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Affiliate Head of Customer Excellence & Operations, Canada Canada,  

Biogen (company)

Posted on : 13 May 2017

Project Description

External Posting TitleAffiliate Head of Customer Excellence & Operations, Canada
Job DescriptionThe Head of Customer Excellence & Operations (CE&O) is a member of the affiliate leadership team reporting to the Managing Director with a dotted line to EU+ VP, CE&O. Having a transversal impact across therapeutic areas and functions (ONE Biogen), the CE&O function informs the affiliate, brand and business unit strategies, focusing on ways to optimize Biogen engagement model with its customers as well as the go-to-market  model 1) Collecting/acting on customer & market data and insights; 2)Driving/Optimizing excellence of go to market model; 3) Driving Field Force Excellence and operations; 4) Executing Multi-Channel Excellence through meaningful Customer engagement; 5) Acting as catalyst of overall affiliate excellence and innovation; 6) Managing relations with stakeholders such as regional/global functions to coordinate/implement strategic programs, represent the voice of the affiliate, and share/apply best practices.

Field Force Effectiveness (FFE)
Leads FFE activities including but not limited to: CRM capabilities, FF sizing, structuring, targeting, segmentation, Incentive Compensation planning, Performance Analytics, Strategic Account Planning (and SAM/KAM) and dashboards.
Customer and Market Insights (CMI)
Leads CMI function, leveraging primary and secondary data, among market research, competitive intelligence, forecasting & analytics (patient/market) and performance narrative, to provide insights and analytics to support local brand teams and affiliate leadership with critical decision making and strategy. Translates data/insights into short/mid-term forecasting of business performance/expectations.

Customer Information Management (CIM)
Manage local customer data (acquire, store, deliver), including quality and governance of the data, and leverage such data to meet related internal/external reporting requirements and provide strategic insights in partnership with other analytics.
MultiChannel Excellence (MCE)
Establish, and then drive multichannel as a key component of the customer/market engagement mix. Convert (and execute) brand strategy and related content into meaningful local MCE tactics and/or pull through regional MCE strategy. Provide leverage/coordination for all functions/TA s in delivering content across multiple channels.

Overall Customer Excellence
Enhance customer engagement capabilities/frameworks leveraging superior customer insights. Actively participate in sharing/executing Biogen best practices. Drive local aspect of Global customer initiatives such as ONE Biogen and Forward, to advance Biogen to the preferred partner for patients, prescribers and payers through innovative services/solutions. Lead definition, optimization and evolution of Customer Engagement Strategy (products, segment, and channels) and related operations driving greater efficiency and effectiveness.

LocationOntario, Canada
Job CategoryCommercial Operations
Requisition Number30866BR
• Minimum 10+ years of experience in the pharmaceutical or biotechnology industry

• Experience driving customer excellence type of functions

• Proven track record of driving change management internally

• Proven record of leading and developing people

• Proven track record in a highly competitive marketplace

• Fluent in English and local language

• Proven track record in leading Customer Excellence teams at local level.

• Advanced analytical & strategic skills.

• A deep understanding of FFE and operating model design / transformation.

• In depth experience of customer excellence related activities and processes and ideally of multichannel excellence.

• Participation/leadership in defining and implementing affiliate strategy

• Credible, dynamic and creative professional with the energy and vision to lead a successful organization.

• Thrive on challenge and will be highly collaborative, perceptive, an analytical problem solver, and exhibit strategic and innovative agility.

• Someone who manifests trust, and is known for ethics and integrity, and works successfully in a team environment.

• Excellent communication skills and a strong personal presence.
EducationBA/BS Required. MBA a plus
About BiogenThrough cutting-edge science and medicine, Biogen discovers, develops and delivers worldwide innovative therapies for people living with serious neurological and neurodegenerative diseases. Founded in 1978, Biogen is a pioneer in biotechnology and today has the leading portfolio of medicines to treat multiple sclerosis, has introduced the first and only approved treatment for spinal muscular atrophy and is at the forefront of neurology research for conditions including Alzheimer s disease, Parkinson s disease and amyotrophic lateral sclerosis. Biogen also manufactures and commercializes biosimilars of advanced biologics.

With more than 7,000 people worldwide, Biogen is truly a global organization. We are headquartered in Cambridge, Massachusetts, which is home to our research operations. Our international operations are based in Zug, Switzerland and we have world-class manufacturing facilities in North Carolina and Denmark. With a strong affiliate presence and a network of distribution partners, Biogen has established a global footprint that allows us to capture the greatest value for the products we develop.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, marital status, race, color, national origin, ancestry, ethnicity, religion, age, veteran status, disability, genetic information or any other basis protected by federal, state or local law. Biogen is an E-Verify Employer in the United States.

Please be advised that all legitimate correspondence from a Biogen employee will come from "" email accounts.

Job Segment: Operations Manager, Biotech, Pharmaceutical, Operations, Science, Research


Ontario, Canada

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