**Head of Customer Experience Excellence Department** Human Pharma Operations Division **Role Purpose:** + Lead the execution of Nihon Boehringer Ingelheim’s Go-to-Market approach and objectives in line with Divisional strategy; ensuring that all operational initiatives deliver measurable impact whilst maximizing opportunities to feed useful data and information back into the business to drive Boehringer Ingelheim’s continued success. + Partner with the Therapeutic Areas - Marketing, Sales, Medical - to achieve Nihon Boehringer Ingelheim business objectives and support global ambitions in with the Human Pharma Business Unit Intent, translating marketing and medical led customer plans into seamless, omni-channel activities across online and offline touchpoints. + The role will be part of a joined up Divisional leadership team where delivering a customer led approach via cross functional execution is vital to ensuring the value Nihon Boehringer Ingelheim delivers commercially and medically. **Key Job Accountabilities:** + **Lead Department planning: identifying, shaping, and delivering a plan that operationalizes Nihon Boehringer Ingelheim’s Go-to-Market approach including field force targeting / sizing / planning increasing opportunity for brand and medical teams to effectively engage their target audiences.** + Meet or exceed business objectives through effective team planning plus implementation and optimization of the Go-to-Market model. + **Partner with the business to ensure that brand / medical strategies and activities are undertaken in alignment with Boehringer Ingelheim’s Global Go-to-Market approach, and that brand objectives and strategies are effectively implemented.** + Maximize understanding, use and impact of existing channels whilst collecting and communicating quality business requirements for future engagement. + **Drive compelling omni channel experiences including field force engagement that meet customer needs and bring together touch points (online and offline) to deliver a joined-up customer approach that will drive differentiation in the market and meet business needs.** + Quality, depth, and regularity of omni-channel engagement + Successful operationalization of channel strategy + Clear translation of customer plans into omni-channel journeys. + **Create a performance-based culture with clear accountability and a sense of urgency for achieving results.** **　** **Manage, track and report on channel and campaign performance, instilling a clear understanding across the business of where, when, and why success occurs.** + Demonstrate deep understanding of core channel, brand, and medical performance data. + Support clear performance reporting in line with divisional approach. + **Deliver Nihon Boehringer Ingelheim’s events program (offline and online); successfully identifying opportunities to improve experiences, leverage digital tools to maximize content opportunities, optimize the collection of useful and consistent data, and create efficiencies for the business.** + Develop Events objectives and calendar in line with business tactical planning. + Monitor the successful implementation of events including Voice of Customers. + **Supervise Central Go-to-Market Services and 3rd party partner relationships to ensure effective and timely delivery of all Nihon Boehringer Ingelheim’s requirements.** + Quality / efficiency of delivery materials as assessed by key business stakeholders, asset performance and testing. + **Lead and develop an effective Department team that at all levels are able and committed to delivering objectives and to fostering Boehringer Ingelheim’s Values and Behaviors.** + Maintain team of highly capable and motivated individuals built through recruitment, retention and development of quality talent **Key Contacts:** **The position would have various touch points across all levels including senior leadership, within Boehringer Ingelheim across matrix organization, improving our omni-channel marketing capabilities driving better engagement and satisfaction at each customer touchpoint, delivering clear data and insight back to the business.** + Report to Head of Human Pharma Operations Division + Functional reports: approximately 20 employees + Primary internal interfaces: + Information exchange and dialogue with functions within Japan: Human Pharma Leadership Team, Marketing, Medicine, Sales Operations + Primary external interfaces: + Corporate senior management, Reginal Business Management, Global Therapeutic Area Leads, Go-to-Market Leads **Qualifications:** **** + 7+ years’ experience in the delivery of value across Customer Engagement, Business Analytics, Sales Force Effectiveness, Multichannel Analytics & Customer Relationship Management + Proven leadership experience, inspirational leader with ability to partner, engage, and influence senior leadership and partners. + Provide strong Departmental leadership and vision, guiding members through successful on-going transformation. + Pharma or regulated industry experience preferable + Bachelor’s degree in relevant discipline **** + The position requires the ability to translate strategic direction into well-defined operational planning, and to effectively engage with stakeholders in a dynamic, changing, and complex organization. + Exceptional customer focus with experience of working cross functionally to translate strategic objectives and deep customer insights into effective operational execution. + Ability to operationalize strategies, monitor progress, and make necessary adjustments to achieve objectives. + Very strong analytical skills, ability to analyze data from multiple sources and identify insights, themes, operational issues, and areas for improvement. + Proven track record of leading projects and leading teams that successfully achieve milestones and deliverables. + Excellent collaboration, problem solving and negotiation skills. + Global communication skill in English (must-have) + Japanese language skill is desirable, but not mandatory. Recruiter:Horiuchi All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.