Associate Director, Customer Engagement Technology, US Medical Affairs

Job Description

Kite is seeking an Associate Director of Medical CRM Capabilities to drive the strategy, implementation, and operations of CRM capabilities for Medical Affairs. This is an exciting opportunity to optimize the interactions and relationships between Kite's Medical Affairs department and healthcare professionals (HCPs) incl KOLs. This role involves managing and leveraging the Medical CRM system to enhance communication, track engagements, and gather insights that support medical strategy and scientific exchange. The incumbent will be a key member of the Global Customer Engagement Technology team, reporting into the Head of Global Customer Engagement Technology, and is expected to partner effectively across key stakeholders including Medical Affairs, IT, Compliance, and Business Operations to design scalable customer engagement capabilities aligned to the Medical Affairs organization’s strategic imperatives. This position is part of the Global Data and Digital Innovation (GDDI) team and can be based at our headquarters in Santa Monica or our offices in Foster City. This is a hybrid role, requiring 3 days per week onsite.

Key Responsibilities:

• Lead the implementation of Kite’s US Medical customer engagement technology roadmap

• Develop and foster partnerships with cross functional and cross company team members to successfully pull through CRM projects for Medical affairs organization

• Partner closely with Medical Affairs and operations teams to define requirements and roll out solutions to field medical teams

• Collaborate with the IT team and vendors to guide the implementation of CRM processes and customer data requests from the business

• Collaborate with Medical Science Liaisons (MSLs) and other Medical Affairs team members to ensure information housed in the CRM translates to the business needs, providing reliable reporting and information sharing related to field execution

• Provide functional expertise and direction that strengthen field force capabilities

• Gather field and home office team’s input to define and refine the business value of CRM capabilities

• Develop and optimize the integration with the Alignment, MDM, and reporting platform

• Manage data quality, data analysis and decision support in CRM ecosystem

• Oversee the day-to-day operations and maintenance of the Medical CRM system.

• Plan, create, and maintain associated training and communication needs of the CRM related capability launches in partnership with Sales Operations

• Own change communication plan for all the downstream users and functional teams of Medical Customer engagement capabilities.

• Lead brainstorming and solution work sessions with cross functional stakeholders and partner teams

• Lead the interaction with end users to gather business requirements / metrics and communicate value customer engagement solutions.

• Ensure operational support needs and downstream implications are addressed when developing solutions

• Facilitate continuous productivity by identifying opportunities to create accelerators, re-useable components, or processes, and deliver improvements

• Employ project management and business analysis practices to develop solutions forward within budget, scope, and timelines.

Basic Qualifications:

• Advanced scientific degree (i.e. MD, PharmD, PhD) and 5+ years of experience OR

• Master’s Degree and 8+ years of experience OR

• Bachelor’s Degree and 10+ years of experience OR

• Associate’s Degree and 12+ years of experience OR

• High School Degree and 14+ years of experience

Preferred Qualifications:

• Thorough experience with Veeva CRM or other CRM systems commonly used in the pharmaceutical industry.

• Deep knowledge of medical information management and inquiry handling processes.

• Excellent understanding of business technology systems

• Experience implementing technology systems with field team users and HQ users

• Professional experience in life sciences, consulting, with progressively increasing responsibility.

• Advanced analytical, problem-solving, change management and consulting skills

• Initiative-taking and thoughtful approach to meeting business needs and identifying business opportunities

• Excellent interpersonal, teamwork, and collaboration skills

• Adaptable and comfortable in a collaborative and inclusive company environment

• Creative and thoughtful critical thinking skills

• Ability to work and achieve goals independently as well as part of a team

• Experience with project management, change management and agile principles

• Excellent written and verbal communication skills