Commercial Excellence Lead, EUCAN & International

This is what you will do:

The Head of Commercial Excellence (ComEx) at Alexion Pharmaceuticals EUCAN and International is a strategic and operational leader tasked with driving commercial effectiveness and customer-centric initiatives. The role focuses on designing a customer engagement model, developing and implementing the Commercial Excellence (CE) playbook, and developing innovative methodologies to identify and target new customer segments. A key element of the role is the Strategic Vision to develop a Customer Centric approach and ensuring that the commercial organization is trained and developed with the customer in mind. This position requires deep pharmaceutical industry experience, strong project management skills, and expertise in Commercial Excellence—preferably gained at both leading firms (such as ZS Associates or IQVIA) and Biotech/Pharma companies (Rare is a plus).

Impact on Organization: This role will drive Alexion Pharmaceuticals’ commercial success by embedding customer-centric strategies, improving operational effectiveness, and developing high-performing teams. Through leadership and innovation, the Head of Commercial Excellence will contribute directly to Alexion’s mission of transforming patients’ lives.

• Success of the customer engagement model, evaluated through satisfaction, retention, and acquisition metrics.
• Customer Experience  program. From Education to Customer Journeys and NPS.
• Adoption and measurable impact of the enhanced Commercial Excellence playbook.
• Effective training delivery and measurable improvements in team capabilities.
• Timely and successful completion of strategic projects and initiatives.

You will be responsible for:

Key responsibilities:

Strategic Customer Engagement Model Development:

• Design and implement a robust customer engagement model tailored to Alexion’s therapeutic areas and market dynamics.
• Integrate digital tools, advanced analytics, and omnichannel strategies to elevate customer experiences and satisfaction.
• Align the engagement model with global and regional commercial objectives to maximize impact.

Lead the Customer Centricity Mindset and translation into Customer Experience

• Education and awareness on “customer centricity”
• Diagnosis of Customer Journeys (CJ) and strategic definition of CJ to be
• Customized customer engagements for Moments of Truth (MoT)and Moments of Pain (MoP)
• Monitoring of Customer Experience (CX)

Refinement and Activation of the CE Playbook:

• Enhance and operationalize the CE playbook, ensuring it reflects best practices and delivers measurable value across geographies.
• Partner with local teams to embed the playbook into commercial strategies and processes, ensuring consistent execution and adoption.
• Regularly update the playbook to incorporate market feedback, competitive insights, and evolving customer needs.

Customer Identification and Targeting Methodologies:

• Develop innovative methodologies for identifying and engaging new customers, including advanced segmentation and targeting techniques.
• Utilize data and insights to create actionable plans for expanding customer bases and improving market penetration.
• Partner with Sales Force Effectiveness, marketing and sales teams to operationalize these methodologies effectively.

Training and Capability Building for a competitive mindset:

• Coordinate with the Training team in Global the design and delivery of comprehensive training programs focused on enhancing the customer-centric capabilities of the commercial organization.
• Foster a culture of continuous learning and improvement to ensure teams remain skilled and agile in responding to customer needs.
• Incorporate best practices and frameworks from prior experience into development programs.

Project Management and Cross-Functional Leadership:

• Lead complex, cross-functional projects to ensure timely delivery of commercial excellence initiatives.
• Collaborate with global, regional, and local teams, including marketing, sales, market access, and legal, to ensure alignment and seamless execution.
• Act as a thought leader and central point of expertise for Commercial Excellence within the organization.

Performance Measurement and Continuous Improvement:

• Define KPIs and track the impact of Commercial Excellence initiatives, customer engagement strategies, and training programs.
• Regularly analyze performance data to identify opportunities for improvement and share insights with key stakeholders.
• Incorporate lessons learned into ongoing