, Virtual Sales Team, etc. Deliver brand objectives to achieve high ROI of promotional efforts
• Budget Management: Ensure productive management of the marketing budget to optimize resources, drive effective strategies and ensure budgets remain on track. Evaluates appropriate use of resources to ensure attainment of unit, department and Company profitability goals
• Performance Metrics and Reporting: Establish brand key performance indicators (KPIs). Ensure accurate measurements are being collected and provided to the cross functional team
• People Development and Coaching: Responsible for setting and communicating clear individualized role expectations for each report based on position, skills, talents, and objectives. Ensure that reporting personnel have strengths-based individual development plans (IDP), with annual goals and measure