Senior Director Marketing, Customer Experience, HIV Prevention

Arbeitsbeschreibung

As Senior Director Marketing, Customer Experience, HIV Prevention, you will play a critical and exciting role in helping the US marketing organization support the current HIV prevention portfolio and potentially launch future HIV prevention therapies.

Key responsibilities:

• Establish a model to evaluate CX maturity and performance and evolve roadmap to support current and future portfolio.
• Orchestrate collaboration between CX and other functions to provide a positive experience across the customer journey.
• Apply customer centered thinking to problem solving, solution design, and service development.
• Drive customer journey mapping & experience design to deliver optimal experience for multiple customer groups.
• Own Voice of Customer Program. Establish strategy and build engine to systematically collect ongoing feedback from multiple customer types. Develop, lead, and evolve processes for monitoring and addressing customer feedback – leaning into key metrics, such as CSAT, CES, NPS, among others.
• Identify, measure and track CX KPIs and share insights cross functionally by demonstrating connections between functions. Lead and champion changes to cross functional ways of working.
• Shape the annual strategic and tactical plan for HIV prevention, translating brand strategy into prioritized CX initiatives with clear business cases, resourcing, and implementation roadmaps.

Knowledge:

• Demonstrated experience in launching Voice of Customer Programs preferably within pharmaceutical organizations.
• Proven leadership skills with an ability to set a vision, to lead change, and to lead and mentor others are required.
• Requires highly developed leadership skills with an ability to set a vision, to lead change, and mentor others.
• Must possess excellent strategic thinking skills with ability to formulate, develop and execute development strategy.
• Must possess excellent interpersonal skills with ability to lead, interact with, focus, resolve conflict and drive consensus among individuals from a variety of cultures, and disciplines.
• Must have strong executive presence with ability to command respect through exercise of sound business judgment and clear decision-making.
• Excellent communication skills, highly competent presenter, able to gain credibility, engender trust and influence all levels, strong partnering skills, bias for action and tangible results
• Must have excellent management skills including training, performance management, planning, prioritization, objective setting, recruitment and selection, meeting management and plan execution.
• Must possess a demonstrated ability to conceive, develop and implement multi-dimensional marketing and business plans.
• Must have demonstrated excellence in project management and effectively directing and overseeing multiple projects/priorities.
• Must be able to successfully perform highly complex budget management with and highly developed understanding and experience with revenue forecasting.
• Must possess an extensive understanding of pharmaceutical regulatory requirements and impact on development of marketing materials experience or exposure to Gilead franchises is preferred.
• Specific education and experience requirements:
• 10+ years of experience.
• A Bachelor’s degree in marketing or related fields is required.
• Advanced experience with product lifecycle management is desirable.
• An advanced science degree such as MD, PharmD, PhD or an advanced business degree such as an MBA is desirable.
• Extensive knowledge and experience in pharmaceutical product life cycle management in a variety of therapeutic areas preferred.
• Biopharmaceutical or Pharmaceutical experience preferred.