ED, Customer Facing Team Excellence Lead

The basic purpose of this role is to drive the evolution of the team from an Operations Organization to a Go-to-Market and Operational Excellence Organization with the vision to maximize the value we create for customers by understanding their needs, applying our business expertise, and delivering coordinated & innovative solutions. The Customer Facing Team Excellence Lead, Go-To Market and Operations will provide strategic design and oversight for US customer-facing (CFT) activities, including incentive compensation (IC), all CFT training and key account management training, field communication and contract sales. This role will design and manage aligned on execution metrics (locally and globally), targeting, performance standards and cross-franchise engagement. This role will develop and drive unified cross Therapeutic Area (TA) customer engagement strategies for all customer facing teams in commercial and medical. The incumbent will translate and operationalize Go to Market (GTM) capabilities for US Human Pharma (HP) customer facing teams. The Customer Facing Team Excellence Lead, Go-To Market and Operations will empower customer facing teams with up-to-date knowledge on disease state, products, & sales skills to better execute brand strategies across the TAs as well as expanding the marketplace knowledge and business acumen to enable customer-centric solutions.

This is a Ridgefield, CT based position.

Duties & Responsibilities

• Owns, designs, and manages communication of business strategy/goals & metrics to the field to bridge the gap between business strategy and field force effectiveness.
• Promotes strategic thinking for how cross-functional customer facing teams and in-house functions will work together and lead the execution of our GTM efforts.
• Communicates effectiveness plans and facilitates discussions on performance (including gaps) to large internal organizations, including Primary Care and Specialty Care, Medical, Payor and Health Systems.
• Owner of Corporate Performance score card, reviewed monthly with global and local Sr leadership.
• Coordinates strategic cross-Therapeutic Area CFT leadership, medical, market access and health systems interactions and partnership, including metric/goal and performance expectation setting, definitions and measurement.
• Leads gap analysis and root cause discussions, shared learnings/ best practices (e.g., customer facing leadership round table).
• Develops and manages other opportunities for Customer Facing Team (CFT) engagement including accountability for designing and leading up to 1,000-person Annual CF Leader Meeting.
• Identifies and oversees external partnerships (e.g., STEM) to advance business performance.
• Develops customer facing team training strategy across all of US Human Pharma and leads global implementation of key aspects of training.
• Drives coordination between field planning and field-focused training to provide targeted field education.
• Seeks information from Sales, Marketing, Medical, Health Systems and Managed Markets leadership to understand current and emerging needs to develop effective training strategy and tools to support the Company’s strategic and tactical plans.
• Oversees incentive compensation strategy, design, execution, & analysis, and governance, including field force motivation, strategic direction, performance assessment and reward programming/President’s Club trip.
• Oversees establishment of pay-for-performance objective measures to ensure optimization of performance across all customer facing teams.
• Designs, staffs, and leads (recruits, hires, coaches, develops, motivates, manages, and monitors performance) a GTM Services Team in HP Competencies and Department Specific knowledge, processes, and skills. This includes setting job expectations, providing regular feedback, conducting timely MAG Plan reviews, identifying performance challenges, creating action plans, and monitoring the effectiveness of those action plans.
• Completes career planning, succession planning, and competency assessments to ensure the professional development of members on the team.

Requirements

• Bachelor’s Degree, advanced degree preferred.
• Fifteen-plus (15 ) years professional work experience, with extensive pharma or related experience (e.g., financial, healthcare, agency, consulting).
• Experience with and demonstrated understanding of Incentive Compensation models, managerial accounting, and sales data.
• Five-plus (5 ) years customer facing and/or marketing experience with direct training experience.
• Strong leadership and coaching skills including two-plus (2 ) years direct people leadership experience and/or four-plus (4 ) years of experience leading cross functional teams.
• Proven success working in a highly matrixed organization.
• Demonstrated ability to work in and lead enterprise wide cross-functional teams.
• Strong executive presence.
• Strong leadership and communication skills.
• Proven ability to effectively interact with and influence senior level management in the company.
• Ability to mitigate risk and weigh benefit/risk ratio.
• Demonstrated experience in showing continuous improvement of a function/process and/or Lean Six Sigma preferred.