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Head of Customer Experience Excellence Department

Human Pharma Operations Division

Role Purpose:

• Lead the execution of Nihon Boehringer Ingelheim’s Go-to-Market approach and objectives in line with Divisional strategy; ensuring that all operational initiatives deliver measurable impact whilst maximizing opportunities to feed useful data and information back into the business to drive Boehringer Ingelheim’s continued success.

• Partner with the Therapeutic Areas - Marketing, Sales, Medical - to achieve Nihon Boehringer Ingelheim business objectives and support global ambitions in with the Human Pharma Business Unit Intent, translating marketing and medical led customer plans into seamless, omni-channel activities across online and offline touchpoints.

• The role will be part of a joined up Divisional leadership team where delivering a customer led approach via cross functional execution is vital to ensuring the value Nihon Boehringer Ingelheim delivers commercially and medically.

Key Job Accountabilities:

• Lead Department planning: identifying, shaping, and delivering a plan that operationalizes Nihon Boehringer Ingelheim’s Go-to-Market approach including field force targeting / sizing / planning increasing opportunity for brand and medical teams to effectively engage their target audiences.

• Meet or exceed business objectives through effective team planning plus implementation and optimization of the Go-to-Market model.

• Partner with the business to ensure that brand / medical strategies and activities are undertaken in alignment with Boehringer Ingelheim’s Global Go-to-Market approach, and that brand objectives and strategies are effectively implemented.

• Maximize understanding, use and impact of existing channels whilst collecting and communicating quality business requirements for future engagement.

• Drive compelling omni channel experiences including field force engagement that meet customer needs and bring together touch points (online and offline) to deliver a joined-up customer approach that will drive differentiation in the market and meet business needs.

• Quality, depth, and regularity of omni-channel engagement

• Successful operationalization of channel strategy

• Clear translation of customer plans into omni-channel journeys.

• Create a performance-based culture with clear accountability and a sense of urgency for achieving results. *　* Manage, track and report on channel and campaign performance, instilling a clear understanding across the business of where, when, and why success occurs.

• Demonstrate deep understanding of core channel, brand, and medical performance data.

• Support clear performance reporting in line with divisional approach.

• Deliver Nihon Boehringer Ingelheim’s events program (offline and online); successfully identifying opportunities to improve experiences, leverage digital tools to maximize content opportunities, optimize the collection of useful and consistent data, and create efficiencies for the business.

• Develop Events objectives and calendar in line with business tactical planning.

• Monitor the successful implementation of events including Voice of Customers.

• Supervise Central Go-to-Market Services and 3rd party partner relationships to ensure effective and timely delivery of all Nihon Boehringer Ingelheim’s requirements.

• Quality / efficiency of delivery materials as assessed by key business stakeholders, asset performance and testing.

• Lead and develop an effective Department team that at all levels are able and committed to delivering objectives and to fostering Boehringer Ingelheim’s Values and Behaviors.

• Maintain team of highly capable and motivated individuals built through recruitment, retention and development of quality talent

Key Contacts:

The position would have various touch points across all levels including senior leadership, within Boehringer Ingelheim across matrix organization, improving our omni-channel marketing capabilities driving better engagement and satisfaction at each customer touchpoint, delivering clear data and insight back to the business.

• Report to Head of Human Pharma Operations Division

• Functional reports: approximately 20 employees

• Primary internal interfaces:

• Information exchange and dialogue with functions within Japan: Human Pharma Leadership Team, Marketing, Medicine, Sales Operations

• Primary external interfaces:

• Corporate senior management, Reginal Business Management, Global Therapeutic Area Leads, Go-to-Market Leads

Qualifications:

• 7+ years’ experience in the delivery of value across Customer Engagement, Business Analytics, Sales Force Effectiveness, Multichannel Analytics & Customer Relationship Management

• Proven leadership experience, inspirational leader with ability to partner, engage, and influence senior leadership and partners.

• Provide strong Departmental leadership and vision, guiding members through successful on-going transformation.

• Pharma or regulated industry experience preferable

• Bachelor’s degree in relevant discipline

• The position requires the ability to translate strategic direction into well-defined operational planning, and to effectively engage with stakeholders in a dynamic, changing, and complex organization.

• Exceptional customer focus with experience of working cross functionally to translate strategic objectives and deep customer insights into effective operational execution.

• Ability to operationalize strategies, monitor progress, and make necessary adjustments to achieve objectives.

• Very strong analytical skills, ability to analyze data from multiple sources and identify insights, themes, operational issues, and areas for improvement.

• Proven track record of leading projects and leading teams that successfully achieve milestones and deliverables.

• Excellent collaboration, problem solving and negotiation skills.

• Global communication skill in English (must-have)

• Japanese language skill is desirable, but not mandatory.

Recruiter:Horiuchi

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.