Global Customer Experience Director

Reporting to the Global Head of Commercial Digital Innovation, the Global Customer Experience Director will be responsible for defining and refreshing the Customer Experience (CE) pillar’s strategy and roadmap, championing the CE transformation in Ipsen, coaching other Commercial Digital Innovation teammates with comprehensive CE knowledge, and managing flagship projects along the topics of CE transformation, CE planning, CE execution, CE measurement, CE capabilities.

**Main responsibilities / job expectations**

1/Assist the Global Head of Commercial Digital Innovation in setting the overall roadmap and priorities of the CE team within Commercial Digital Innovation
- Act as thought leader, painting the vision for world-class customer experience.
- Facilitate discussion of other CE team members and incorporate their inputs.
- Facilitate/guide CE teammates to gather input from brand and market teams and assess their CE maturity, resourcing and needs to inform roadmap definition.
- Ensuring the team is resourced and capable to deliver the vision and execute it in a timely manner.
- Work closely with cross-functional stakeholders to align the vision internally and remove barriers.
- Keep in touch with external trends to ensure latest best practices are adopted where applicable.

2. Manage flagship projects along the below topics and coach the other CE team members on the execution and delivery of their flagship projects:
CE planning: Work with the brands, markets, Strategic Business Excellence (SBE), Global Medical Affairs (GMA), Global Digital and IT to define and implement a best-in-class but pragmatic omnichannel customer engagement approach as part of the brand planning process.

CE execution: For prioritized brands and markets, support customer engagement plan execution (e.g., HCP targeting, Marketing automation, 3 parties management, etc.).

CE measurement: Define CE performance measurement framework: How CE operational metrics link to actual performance indicators.

Working with Business Intelligence and Analytics (BI&A), Salesforce Effectiveness (SFE), Global Digital, IT, support prioritized brand and market initiatives in measuring impact.

CE capabilities: Align with Strategic Business Excellence (SBE) to develop and improve brand excellence including OCE specific modules.
- Deliver training and coach brands/ markets.
- Develop prioritized content and channel capabilities (e.g., content factory, virtual meetings, webcasts, etc.)
- Define target operating model to enable CE execution (e.g., what technology, what platforms, what roles/ responsibilities, what data, etc.).
- Develop and spread CE best practices, playbooks, and toolsets available to brands and markets.

3. Champion CE transformation in Ipsen
- Working with the different functions, brands, and markets, lead the definition of a CE transformation strategy supporting Ipsen Group’s corporate strategic objectives.
- Embark the Group and the leadership in the CE transformation:

- evangelizing the opportunity for omnichannel approaches with the key business executives in the company (ELT/ GLT/ GM levels), ensuring they are fully aware of this strategic opportunity; this will entail creating appropriate user cases and the related business cases
- building CE capabilities, including the development of CE skills and knowledge within the organization,
- implementing fit for purpose organization & operating model.

**Experience**
- MBA, MS, MD, PhD or other relevant graduate degree with 8+ years of working experience or bachelor’s degree with 10+ years of working experience in pharma or agencies/consultancies serving pharma clients.
- At least 2+ years in international / global function and extensive direct experience in omnichannel customer experience/engagement across multiple pharma companies/therapeutic areas and geographies.
- Prior direct experience in pharma commercial functions strongly preferred (e.g., Marketing, Sales).
- Proven ability to shape an inspiring vision, define the strategic roadmap, with a thorough and structured thought process.
- Proven ability to manage operations, execute against the strategy & problem solve pragmatically to deliver measurable business results, prioritize and stay organized while juggling multiple projects, with attention to detail.
- Executive presence with clear, structured, concise communication (written and verbal), ability to present compellingly and confidently to C-level audiences; high EQ, maturity, and adaptability to navigate, influence, and act as a change agent in a global matrix organization.
- Strong leadership skills with demonstrated results in coaching and influencing without formal authority.
- Fast learner, team player, comfortable within a fast-changing environment.

**Languages**
- Fluent in English (spoken and written).
- French a plus.