Head of Customer Experience Strategy (m/f/x)

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Passion for Innovation. Compassion for Patients.

 

With over 120 years of experience and more than 17,000 employees in over 20 countries, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world. In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life. In Oncology, we strive to become a global pharma innovator with competitive advantage, creating novel therapies for people with cancer. Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries and Canada.

 

 

We are seeking highly qualified candidates to fill the position:

 

Head of Customer Experience Strategy (m/f/x)

 

The Position:

Specialty Medicines Business Unit, Daiichi Sankyo Europe is recruiting a Head of Customer Experience Strategy. Join our Commercial Operations group to shape the future of our portfolio and our commercial success. The Head of Customer Experience Strategy Europe is responsible for setting the strategic framework of our Specialty Medicine portfolio, brands and digital solutions focusing on an integrated approach of customer experience, considering its end to end journey. He/She is responsible for maximizing customer experience, aligning strategic frame cross-functionally and with our affiliates. He/She is leading and developing a team focusing on value creation for HCPs and patients, through content generation and digital solutions always anchored on insights. 
You combine business, marketing, digital solutions and operational experience and are focused on continuous improvement. You have successful experience building impactful customer experience and implementing digital added value solutions in a country organisation. You are a passionate individual and are committed to bring value to patients. 
At Daiichi Sankyo, we care for every heartbeat and you will help us to make a difference in the life of patients living our values, Collaboration, Courage, Commitment and Integrity.

 

Roles & Responsibilities:

• Sets the strategic framework for the portfolio of brands and digital solutions focusing on an integrated approach of customer Experience, considering end to end journey
• Drives cross functional engagement for comprehensive Customer experience strategy development including, Medical affairs, Market access, Marketing & sales and Digital Excellence
• Drives implementation of Single Minded Proposition for the Specialty Medicine and brands and defines framework for planning and customer experience excellence
• Responsible for the design of E2E customer journeys together with Digital Excellence and the delivery of Customer Experience Plan for the portfolio based on insights
• Delivers Content according to strategy and standard focusing on value creation and end user experience
• Supports and challenge the operational implementation of strategic framework working in close collaboration with the customer engagement capabilities department and focus on continuous improvement of customer experience and value creation
• Leads and develops the Portfolio and Brand Customer Experience teams for Specialty Medicine

 

Education & Professional Experience:

• MBA/ marketing degree
• + 11 years experience
• Commercial experience and acumen - Experience in building impactful customer experience
• Hands-on proactive approach and accountability
• Good communication and strong social skills
• Experience to work in and lead cross-functional and cross-cultural teams
• Ability to work in English - fluent written and spoken, additional language is a plus

 

Why work with us?

Working at Daiichi Sankyo is more than just a job – it is your chance to make a difference and change patients’ lives for the better. We can only achieve this ambitious goal together. That is why we foster a culture of mutual respect and continuous learning, with a strong commitment to inclusion and diversity. Here, you will have the opportunity to grow, think boldly, and contribute your ideas. If you have a proactive mindset and passion for addressing the needs of patients, we eagerly await your application.

For more information: www.daiichi-sankyo.eu