Head of Commercial Excellence

The CX & Marketing Head plays a pivotal leadership role in shaping the company’s marketing strategies and customer experience (CX) across its therapeutic portfolio. This position is responsible for developing marketing strategies that align with business objectives while ensuring that every customer touchpoint—whether with healthcare professionals (HCPs), patients, or stakeholders—delivers a consistent, positive, and valuable experience.

 

Effective collaboration with internal teams—such as the field force/customer engagement team, medical, regulatory, and market access—is essential for ensuring compliance and maintaining high ethical standards in marketing efforts. This collaboration enhances the customer journey and is crucial for driving both product success and a customer-first approach in the pharmaceutical market.

 

Key Accountabilities:

 

• Strategic Leadership in CX and Marketing

• Therapeutic Area Marketing Strategy: Develop and lead comprehensive marketing strategies for specific therapeutic areas, integrating CX principles to ensure marketing efforts enhance customer engagement and satisfaction. Strategies should align with broader business goals and market needs.
• Lifecycle and CX Management: Oversee marketing throughout the product lifecycle, ensuring all marketing activities improve the customer experience across channels. Focus on patient and HCP engagement to strengthen brand loyalty and product success.
• Growth and Innovation through CX Integration: Leverage insights from customer feedback and market trends to identify opportunities for growth. Develop strategies that prioritize customer experience as a key differentiator in the market.

• Cross-Functional Collaboration with CX Focus

• Internal Leadership and CX Alignment: Lead the marketing team and work closely with customer engagement, medical, regulatory, and market access teams to ensure that marketing strategies and customer experiences are consistent, compliant, and aligned with the company’s values.
• External Stakeholder Engagement with CX in Mind: Develop and maintain strong partnerships with key opinion leaders (KOLs), healthcare professionals, and patient advocacy groups. Ensure that all marketing initiatives reflect the needs of stakeholders and provide meaningful value.

• CX-Centric Marketing and Digital Innovation

• Customer Engagement Programs: Create and implement customer engagement programs that deliver value and enhance the experience of HCPs and patients. These programs should be tailored to their needs, focusing on both educational and supportive interactions.
• Omnichannel Marketing and CX Integration: Oversee the execution of omnichannel marketing strategies that deliver a consistent and seamless experience across digital and traditional channels. Use CRM tools and analytics to track engagement and continuously refine the customer experience.
• Customer Insights and Feedback: Use customer feedback and data insights to refine marketing strategies. Ensure that HCPs and patients' needs are integrated into decision-making processes, improving the overall experience at every stage of the product lifecycle.

• Ethical Branding, Promotion, and CX Excellence

• Brand Development with CX Focus: Build and execute brand strategies that position the company as a trusted partner in healthcare, emphasising the importance of customer experience in all marketing and communication efforts.
• Regulatory and CX Alignment: Ensure that all customer-facing programs and marketing initiatives comply with local and international healthcare regulations while promoting a positive and ethically sound customer experience.
• Market Awareness and Competitive Differentiation through CX: Continuously monitor competitor activities and market trends to ensure the company's therapeutic products stand out for their superior customer experience, alongside clinical excellence.

• Financial and Performance Accountability

• Measuring CX Impact: Implement metrics to evaluate the success of CX and marketing initiatives. Use non-commercial KPIs such as stakeholder satisfaction, engagement quality, and patient outcomes to measure the effectiveness of customer experience programs.
• Budget Management with CX Prioritization: Allocate resources to initiatives that enhance both bu