Associate Director, Commercial Operations Lead

**The Role**:
Reporting to the General Manager France, the Assoc. Director of Commercial Operations will play a crucial role in both developing and realizing a transformative experience for Moderna’s customers located in France.

Using your experience and understanding of the French Healthcare marketplace and by working closely with internal partners including digital, pricing, supply chain, account management, marketing, distribution and legal you will coordinate and oversee innovative programs to exceed customer expectations and drive Moderna’s business. In order to be successful, it is essential for the Associate Director of Commercial Operations to be at ease and have the demonstrated ability to navigate between overseeing activities of the Moderna Customer Contact Center, leading cross-functional teams and working closely with key customers to build strong business relationships at multiple levels.

At Moderna, we work collaboratively as a team, we boldly strive for excellence, we are constantly curious and committed to ongoing learning and improvement, and we are relentless in our pursuit of the best talent in the industry.

**Here’s What You’ll Do**:
Oversee the order-to-delivery process for Moderna’s customer base (retail pharmacies, health systems, physicians, pharma buying groups, wholesaler/distributors, hospital tenders, etc.) located throughout France.

Build enduring relationships with Moderna’s customers to exceed expectations related to order management, product delivery and ongoing customer service.

Maintain a strong working relationship with the Marketing and Account Management Teams to achieve a seamless customer transition between strategic discussions and operational activities.

Ensure a reliable distribution model to be in place as we transition from pandemic to endemic model

Actively participate and present at key customer meetings (on-site and remote) as requested.

Oversee activities of the Moderna Customer Contact Center including inbound customer service and outbound sales activities. Establish appropriate review and communication processes to ensure key customer experience performance indicators are met while achieving budget objectives.

Coordinate and monitor distribution activities of Moderna’s products to ensure activities meet/exceed internal and customer expectations.

Work closely with the Pricing/Contracting, Legal and Account Management Teams to implement the operational aspects of Moderna’s go to market contracting strategy.

Coordinate activities with Moderna’s Digital and Marketing Teams to ensure continued evolution of novel customer-facing and internal technology platforms.

Lead and/or participate in cross-functional teams focusing on continual improvement of Moderna’s customer experience

**Here’s What You’ll Bring to the Table**:
BS, Marketing, Business, Supply Chain and minimum of 10 - 15+ years Sales Operations experience in Vaccines, Pharmaceuticals or Biotech.

Management/oversight experience with call center representatives and/or partner sales organizations including inbound customer service and outbound sales activities.

Working knowledge of how large & complex health care providers (Health Systems, Retail Pharmacies, Integrated Physician Networks, etc.) purchase vaccines and pharmaceutical products.

Demonstrated success in account management or sales experience to large & complex health care providers.

Understanding of the distribution flow (both direct and indirect) of vaccines and pharmaceutical products from manufacturer to end-user health care provider including order entry, product delivery, inventory receipt, invoicing and managing product returns.

Experience implementing go-to-market contracting strategies including GPO, PBG (Pharma Buying Group), Wholesaler/Distributor and direct customer contracts.

Demonstrated success in exceeding customer service KPIs and sales targets in a high-volume environment.

Experience successfully leading cross-functional teams to develop innovative and novel customer solutions.

Experience working within the Vaccine/Pharmaceutical/Biotech commercial regulatory framework

Outstanding communication skills (verbal and written).

Ability to manage multiple projects in a fast-paced environment.

Ability to effectively collaborate effectively in a dynamic, cross-functional matrix environment.

Moderna offers personalized benefit programs and well-being resources as unique as our global workforce so employees can do their best work.

We recognize and appreciate your diverse needs and interests and do our best to support you at work and at home with:
Quality healthcare and insurance benefits
Lifestyle Spending Accounts to create your own pathway to well-being
Free premium access to fitness, nutrition, and mindfulness classes
Family planning and adoption benefits
Generous paid time off, including vacation, bank holidays, volunteer days, sabbatical, and a discretionary year-end shutdown
Education