Customer Excellence and Capability Building Lead

Purpose of the role: The Customer Excellence & Capability Building Lead is accountable for orchestrating best in class customer excellence processes and building sustainable, role based capabilities across Commercial, Marketing, Sales, Value & Access and Medical Affairs. The role integrates Customer Excellence Process leadership (ICE / IPEx frameworks, ways of working, governance and insights) with Capability Building leadership (needs assessment, curricula deployment, adoption and effectiveness). In addition, the role provides line management and functional leadership to the teams responsible for Content Activation, Capability Building and Congresses & Events, ensuring high quality, compliant, and flawless execution. This role enables superior customer and patient experience by embedding clear processes, strong capabilities, and execution discipline into country ways of working. This position is part of the Execution Excellence team and reports into the Execution Excellence Head. Job Description Major Accountabilities ICE and IPEx frameworks deployment & sustainability Orchestrate and sustain standard ICE (International Commercial Excellence) ways of working, including governance, roles, processes and documentation. Coordinate country ICE deployment plans and timelines with TAs, ensuring alignment with business cycles and international guidance. Ensure ICE KPIs, dashboards and performance insights are embedded into local performance discussions. Localize and operationalize the IPEx (International Patient Experience / Activation) framework, ensuring clarity of roles and compliant collaboration across functions. Track adoption, process adherence and quality of ICE and IPEx execution; identify gaps and lead continuous improvement initiatives. Plan and execute necessary upskilling trainings on ICE and IPEx process, methodologies and tools. Represent the country in International ICE / Customer Excellence forums and PMOs, providing structured updates and sharing best practices. Partner with Integrated Insights, Field Excellence and DAP to ensure dashboards and reports provide actionable visibility on ICE and IPEx process performance (e.g. ICE KPIs, content use signals linked to processes). Capability Building Strategy & Execution Lead deployment and execution of the country capability building strategy across Marketing, Sales, V&A and Medical Affairs, aligned with global frameworks and International priorities. Translate business priorities, process changes and frameworks (e.g. ICE, IPEx, Omnichannel, DAP) into clear, role‑based capability requirements. Conduct continuous capability needs assessment using performance signals, stakeholder inputs and benchmarks. Prioritize and orchestrate capability initiatives and curricula to avoid duplication, learner fatigue and fragmented learning. Manage end‑to‑end learning journeys (onboarding → core → advanced), ensuring adoption, reinforcement and business impact. Monitor capability adoption and effectiveness; adjust roadmaps and learning journeys based on insights. Ensure capability building goes beyond training, embedding skills into routines, governance and country ways of working. Leadership of Content Activation and Congresses & Events Provide line management and functional leadership to Content Activation Managers and the Congresses & Events Lead. Ensure consistent execution standards across content activation, omnichannel orchestration, and congresses & events. Provide strategic oversight and prioritization, while enabling a high degree of autonomy in day‑to‑day execution for the Congresses & Events Lead. Ensure alignment of content activation with customer journeys, ICE/IPEx frameworks, and overall customer engagement strategy. Measurement, Insights & Continuous Improvement Partner with Integrated Insights, Field Excellence and DAP to ensure actionable dashboards for ICE, IPEx, content activation, congresses & events, and capability adoption. Lead root‑cause analysis and structured problem solving for recurring execution or capability gaps. Capture, share and scale best practices across TAs and, where relevant, across countries or regions. Essential Requirements Bachelor’s degree in business, life sciences, or a related field; advanced degree in management or operations Full professional proficiency in English and German Proven experience in the pharmaceutical industry in Customer Excellence, Commercial Excellence, Capability Building, Marketing Operations or transformation roles Previous experience in sales and marketing leadership roles is a significant advantage. Medical and V&A experience is a plus Strong process design, governance and execution excellence capabilities Proven experience in capability needs assessment, curriculum deployment and learning effectiveness measurement Experience leading diverse teams and influencing in a matrix environment