Director, Customer Strategy & Execution

Role Summary

Director, Customer Strategy & Execution: Lead a team responsible for implementing field sales and non-personal promotion tactics to support the North America Commercial business, partnering with BU stakeholders and cross-functional teams to optimize HCP customer experience and execute the go-to-market strategy.

Responsibilities

• Lead a team of 3-4 Associate Directors, Customer Strategy & Execution Leads, each with specific BU alignments
• Oversee accountability for the Cystic Fibrosis BU, translating business strategy into prioritized commercial operations needs to enable all customer-facing engagements
• Build and strengthen relationships with key leaders (heads of BU, Marketing, Field) to drive strategic goals
• Define and lead portfolio of field enablement projects 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 processes to drive efficiencies
• Plan and manage financial resources for field enablement, field activities, and non-personal promotion
• Create and manage an integrated brand engagement playbook for cross-functional alignment on targeting, messaging, and engagement planning
• Lead quarterly business planning sessions and document outcomes to align BU leaders on priorities for cross-functional enablement teams
• Participate in BU Leadership Team Meetings to provide strategic recommendations and identify risks/dependencies related to field and marketing engagement

Qualifications

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

Education

• Bachelor's degree required
• Advanced degree preferred