Director of Leadership Excellence and Customer-Facing Skills

Role Summary

Director of Leadership Excellence & Customer-Facing Skills leads a team that develops and implements leadership development, customer-facing skills, and strategic account management solutions across General Medicines, Vaccines and Specialty Care. The role collaborates with Senior Field leadership, People & Culture, Field Learning and Development peers, and Global Commercial Training colleagues to ensure customer-facing leaders and individual contributors are equipped with the necessary skills and competencies to drive business success. The position requires a strong background in leadership, customer-facing skills, strategic account management, project management, adult learning, training, and strategic thinking.

Responsibilities

• Leading the Leadership Excellence & Customer-Facing Skills team to develop the skills, behaviors, and mindset of customer-facing personnel, both leaders and individual contributors.
• Partnering with senior leadership to identify, prioritize and execute skill development for their customer-facing teams, aligned to strategic imperatives.
• Prioritizing training needs to build, revise, and implement curriculum for changing market demands.
• Building alliances with Senior Leaders and global/local business partners to increase consistency and capability for strategy alignment and change management.
• Aligning skills with business needs with the Field Learning and Development Leadership team.
• Working with TA leadership to measure and monitor training impact and recommend improvements.
• Collaborating with the broader Customer Facing Capabilities/Commercial Training team to support curriculum execution.
• Partnering with Global partners to leverage resources and best practices in developing customer-facing leadership and contributors.
• Assessing external environment to benchmark and apply innovative techniques in leadership development.
• Performing other duties as assigned.

Qualifications

• 10+ years of relevant experience in Biotechnology or Pharmaceuticals; undergraduate degree, MBA preferred, including at least 3 years as a people leader.
• Demonstrated success leading national, home-office based training for a minimum of 3 years.
• Experience leading with and without authority in a matrix environment including global partnerships.
• Project management with proven delivery of results.
• Experience deploying innovative learning solutions for large-scale audiences.
• Experience leading and developing diverse teams across multiple functions; ability to drive change and maximize team contribution.

Knowledge

• Strategic analysis and planning
• Strategic Account Management
• Project management
• Impactful communication (written and oral)
• Supporting IT platforms for delivery and reinforcement
• Leadership development topics
• Customer-facing transversal skills
• Adult-learning principles
• Learning strategy and instructional design, including training methodologies
• Performance-based development for key stakeholders and teams

Skills

• Strategic thinking and execution
• Cross-functional collaboration
• Strong project management
• Stakeholder rapport and credibility
• Facilitation skills and executive presence
• Network leveraging, coaching, and feedback
• Leading change while achieving business goals
• Proven execution and results
• Persistency and resilience
• Training design and effectiveness measurement; needs analysis and adult learning
• Team motivation, collaboration, negotiation, and diplomacy
• Experience with field sales force and talent development
• Interpersonal adaptability and influencing across geographies
• Budget management and quantitative skills

Education

• Undergraduate degree; MBA preferred

Additional Requirements

• Leadership: models Play-To-Win principles; communicates effectively; drives high performance; prioritizes tasks and deadlines.
• Networking: builds strong relationships; leads projects in multicultural and matrix environments.
• Personal Characteristics: hands-on, accountable, creative, proactive, resilient, adaptable, with strong listening and empathy across geographies.