Director, Customer Strategy & Execution

Role Summary

Director, Customer Strategy & Execution. Lead a team to implement field sales and non-personal promotion tactics in support of the North America Commercial business, partnering with BU stakeholders and cross-functional teams to deliver customer solutions and optimize HCP customer experience.

Responsibilities

• Lead a team of 3-4 Associate Directors and Customer Strategy & Execution Leads, each with BU alignments
• Own responsibility for the Cystic Fibrosis BU, translating business strategy into prioritized commercial operations needs for all customer-facing engagements
• Build and strengthen relationships with key leaders to meet or exceed strategic business goals
• Define and lead portfolio of field enablement and marketing campaigns within budget
• Co-develop HCP and patient customer journey maps across Field Operations and Digital Operations
• Conduct after-action reviews to identify gaps and opportunities in evolving technologies and business processes
• Budget management for field enablement, customer-facing activities, and non-personal promotion
• Create and manage an integrated brand engagement playbook for cross-functional teams
• Lead quarterly business planning sessions and document outcomes to align BU leaders on priorities
• Participate in BU Leadership Team Meetings to provide strategic recommendations and identify risks or dependencies

Qualifications

• 10-12 years’ experience delivering customer-facing programs; 8-10 years in industry
• Experience in commercial launch readiness across CRM, Digital Customer Engagement, Reporting & Analytics, and Digital Marketing
• Ability to translate strategy into operational goals and participate in strategic planning
• Proven track record of on-time delivery for large, cross-functional projects
• Excellent written and verbal communication skills
• Strong analytical, quantitative, problem-solving and prioritization skills including business case development
• Extensive program/project management, demand management, resource management, and system life cycle expertise

Education

• Bachelor's degree required
• Advanced degree preferred