European Customer Experience Director (m/f/x)

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Date: 05-Sep-2021

Location: Munich, Germany, 81379

Company: Daiichi Sankyo Europe

Affiliate: Daiichi Sankyo Europe GmbH


Passion for Innovation. Compassion for Patients.™

Daiichi Sankyo and its 15.000 employees in more than 20 countries are dedicated to the creation and supply of innovative pharmaceutical products. In addition to a strong portfolio of medicines for hypertension and thrombotic disorders, under the Group’s 2025 Vision to become a “Global Pharma Innovator with Competitive Advantage in Oncology”. Our European headquarters are in Munich, Germany and we have affiliates in 13 European countries. For more information:

For our headquarter in Munich we are seeking highly qualified candidates to fill the position


European Customer Experience Director (m/f/x)


The position:

For its newly set up Specialty Medicines Business Unit, Daiichi Sankyo Europe is recruiting a European Customer Experience Director. Join our Customer Experience Strategy group to shape the future of one of our products and its commercial success. The Customer Experience Director is responsible for driving the implementation of the strategic framework for a dedicated product, focusing on an integrated approach of customer experience, considering its end to end journey. He/She is responsible for maximizing customer experience, driving implementation cross-functionally and with our affiliates. He/She is focused on value creation for HCPs and patients, through content generation and digital solutions always anchored on insights. 
You combine customer and operational experience and are focused on continuous improvement. You have successful experience building impactful customer interaction  and are interested to play a key role in delivering an omnichannel approach for a dedicated product. You are a passionate individual and are committed to bring value to patients. 
At Daiichi Sankyo, we care for every heartbeat and you will help us to make a difference in the life of patients living our values Collaboration, Courage, Commitment and Integrity.


Key responsibilities:

  • Drive the implementation of the strategic framework for a dedicated product focusing on an integrated approach of customer experience, considering end to end journey
  • Engages cross-functionally for delivering a comprehensive customer experience strategy for a dedicated product including Medical Affairs, Market Access, Marketing & Sales and Digital Excellence 
  • Drives implementation of Single Minded Proposition for a dedicated product and is responsible for customer experience planning for a dedicated product in alignment with the portfolio, focusing on patients
  • Challenges the plans (EU and affiliates) for a dedicated product focusing on creating one E2E customer journey
  • Drives implementation of activities and content according to customer needs, delivers on EU campaigns together with affiliates
  • Acts as product owner for digital solutions, and drives implementation from the need identification to the roll-out of the solutions
  • Contributes to LCM and competitive approaches


Personal skills and professional experience:

  • MBA/ marketing degree
  • Up to 8 years experience
  • Commercial experience and acumen - Experience in building impactful customer interaction preferably in a country organisation
  • Hands-on proactive approach and accountability
  • Good communication and strong social skills
  • Experience to work in and lead cross-functional and cross-cultural teams
  • Ability to work in English - fluent written and spoken, additional language is a plus


What we offer:


We offer an interesting, diversified and challenging position, good contractual conditions, flexible working models, all the social benefits of a modern company and a professional environment where you will have the opportunity for personal growth.