Lead Customer Excellence

Description
Lead Customer Excellence

About Astellas
At Astellas we are a progressive health partner, delivering value and outcomes where needed.

We pursue innovative science, focusing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions.

We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage.

Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn't a buzzword - it's a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.

We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their care-givers, to ensure the medicines we develop continue to provide meaningful outcomes.

Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.

The Opportunity
As Lead Customer Excellence, you will be accountable for driving the development of customer-facing capabilities across the affiliate, ensuring excellence in customer engagement while aligning local priorities with the EMEA Customer Excellence strategy.

You will work closely with Commercial Leadership, Field Training, National Sales, Medical, Marketing, and Care Pathway teams to define future capability needs, support scalable and agile learning programs, and strengthen key competencies—particularly in oncology and specialty products.

In this role, you will foster a strong culture of compliance and continuous improvement, maximize the use of EMEA Customer Excellence platforms and tools, and represent the affiliate within EMEA networks to co-create and deploy best-in-class Customer Excellence solutions.

Hybrid Working
At Astellas, we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.

Key Responsibilities

• Collaborate with Commercial, Sales, Field Training, and EMEA Customer Excellence teams to define future capability needs, identify critical priorities, and support local initiatives while managing alignment with EMEA priorities.
• Design, deploy, and continuously improve scalable and agile learning programs that build differentiating customer-facing capabilities, with a strong focus on oncology, specialty products, and Key Account Management.
• Ensure the availability, implementation, and continuous improvement of a robust training curriculum for all customer-facing roles, guaranteeing excellence in customer interactions and full compliance with local codes and regulations.
• Build and sustain a strong compliance and continuous improvement culture by assessing customer-facing capabilities, identifying gaps, reporting to affiliate and EMEA leadership, and co-creating action plans to enhance skills and ensure high compliance standards.
• Manage the affiliate's Customer Excellence vendor portfolio, identify innovative partnership opportunities inside and outside the industry, leverage EMEA training platforms, and benchmark external best practices for potential application at Astellas.

Essential Knowledge & Experience

• Proven experience in a similar role within the pharmaceutical industry (Operational/Commercial Excellence, Marketing, or Sales), demonstrating strong leadership and training capabilities.
• Solid knowledge of Customer Excellence methodologies, Key Account Management, and training of customer-facing teams.
• Experience working with Veeva and strong proficiency in Excel, Access, and PowerPoint.
• Proven ability to work cross-functionally at both local and international levels, with strong communication and influencing skills.
• Fluent in spoken and written English, with frequent interaction with European/EMEA stakeholders.

Preferred Knowledge/Experience/Qualifications

• Experience contributing to or leading pan-EMEA Customer Excellence programs or cross-affiliate initiatives.
• Strong strategic orientation with the ability to design and deploy strategic plans and action roadmaps.
• Demonstrated ability to co-create operational standards, models, and a common customer engagement language.
• Proven capability to identify partnership opportunities and build effective internal and external networks.

Education

• Bachelor's or Master's degree in Business, Life Sciences, Marketing, or a related field, or equivalent

Additional Information

• This is a permanent full-time position.
• Location: This position is based in France.
• This position follows our hybrid working model. Role requires a blend of home and minimum 2 day per week in our respective local affiliate office. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office.

We Offer

• A challenging and diversified job in an international setting
• Opportunity and support to continuous development
• Inspiring work climate

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Beware of recruitment scams impersonating Astellas recruiters or representatives. Authentic communication will only originate from an official Astellas LinkedIn profile or a verified company email address. If you encounter a fake profile or anything suspicious, report it promptly to LinkedIn's support team through LinkedIn Help.

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