Executive Director, Marketing Customer Experience

Job Description

Gilead's mission is to discover, develop, and deliver therapies that will improve the lives of patients with life-threatening illnesses worldwide. Within the U.S. HIV Prevention Business Unit, the Executive Director, Marketing Customer Experience, is responsible for overall customer experience once a prescribing decision is made. Working closely with cross-functional teams, you will ensure plans are aligned with the overall marketing and business strategy.

KEY RESPONSIBILITIES

Responsible for ‘overall customer experience’ once a prescribing decision is made for a pharmaceutical product.

• Sets vision and direction for customer experience for PrEP across the organization
• Ensures clarity across the organization on customer journey and ensuring excellence across all channels
• Identifies and prioritizes key drivers and barriers; recommends and drives solutions and innovation
• Leads acute and systemic ‘problem solving’ with appropriate partners as called upon
• Builds mechanisms for measurement; KPIs and drives insight generation
• Monitors industry and outside of trends and incorporates best practices and customer experience strategies

Recommends and Directs Product Administration Strategy and Execution and is Brand Team Lead on Access/Acquisition/Implementation Strategy and Execution in the US

• Leads Brand team in “Administration” Activation through the Nurse Educator Team [from strategy to execution]
• Leads Brand team in Injection-related Content/Materials/Messages, etc. Ensures it’s fit for purpose for integration across teams and channels
• Leads Brand team in content and messaging related to access, acquisition, and implementation for HCPs, Offices, and Consumers—the team will also execute select materials for field pull-through
• Leads the Brand team in providing input to key x-functional initiatives and decisions that affect or drive customer experience, such as the patient support program, specialty pharmacy offerings, telehealth, digital tools/capabilities, etc.

Global Brand Workstream Contributor regarding Access, Administration, Acquisition, Implementation work

Skills /Competencies:

• Deep understanding of consumer behavior and journey mapping
• Expertise in data-driven marketing, analytics, and CRM tools
• Strong leadership and project management skills with the ability to manage multiple priorities in a fast-paced environment
• Exceptional communication and presentation skills, with the ability to influence stakeholders at all levels
• Familiarity with regulatory environments in the biotech or healthcare industries is a plus.

Knowledge, Experience, and Skills:

• Balances exceptional technical expertise with strong strategic thinking and practical business orientation
• Able to distill complex information to essential knowledge and persuasively present to all levels of management
• Able to assume full responsibility for accuracy, reliability, and timeliness of deliverables completed through own efforts or those of subordinate employees, i.e., both leader and hands-on contributor
• A firm grasp of complex forecasting & modeling techniques that support various types of strategic analytics (e.g., forecasting, business analytics, sales incentive modeling, etc.) is preferred. Candidates with strong analytical capabilities without forecasting experience are also encouraged to apply.
• Must be able to recognize and interpret business issues/opportunities and recommend solutions persuasively supported with rigorous analysis
• Experience in a pharmaceutical environment is desirable, as is a solid understanding of principles relating to the area of functional specialization

Basic Qualifications:

Bachelor's Degree and Fourteen Years’ Experience OR Masters' Degree and Twelve Years’ Experience OR PhD and Twelve Years’ Experience

Preferred Qualifications:

• 14+ years of experience and a Bachelor’s degree in business administration, economics, finance, or related fields; or 14+ years of experience and a Master’s degree in business administration, economics, finance, or related field.
• 10+ years of relevant experience in sales/marketing analysis, statistical analysis, or financial forecasting in the pharmaceutical or biotech industry
• Highly developed interpersonal skills with the ability to lead, interact with, focus, resolve conflict, and drive consensus among individuals from a variety of cultures and disciplines critical
• Demonstrated ability to lead, collaborate, and influence cross-functional stakeholders and executive management
• Strong knowledge of the roles of other functions (Finance, Market Research, Marketing, Managed Care, Medical, Digital, etc.)

People Leader Accountabilities

•Create Inclusion - knowing the business value of diverse teams, modeling inclusion, and embedding the value of diversity in the way they manage their teams.

•Develop Talent - understand the skills, experience, aspirations, and potential of their employees and coach them on current performance and future potential. They ensure employees are receiving the feedback and insight needed to grow, develop, and realize their purpose.

•Empower Teams - connect the team to the organization by aligning goals, purpose, and organizational objectives and holding them to account. They provide the support needed to remove barriers and connect their team to the broader ecosystem.