Head of Innovation and Customer Excellence & Ops, BIR

Biogen - Cambridge, MA - Company Description Job Description The Head of Innovation and Customer Excellence & Operations (CE&O), Biogen Intercontinental Region (BIR) is accountable to enable excellence in business performance and customer experience for our Latin America, Asia Pacific, and MART (Middle East, Africa, Russia & Turkey) regions. He/she will have responsibilities to provide strategic insights, manage innovative capabilities across franchises through multiple operating units field force excellence, insights, data & analytics, multichannel marketing, congresses, etc. Acting as a strategic partner to Intercontinental Regional Leadership Team, he/she acts as an internal catalyst of change, a true transformational leader driving constant evolution and improvements seeking both effectiveness and efficiency in order to optimize Biogen Customer Excellence. The role will also require the leader to have exceptionally strong influencing and collaborating skills and an ability to develop effective relationships with key internal and external stakeholders. In the current context of change and to capture the growth opportunities of this Region, the candidate will play a critical role to help shaping and piloting innovative Go-To-Market models leveraging digital and analytics reinventing our customer engagement. Those GTMs will be fueled with customer engagement Solutions and Capabilities co-developed with Biogen Healthcare Solutions and Global Customer Excellence & Operations. This role reports to the President, Intercontinental Region, with a dotted line reporting to Head of Global CE&O Responsibilities Enable, working with Biogen Intercontinental Region LT, the evolution of Biogen’s commercial model Establish a customer-centric, more efficient, and effective model that leverages an integrated customer engagement strategy, including different channel expertise Define the customer journey (the decision processes, where customers spend their time and channel their thought processes), and identify opportunities to establish better customer experience Leverage ideas from outside the industry while keeping an eye on innovative competitors Define, refine, and execute against the strategic direction and mission of enabling better business performance Develop a deep understanding of local markets, trends, and customer needs and use that to inform the strategy Identify areas of opportunities to impact Biogen business across LATAM, APAC, & MART and establish priorities to adapt organization, people, investment strategy to execute on these opportunities Ensure benchmarking of critical capabilities, functions and processes to inform gaps & opportunities Act as champion to further establish innovative capabilities such as multichannel marketing, advanced analytics etc Evolve BIR insights and analytics capabilities by establishing an “evidence based” culture within Commercial/sales/marketing by advocating measurement of activities and establish tools and capabilities Facilitate the internal change management required to implement the strategy over a multi-year journey Foster and act as an internal catalyst of innovation in the commercial team to accelerate Biogen Commercial Sophistication Develop strong relationships and advocacy from stakeholders in the regions and affiliates Ensure deliverables are very practical and work with Training to support capability building within regions and affiliates Lead a high-performing team of commercial excellence experts with a mix of direct and indirect reports Develop and leverage effective cross-functional relationships impacting the customer journey which include Medical Affairs, Patient/Public Affairs, Policy, Market Access, Marketing, Sales, Training and IT Will partner closely with Global CE&O team to leverage for Intercontinental Region capabilities and above market support Will partner closely with Global Biogen healthcare solutions in charge to develop innovative Global digital solutions for our customers to differentiate our value proposition Qualifications At least 15 years of experience in Commercial Excellence with Global experience preferably in the pharma or biotech industry with a minimum of five years of management experience The individual must have a demonstrated track record of strong matrix leadership and general management. She/he must have a proven track record of successfully managing and developing teams in sales, marketing and related commercial functions Outstanding communicator The successful candidate will have intense commitment to high moral standards and business ethic Significant knowledge of marketing roles within pharmaceutical/biotech industries coupled with therapeutic area knowledge EDUCATION B.S. required and MBA/Advanced Degree preferred Additional Information All your information will be kept confidential according to EEO guidelines.... - Permanent - Full-time

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