Head of Customer Experience Strategy (m/f/x)

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Date: 03-Apr-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: www.daiichi-sankyo.eu.

For its newly set up Specialty Medicine Business Unit we are seeking highly qualified candidates to fill the position of


Head of Customer Experience Strategy (m/f/x)


The position:

Join our Commercial Operations group to shape the future of our portfolio and our commercial success. The Head of Customer Experience Strategy is responsible for setting the strategic framework of our Specialty Medecine portfolio, brands and digital solutions focusing on an integrated approach of customer Experience, considering its end to end journey. He/She is responsible for maximizing customer experience, aligning strategic frame cross-functionally and with our affiliates. He/She is leading and developing a team focusing on value creation for HCPs and patients, through content generation and digital solutions always anchored on insights. 
You combine business, digital solutions and operational experience and are focused on continuous improvement. You have successful experience building impactful customer experience and implementing digital added value solutions in a country organisation. You are a passionate individual and are committed to bring value to patients. 


Key responsibilities:

  • Sets the strategic framework for the portfolio of brands and digital solutions focusing on an integrated approach of customer Experience, considering end to end journey
  • Drives cross functional engagement for comprehensive Customer experience strategy development including, Medical affairs, Market access, Marketing & sales and Digital Excellence 
  • Drives implementation of Single Minded Proposition for the Specialty medecine and brands and defines framework for planning and customer experience excellence
  • Responsible for the design of E2E customer journeys together with Digital Excellence and the delivery of Customer Experience Plan for the portfolio based on insights
  • Delivers Content according to strategy and standard focusing on value creation and end user experience
  • Supports and challenge the operational implementation of strategic framework working in close collaboration with the customer engagement capabilities department and focus on continuous improvement of customer experience and value creation
  • Leads and develops the Portfolio and Brand Customer Experience teams for Specialty Medecine


Personal skills and professional experience:

  • MBA/ marketing degree
  • Up to 11 years experience
  • Commercial experience and acumen - Experience in building impactful customer experience and implementing digital solutions in a country affiliate
  • 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.