Director (m/f/d) Customer & Field Force Excellence

Descrizione del lavoro

Director (m/f/d) Customer & Field Force Excellence

Key Responsibilities:

1. Strategic Business Partneriung

· Shape the customer engagement strategy and setup for the German affiliate, ensuring clear alignment with local business priorities and global Commercial Operations frameworks to maximize commercial impact and customer experience.

· Translate Business Unit strategies and market requirements into scalable concepts covering customer engagement models, field force setup and omnichannel execution.

· Act as a strategic sparring partner for Business Unit Directors, Sales Leaders and Marketing Leads on all Sales Operations and Digital Marketing aspects.

2. AI Strategy & Digital Commercial Infrastructure

· Own the AI strategy and roadmap for the German affiliate; prioritize high‑impact use cases, drive delivery, and build AI capabilities and adoption.

· Bring a proven AI track record, continuously injecting external best practices and insights from other companies and industries.

· Own CRM strategy and local governance, partnering with local Business Process Owners and global stakeholders.

· Lead the digital commercial infrastructure enabling omnichannel engagement (sales & marketing automation, consent, web, events).

· Ensure stable operations, continuous improvement, and strong adoption of digital and AI‑enabled tools across Sales and Marketing.

3. Sales Force Effectiveness & Resource Allocation

· Design and continuously evolve sales force structures in line with business needs, including segmentation & targeting, territory alignment, call planning and sales priority list definition.

· Support Business Units in data‑driven resource allocation across sales teams and engagement channels.

· Establish clear governance, standards and processes to ensure consistency, transparency and scalability of SFE approaches.

· Responsible for all aspects of incentive compensation for field teams across therapeutic areas, including IC plan design, goal setting, administration, reporting, communication, awards/contests, data integrity/accuracy and IC governance.

· Continuously evolve incentive frameworks to support strategic priorities and market dynamics.

4. Omnichannel Strategy Enablement & Execution

· Enable and advise Business Units to design, execute and optimize omnichannel engagement strategies and campaigns across personal and non‑personal channels.

· Drive continuous optimization of customer journeys and engagement strategies based on performance data, actionable insights and close cross-functional alignment.

· Foster innovation in customer engagement channels and concepts to fuel business performance and competitive fitness.

5. Leadership, Capability Building & Stakeholder Management

· Lead, develop and inspire the C&FFE team, fostering a culture of accountability, continuous improvement and customer centricity.

· Build strong, trust‑based relationships with key internal stakeholders including Commercial Operations leadership, Business Units, Sales, Marketing, Finance, Medical and global Commercial Operations teams.

· Proactively identify and drive innovation opportunities, new technologies and ways of working to continuously enhance C&FFE capabilities.

Required Skills and Experience:

· Industry Experience:
Minimum of 10+ years of experience record in commercial operations, sales force effectiveness, digital marketing ideally within the biotech, pharmaceutical, or healthcare sector.

· AI & Tool Experience:
Stong understanding of innovation trends in commercial excellence in Pharma. Hands-on experience with digital marketing platforms and tools such as Salesforce Marketing Cloud (SFMC), Sitecore, and Veeva. Advanced knowledge of global Sales and Marketing organizations and pharmaceutical data sources (e.g., IQVIA, SHA, DRG, etc.) is required.

· Analytical Skills:
Ability to interpret campaign data and translate insights into actionable recommendations for performance optimization. Strong strategic thinking with the ability to translate complex business requirements into scalable solutions. A firm grasp of complex modeling techniques related to various types of high-level analysis (e.g., forecasting, sales incentive modeling, etc.) is required.

· Omnichannel & Marketing Expertise:
Deep understanding of omnichannel marketing strategies and customer engagement across digital touchpoints. Proven track record in leading complex commercial infrastructures (e.g. CRM, digital engagement platforms) and large cross functional initiatives.

· Leadership Skills:
Strong leadership skills with an ability to set a vision, to lead change, and to lead and mentor others. Demonstrated ability to lead, inspire and develop diverse teams through direct and/or lateral leadership with strong influencing skills in a complex matrix organization.

· Communication & Collaboration:
Excellent interpersonal and communication skills, with the ability to collaborate effectively across cross-functional teams and external partners. Must be able to present complex information in an accurate and persuasive manner to all levels of management. Fluent English and German language skills a requirement.

· Accountability & Precision:
High level of ownership for the accuracy, reliability, and timeliness of key data and reporting deliverables.

· Digital Mindset:
Passion for digital innovation and continuous learning, with a proactive approach to staying ahead of emerging trends and technologies.

· Academic Background:
University degree in Information Technology, Business Administration, Life Sciences, or a related field.