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Head of Customer Excellence

Apply NowEmail Me Job ID R0023958 Date posted 12/09/2020 Location: Petah Tikva, Israel

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Job Description

ROLE OBJECTIVE

This role is responsible for leading the development and execution of Customer Excellence., the role closely liaises with the local BUs and Cross-functional teams as well as with the regional functional experts inside the Franchise teams to develop, enhance and execute value-adding and differentiating customer engagement initiatives and to ensure sharing and adoption of best practices.

The key areas of responsibility cover

  • Customer Engagement Excellence
  • Insights & Analytics
  • Customer and Patient Services and Solutions

The role requires leadership, both strategic and operational, will involve project management, people management, influencing skills, coaching, resource management, analytic and insights, patient and customer centricity, as well as a good working knowledge of systems, such as CRM

ACCOUNTABILITIES
Customer Excellence

  • Collaborates with the cross functional teams to drive LOC commercial and customer engagement excellence
  • Facilitates transformation of global/regional strategic brand plans into LOC customer engagement strategies that reflects the LOC reality and healthcare system archetype  
  • Enables, educates and challenges the cross-functional BU teams in the development of their Multi Channel Marketing (MCM) plan based on the customer engagement strategy
  • Drives continuous enhancement of MCM  governance, capabilities, competencies and behaviours
  • Drives multi-channel customer engagement excellence by the installation of governance models, processes and incentive schemes, securing cross-functional collaboration and encouraging customer-facing employees to leverage multiple channels to maximize individual customer engagement efficacy and experience
  • Drives customer experience excellence mindset, measurement mechanisms and continually recommended improvement measures
  • Directs the development of incentive plans/compensation schemes that drives brand business and customer engagement excellence priorities while securing compliance
  • Actively looking for strategic insights using available internal and external data, as well as managing customer insights/research projects
  • Ensures effective set up and promotes the use of CRM tool by all customer-facing employees ensuring accuracy of data and the development of the platform through active participation in relevant international forums
  • Ensures effective identification/prioritization and implementation in collaboration with IT of the digital platforms that enable multi-channel customer engagement models (e.g. email, webcast/web conferencing)

Customer-Patient Services and Solutions

  • Together with the Medical Department Develops and implements best-in -class patient support programs and solutions aligned with the BU strategies, utilizing best practice processes of analyzing and optimizing the Patient Journey from diagnosis to treatment
  • Works closely with Compliance, Legal, Regulatory when creating services
  • Drives Patient Service excellence and conversion to treatment programs 
  • Creates and delivers a plan with BU Directors to expand patient support programs
  • Management of contracts and development of new service provisions
  • Develops and tracks agreed KPIs associated with patient services

Insights & Analytics

  • Identifies opportunities throughout the organization to create impact through analytics; synthesizes true and relevant insights and expresses them in unique and inspiring ways to drive Takeda forward
  • Ensure appropriate tools and platforms are in place to leverage the data and insights and subsequent actions
  • Shapes the company’s point-of-view and recommendations, especially from the angles of customer need and receptivity 

Leadership

  • Achieves executional excellence through continuous demonstration of professional leadership
  • Inspires new ways of thinking and “can-do attitude” with confidence and loyalty
  • Influences others in the definition of new business process and use of new technology
  • Fosters an organizational mindset in which the patient comes first through personal example and behavior
  • Provides mentoring and coaching to direct reports to drive superior performance.
  • Communicate teams' progress to Business Leaders

SKILLS and LEADERSHIP CAPABILITIES

Critical Skills and Competencies

  • In-depth understanding of the standard customer excellence toolbox (e.g. quant. and qualitative market research, customer segmentation, optimization of channels, CRM systems, marketing planning, digital marketing, marketing KPIs and controlling, customer experience measurements)
  • Solid understanding of trends and evolution of the customer excellence space in the mid to long-term (e.g. user-centric design, automation opportunities in customer interactions, mobile marketing, virtual and augmented reality)
  • Ability to develop strong professional relationships at all levels of interaction and across functional teams
  • Strong project management skills: ability to manage multiple projects simultaneously and work in a fast-paced multi-cultural matrix global environment
  • Ability to work in ambiguous or new situations by demonstrating a structured approach to diagnosing the problem, analyzing alternatives, recommending and implementing best solutions
  • Business acumen coupled with drive for results, holding self and others accountable for commitments that align with our short- and long-term goals
  • Customer focused and patient centric: Ability to understand the customers' and patients’ needs, leading complex collaborations successfully and creating genuine win-win solutions
  • A team player with excellent interpersonal skills. Must demonstrate entrepreneurial spirit, flexibility and effectiveness in building and leading/influencing teams
  • Analytical skills

Experience and Education

  • A Bachelor’s degree or equivalent, MBA preferred
  • Proven track record and experience of minimum 3 years in customer excellence and patient services in biotech, pharma or healthcare domain
  • Has experience in marketing, i.e. customer understanding, marketing approach and analytics
  • Demonstrated ability to design, improve and execute plans and processes
  • Clear understanding of the healthcare customer engagement process, with successful sales experience gained at country level
  • Experience of working with customer excellence, SFE, and patient services KPIs

Locations

Petach Tikva, Israel

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

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