Director of Leadership Excellence and Customer-Facing Skills

Role Summary

Director of Leadership Excellence & Customer-Facing Skills leads the team developing leadership development, customer-facing skills, and strategic account management solutions across General Medicines, Vaccines and Specialty Care. Works with senior Field leadership, People & Culture, Field Learning and Development peers, and Global Commercial Training to address needs and gaps, ensuring that both leaders and individual contributors are equipped with the skills and competencies to drive business success. Delivers harmonized solutions with necessary customization, in a compliant manner.

Responsibilities

• Leading the Leadership Excellence & Customer-Facing Skills team with a focus on developing 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 respective customer-facing teams, aligned to the business’s strategic imperatives
• Prioritizing training needs in order to build, revise and implement curriculum to meet changing market demands for customer-facing leadership and individual contributors.
• Building alliances and partnerships with Senior Leaders and global/local business partners to increase consistency and capability to align strategy and manage change effectively.
• Partnering with the Field Learning and Development Leadership team to align skills to business needs.
• Partnering with TA leadership team to measure and monitor the impact of training on the business and make recommendations for improvement.
• Collaborating with the broader Customer Facing Capabilities/Commercial Training team for support in execution of the overall customer-facing leadership and individual contributors’ curriculum.
• Collaborating with other Global partners and functions to identify and leverage existing resources and best practices in developing customer-facing leadership and individual contributors within the organization.
• Assessing external environment to establish benchmarks and to understand and leverage innovative techniques and best practices in developing customer-facing leadership and individual contributors within and outside of Pharma/Biotech industries.
• 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 in leading national, home-office based training for a minimum of 3 years.
• Experience leading with & without authority in a matrix environment including global partnerships.
• Project management with proven delivery of outstanding results.
• Experience in having deployed innovative learning solutions for large-scale audiences.
• Experience leading and developing diverse teams across multiple functions; Demonstrated leadership ability to drive change within an organization, cultivating support and maximizing contribution from team members.

Skills

• 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 team
• Demonstrated ability to think strategically
• Ability to work in a team environment with collaboration across multiple functional areas
• Strong project management skills
• Ability to develop rapport and credibility with key stakeholders
• Strong facilitation skills and executive presence; ability to communicate to all levels of the organization
• Ability to leverage networks, to develop people, coach and give feedback, empower people
• Ability to lead change while achieving business goals and objectives, act for change, challenging continuously the status quo
• Proven track record of strong execution and results
• High persistency and resilience
• Training experience strongly preferred including needs analysis, training design and development, understanding of adult learning principles and measuring training effectiveness
• Demonstrated ability to motivate teams, foster collaborative environment, negotiate and influence in a matrix environment, exercise tact and diplomacy in stressful situations
• Experience of leading a team, working with field sales force and driving talent development of a team
• Ability to demonstrate appropriate interpersonal styles and techniques and is able to modify one’s behavior to gain acceptance of ideas or plans
• Strong quantitative abilities and experience managing a budget

Additional Requirements

• Leadership: Leads by example and walks the talk; role models principles and behaviors; communicates effectively; maintains high performance and drives results; challenges the status quo; prioritizes tasks and plans workloads to meet deadlines.
• Networking: Strong relationship builder; seeks opportunities; collaborates across multicultural and matrix environments.
• Personal Characteristics: Hands-on, accountable, creative, initiative, persistence, resilience, stress management, learning agility, result orientation, independent work, continuous improvement, listening, empathy across geographies.