Customer Experience

**Passion for Innovation. Compassion for Patients.**:
**Customer Experience (CX) Excellence & Planning Lead (M/F/x)***:

- fixed term contract 24 month -**:
**Purpose of the function**:
The CX Excellence and Strategy lead defines the strategic Cardiovascular (CV) frame and leads the CV planning process end-to-end (acting as “Product Owner”). To this end, the CX Excellence and planning role leads CX evolution with a focus on the implementation and continuous improvement of the strategic and quarterly CV planning as well as content creation and review processes.

**Roles and responsibilities**:
Key Deliverables:

- Define Strategic CV frame and CV plan
- Set objectives and achievement of goals of European Congresses/Events
- Support in defining business priorities for AA team across countries
- Ensure content management, tagging and tiering
- Prepare individual team development plan
- Leads the implementation of CX Evolution across Europe

Activities:

- Defines the strategic CV frame and is responsible for the business questions
- Run the new Operating Model implementaion and orchastrates execution of processes (planing, content, campaigns, AA) within DSE and affiliates
- Drives the strategic and operational CV planning process at Europe level end-to-end including supporting affiliates localizing strategic CV plan and reviewing/challenging final affiliate plans
- Defines objectives of European Congresses/Events and monitors performance
- Reviews perf. of DSE Congresses/Events in x-functional meeting and details activities each quarter
- Aligns with affiliates on a quarterly basis to discuss content needs for upcoming campaigns and to decide on split in content creation across DSE and affiliates
- Defines personalized modular content strategy and decides on the weight of brand-specific vs portfolio content based on content use/effectiveness KPIs, closely collaborating with CX Leads [Brand] and PR & Portfolio Communication Director
- Aligns priorities and timelines for content creation & review at DSE in quarterly x-functional meetings
- Supports the Manager CX Excellence and Strategy in: Defining and updating European strategic segments and prioritizing the AA use case developments across countries
- Supports the Content Manager ensuring content modules are tagged and content tiering is rolled out
- Coaches direct reports and provides continuous feedback to ensure their development
- Supports the Head of CX in ensuring the successful implementation of the reshaped content creation and review process

**Personal skills and professional experience**:

- University Degree
- 8 to 11 years of experience
- Experience in pharmaceutical marketing
- Experience using data insights, experience working cross-functionally & collaborating closely with affiliates, Experience steering different stakeholders
- In depth knowledge within specialized therapy area
- Fluent English, add. language advantageous
- Strong strategic thinking skills, strong communication and presentation skills
- Excellent active listening skills, excellent relationship building skills
- Strong coaching and mentoring skills
- Comfortable taking initiatives and learning from them (both successes and failures)
- Embraces agile ways of working, focused on and curious about customer needs
- High level of commitment, passion for innovation and “can do” attitude
- Collaborative

**What we offer**:
**Working at Daiichi Sankyo**:
At Daiichi Sankyo in Europe, we offer a workplace where your voice is heard. Everything we do, we do with a high level of commitment and a clear focus on patients’ needs. We know that our bold ambition to change patients’ lives for the better can only be achieved through the power of collaboration and the exploration of new approaches. Thus, we encourage our colleagues across Europe to be courageous, to bring their ideas to the table and to embrace opportunities to grow. When you join our European family, you will be a part of a dynamic company where everyone, no matter their role, rolls up their sleeves and gets things done.