Head of Customer Engagement and BE&E(m/w/x)

# Head of Customer Engagement and BE&E **Rotkreuz (Office-Based)** | **Full time** **Band** Level 6 **Job Description Summary** Location: Rotkreuz, Switzerland #LI-Hybrid Purpose of the role: As Head of Customer Engagement and BE&E (Business Excellence & Execution), you are responsible for guiding and supporting the implementation of business models to transform the healthcare system and improve access to our portfolio. Leading a matrix team of Commercial Leads and advising MSL leads, you will ensure excellence in customer engagement across the portfolio. You will adopt strategic frameworks for digital solutions to accelerate treatment time, enhance customer experience, and optimize the effectiveness and efficiency of the marketing and sales model. Additionally, you will oversee sub-teams specializing in sales management, business excellence, customer solutions, digital engagement, events, and data analytics, while collaborating with various functions such as market access, marketing, and medical teams. This role is reporting directly into the President IM Switzerland. **Job Description** **Major Accountabilities** Customer Engagement * Lead a matrix team of Commercial Leads and support MSL leads to enhance customer engagement across the portfolio. * Facilitate team alignment and decision-making on field force deployment and management, including resourcing, performance management, development, as well as implementing aligned standards and frameworks. * Foster a community among field-based roles for cross-TA exchange, learning, and collaboration. Business Excellence & Operations * Develop and implement go-to-market strategies, execution plans, and action plans to optimize effectiveness and efficiency. * Enable sales, access, and MSL teams with tailored information, systems, training, and tools. * Ensure consistent measurement, monitoring, and compliance of commercial execution initiatives and customer data management. Customer Engagement Solutions (Data & Digital) * Develops and implements innovative digital strategies and solutions to enhance customer engagement and enable data-driven decision making. * Adopts global solutions to local needs, promotes best practices, and ensures effective localization of digital platforms for priority brands. * Aligns risk management and compliance while driving customer engagement performance and maximizing patient benefits. **What you’ll bring to the role:** * University degree in Business, Marketing, Science, or a related field, MBA desirable * Full professional proficiency in English & German, French is considered an advantage * 12+ years of leadership experience in pharmaceutical industry with P&L and commercial management * Experience in commercial and/or medical field roles, ideally including Sales/MSL management * Expertise in product launch, commercialization, and customer engagement processes * Thorough understanding of digital trends & solutions, technology platforms and products * Strong analytical and critical thinking abilities to interpret market trends and data, and knowledge of regulatory requirements and compliance in the Swiss Pharma market * Proven ability to collaborate and influence in a complex, international matrix environment **Skills Desired**