Director of Leadership Excellence and Customer-Facing Skills

Role Summary

The Director of Leadership Excellence & Customer-Facing Skills leads the team responsible for leadership development, customer-facing skills, and strategic account management solutions across General Medicines, Vaccines and Specialty Care. This role collaborates with Senior Field leadership, People & Culture, Field Learning and Development peers, and Global Commercial Training to deliver harmonized solutions with appropriate customization, ensuring the customer-facing organization has the skills and competencies to drive business success. Strong background in leadership, customer-facing skills, strategic account management, project management, adult learning, training, and strategic thinking is required.

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.

Education

• Undergraduate degree; MBA preferred.

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

Additional Requirements

• Leadership: Leads by example and walks the talk; role models Play-To-Win and thoughtful risk taking, with strong communication and drive for high performance; capable of prioritizing tasks to meet deadlines.
• Networking: Strong relationship builder with experience leading projects in multicultural and matrix environments.
• Personal Characteristics: Hands-on, accountable, creative, proactive, persistent, resilient, stress management, learning agility, result orientation, independent work capability, continuous improvement, listening skills, and empathy across geographies.