Integrated Customer Engagement Operations Lead (CXME)

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 purpose of the Integrated Customer Engagement Lead is to develop and implement a comprehensive engagement strategy that aligns with the commercial organization’s needs, integrating Field Systems, Conventions and HCP Engagement/Peer to Peer initiatives to ensure seamless customer experiences. This role will be responsible for setting clear customer engagement goals, providing guidance to direct reports, and supporting team development to drive continuous improvement and innovation. The Lead is responsible for overseeing budgets across these channels, identifying cost-saving opportunities, and maintaining strong relationships with key stakeholders across the organization to foster collaboration across Therapeutic Areas, Brands and Sales, as well as other teams across the enterprise that utilize these channels.

 

Relationships

The role of Integrated Customer Engagement Lead reports directly into the Head of Customer Experience & Marketing Enablement. This role will regularly interface with direct reports, including Field Systems and Projects Lead, Conventions Lead and HCP Engagement Lead. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, Experience Operations, Marketing Operations, Experience Intelligence and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Integrated Customer Engagement Lead will interface with brand and TA teams, as well as others across the organization (including finance, CMR, MAPA).

 

Essential Functions

• Strategic Planning & Vision: Develop and implement a comprehensive integrated customer engagement strategy in alignment with the needs of the enterprise (inclusive of Therapeutic Area/Brand teams, Sales, MAPA, CMR and other functions). Ensure seamless integration of various customer engagement channels, including field systems, conventions, and HCP speaker engagements. Responsible for capability and technology roadmap aligned to organizational strategies to deliver integrated, best in class capabilities for customers and field teams
• Field Systems & Projects: Oversee and advise on the development of Field Systems strategies relating to all platforms (Veeva CRM and Field BI), ensuring alignment to Field Sales priorities and broader enterprise objectives across
• Conventions: Oversee and advise on the development of convention strategies, supporting the Conventions Lead to drive strategic engagement and alignment across the enterprise
• HCP Engagement: Oversee and advise on the development of Peer to Peer HCP engagement strategies, inclusive of speaker engagement, supporting technologies and overall HCP relations
• Leadership & Team Management: Set clear goals and expectations, provide regular feedback and guidance, and support professional growth and development to drive continuous improvement and innovation within the field systems, conventions and events, and HCP engagement and speaker program teams, aligning their efforts with business objectives and customer experience (CX) goals
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