Head of Customer Experience & Commercial Strategy Sandoz Iberia

Sandoz International GmbH; Madrid; Presencial; EUR 70.000 - 110.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Head of Customer Experience & Commercial Strategy to lead transformative initiatives that enhance customer engagement and drive commercial excellence. This pivotal role involves designing go-to-market strategies, optimizing business processes, and leveraging digital tools to create a superior customer experience. The ideal candidate will have extensive experience in commercial management, a strong understanding of digital marketing trends, and the ability to lead diverse teams. Join a forward-thinking organization committed to shaping the future of healthcare and making a significant impact on patient outcomes.

Servicios

Flexible working hours

Professional development opportunities

Collaborative work environment

Diversity and inclusion initiatives

Formación

• 10+ years experience in commercial & operations management in senior roles.
• Strong background in digital technology and customer-facing applications.

Responsabilidades

• Define and execute customer experience improvement plans.
• Lead marketing strategy development and execution across channels.
• Generate insights about markets and customer needs for business growth.

Conocimientos

Commercial Management

Operations Management

Digital Marketing

Stakeholder Management

Customer Engagement

Analytical Skills

Communication Skills

Leadership

Project Management

Educación

MBA

Degree in Business, Marketing, or Engineering

Certifications in Marketing or Digital

Herramientas

Marketing Automation Tools

Predictive Analytics Tools

Descripción del empleo

Head of Customer Experience & Commercial Strategy Sandoz Iberia

Our leaders play a pivotal role in how we move forward as a new independent Sandoz which is why we will continue to invest in developing leaders who are visionary, empowering and accessible.

As Head of Customer Experience & Commercial Strategy Sandoz Iberia, you will be in charge of designing and implementing go-to-market and customer experience strategies that deliver measurable and scalable impact. The function will oversee commercial excellence, digital, marketing, and customer service operations. This is to ensure consistency in commercial execution, development of capabilities, and customer-centric design of processes to drive commercial excellence and superior customer experience across channels.

Responsible for providing step-change commercial transformational programs enabling continued double-digit growth, looking comprehensively at skills, processes, methodologies, practices, and systems. In charge of the early stages of new business generation through lead generation and nurturing in various digital channels as well as supporting the execution of organic growth marketing strategies with the full marketing communications toolkit and event and launch management.

In charge of supporting the commercial organization in business execution, ensuring a harmonized and customer-centric commercial approach across all channels, optimizing business processes, and managing the customer service matrix. Responsible for customer experience operations in coordination with the Supply Chain area.

Responsible for generating differential intelligence insights about markets, competitors, and customers that are targeted, timely, relevant, and actionable.

Leveraging global, regional, and supporting functions, this role will be in charge of developing and implementing best-practice tools and technologies to enhance customer experience and digital engagement. Design and implement data acquisition and management processes.

Co-ordinate and leverage the execution of commercial plans and growth initiatives across the region.

Your responsibilities will include :

• Define and execute customer experience improvement plans.
• 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.
• Seek out and interpret key trends in customer behavior to drive necessary focus and innovation for business growth.

What you'll need to bring to the role :

Work Experience :

• 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.
• Excellent communication and presentation skills.
• Understanding of technology space and market, versed in the 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.

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, touched the lives of almost 500 million patients last year and while we are proud of this achievement, we have an ambition to do more!

With investments in new development capabilities, state-of-the-art production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum and entrepreneurial spirit is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is encouraged!

The future is (y)ours to shape!

Commitment to Diversity & Inclusion :

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