Executive Director, Head of External Engagement

Role Overview: Lead the thought leader liaison and clinical educator teams by developing and implementing strategies to enhance relationships with external clients and stakeholders, drive loyalty, and ensure a seamless positive experience across touchpoints.

Key Responsibilities:
- Build and sustain strong relationships with key client stakeholders; act as trusted advisor/“voice of the customer.”
- Develop and execute customer engagement strategies aligned to business objectives (retention, satisfaction, loyalty).
- Collaborate cross-functionally (marketing, sales, product development, customer support) to deliver consistent messaging and a high-quality customer experience.
- Use customer feedback, surveys, and analytics to identify trends, pain points, and measure ROI.
- Address client concerns, manage escalated complaints, and advocate internally to respond to market needs.
- Lead external communications and coordinate events/programs (e.g., loyalty programs, industry forums).
- Build and coach high-performing engagement teams and foster a customer-centric culture.
- Gather insights (surveys, interviews, reviews, analytics) and map the customer journey.
- Ensure exceptional customer service across channels (email, social, live chat, phone).
- Maintain product/service quality meeting/exceeding expectations.
- Build a brand community and encourage user-generated content.

Requirements:
- B.S. in Business or related field (MBA desirable).
- 10+ years in pharma/biotech; 5+ years managerial experience.
- Direct leadership in Marketing, Sales, Commercial Ops, or Training & Development.
- Comfortable working at all organizational levels.
- Proven attainment of objectives; able to travel ~60%.
- Strong communication, teamwork, customer service mindset, and negotiation skills.
- Ability to influence internal/external customers; proven experience improving sales force sizing and dashboard automation implementation.