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Head of Customer Experience & Commercial Strategy Sandoz Iberia

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Sandoz

14d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Marketing
  • Madrid

AI generated summary

  • You need an MBA or similar, 10+ years in senior commercial roles, experience in digital tech, strong leadership, fluency in English & Spanish, and excellent communication skills.
  • You will enhance customer experience, optimize processes, lead marketing strategies, generate market insights, coordinate commercial plans, and analyze customer trends for business growth.

Requirements

  • Academic background in business, marketing, or engineering (MBA is an advantage).
  • Additional certifications in marketing or digital highly valuable.
  • 10+ years experience in commercial & operations management in senior positions.
  • Successful management of organizational transformation initiatives.
  • Sizeable experience in leading large and/or diverse multi-functional teams.
  • Track record in managing digital technology with a special focus on customer facing applications and martech.
  • Senior leadership position with senior stakeholder management experience.
  • Fluent English & Spanish
  • Excellent communication and presentation skills.
  • Understanding of technology space and market, versed in latest trends around customer engagement like marketing automation, Personalized Ai based outreach, real time insights, predictive analytics
  • Ability to steer larger projects, including their implementation.
  • Effective at asserting influence and connecting with multiple stakeholders to drive alignment in a matrixed environment

Responsibilities

  • Define and execute customer experience improvement plan.
  • Optimize business processes and manage customer experience operations in coordination with the Supply Chain area.
  • Develop and implement best-practice tools and technologies to enhance customer experience and digital engagement.
  • Lead the development and execution of marketing strategies, including omnichannel content strategy and marketing campaigns.
  • Generate differential intelligence insights about markets, competitors, and customers that focus on addressing patient needs and improving patient outcomes with a positive impact and return on investment for our business.
  • Coordinate and leverage the execution of commercial plans and growth initiatives across the region.
  • Build and maintain internal and / or external networks.
  • Provide input and guidance to the Data Strategy and Acquisition Lead on the development and maintenance of the data strategy for each brand / indication.
  • Seeks out and interprets key trends in customer behaviour, in order to drive necessary focus and innovation for business growth.

FAQs

What is the primary responsibility of the Head of Customer Experience & Commercial Strategy at Sandoz Iberia?

The primary responsibility is to design and implement go-to-market and customer experience strategies that deliver measurable and scalable impact while overseeing commercial excellence, digital, marketing, and customer service operations.

What qualifications are required for this role?

Candidates should have an academic background in business, marketing, or engineering (an MBA is an advantage), along with additional certifications in marketing or digital being highly valuable.

How many years of experience are needed for this position?

A minimum of 10 years of experience in commercial and operations management in senior positions is required.

What languages are required for this role?

Fluency in English and Spanish is required.

Is experience with digital technology important for this position?

Yes, there is a significant emphasis on managing digital technology, particularly in customer-facing applications and marketing technology (martech).

What kind of leadership experience is expected?

Candidates should have substantial experience in leading large and/or diverse multi-functional teams and managing senior stakeholder relationships.

What key insights should the role generate?

The role should generate differential intelligence insights about markets, competitors, and customers that address patient needs and improve patient outcomes.

Will the Head of Customer Experience & Commercial Strategy work with external partners?

Yes, building and maintaining internal and/or external networks is part of the responsibilities.

Is there a focus on innovation in customer engagement strategies?

Yes, the role involves seeking out and interpreting key trends in customer behavior to drive innovation for business growth.

What is Sandoz's commitment to diversity and inclusion?

Sandoz is committed to building an outstanding, inclusive work environment with diverse teams representative of the patients and communities they serve.

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

Sandoz, a global leader in generic pharmaceuticals and biosimilars, is dedicated to improving access to high-quality, affordable medicines for patients worldwide. Their ultimate mission is to expand access to essential healthcare by developing and providing generic and biosimilar medicines that meet rigorous quality standards. Sandoz aims to make healthcare more accessible and affordable, ensuring that patients benefit from high-quality treatments and contributing to the overall improvement of global health outcomes. Their purpose is to enhance the quality of life for people by delivering cost-effective, innovative solutions in the pharmaceutical industry.