Chief Customer Officer – Northern European Hub

Gated Talent; Basingstoke; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading global healthcare company is looking for a visionary leader to manage its Customer Office. This role requires strategic leadership to transform HCP and consumer engagement strategies, drive consumer-centric innovation, and enhance team capabilities in a collaborative environment. Ideal candidates will demonstrate strong project management and data analysis skills, backed by significant industry experience.

Qualifications

• Proven experience of over 10 years in a leadership role.
• In-depth knowledge of key capability areas.
• Outstanding communication and interpersonal skills.

Responsibilities

• Develop and evolve the Customer Office vision.
• Drive cross-functional understanding and adoption.
• Oversee integrated marketing campaigns.

Skills

Strategic Thinking

Problem-Solving

Leadership

Data Analysis

Project Management

Education

Bachelor’s degree in Marketing, Business Administration, or related field

MBA preferred

Job description

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

At Lilly, we unite caring with discovery to make life better for people around the world. Our 39,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

With customer expectations evolving faster than ever and new medicines expected to launch in all of our therapeutic areas over the next several years, Lilly has a tremendous opportunity to get our medicines to more patients, faster. To reach our goals we need to work in new, and innovative ways – we need to meet our customers where they are – we need to become the most consumer-centric, trusted, medicine company.

The Northern European Customer Office (NECO) serves as an extension of the Global Customer Office – reimagining how we work and how/where we interact with our customers. NECO is charged with creating new opportunities to drive deeper medical/marketing integration, content effectiveness and acceleration – through new technologies and Consumer/HCP OCE standardization, development and execution of consumer activation and overall masterbrand awareness, in addition to owning the upskilling/future proofing of current talent through a reimagined and intentionally designed capabilities organization.

The Chief Customer Officer is responsible for developing, driving, and leading the Customer Office, ensuring ongoing strategy evolution, operational excellence, and global connectivity/integration. This role requires a visionary thinker with strong communication and coaching ability – with the ability to drive innovation and create a culture of creativity and excellence across the organization.

Responsibilities

• Strategic Leadership: Develop, own, and evolve the Customer Office vision – reimagining and transforming HCP and consumer engagement strategies, while simultaneously driving towards the elimination, simplification, standardization, and automation of work.
• Organizational Change Management (OCM): Drive cross-functional understanding and adoption – driving towards true consumer and HCP integrated omnichannel strategies across all functional areas.
• Consumer-Centric Innovation: Drive initiatives to enhance consumer experiences at every touchpoint. Utilize insights from data analytics and market research to manage social media, patient engagement tools, and platforms, providing patients with the information, support, and resources they need to manage their health.
• Team/Organization Leadership: Lead an organization of marketing, sales, and capability professionals, providing guidance, coaching, and support to ensure alignment with strategic goals and hub objectives.
• Field & Coaching Capabilities: Lead the futureproofing of our field facing capabilities through the reimagination of the Lilly Field Institute. Work in tight partnership with the IBU and LSI USA to develop and launch a model, applicable to all IBU Hubs.
• Technology Integration: Stay abreast of emerging consumer and marketing technologies and trends, and leverage marketing automation tools, CRM systems, NBE, Modular Content production, Content Tagging, Customer Segmentation, and other technologies to enhance marketing effectiveness and efficiency.
• Campaign Planning and Execution: Oversee the planning, execution, and optimization of all integrated marketing campaigns across multiple channels, including digital, social media, email, print, and linear tv for the Lilly Masterbrand and DSE across all TAs.
• Consumer Journey Mapping: Be the source of knowledge when it comes to analysing consumer behaviour and preferences to map out the consumer journey and identify opportunities for enhancing engagement and driving conversions at each touchpoint.
• Data-driven Decision Making: Drive the utilization of data, analytics, and insights to measure the performance of marketing initiatives, identify areas for improvement, and make data-driven decisions to optimize efforts.
• Cross-functional Collaboration: Collaborate with internal teams, including E&C, Code Reviewers, Tech@Lilly to ensure alignment of marketing efforts with overall business objectives and clear process layouts.
• Budget Management: Manage the NECO budget effectively, allocating resources to maximize ROI and achieve desired outcomes.
• Performance Measurement and Reporting: Establish key performance indicators (KPIs) to track the effectiveness of marketing initiatives and provide regular reports and insights to stakeholders on campaign performance and ROI.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or a related field; MBA preferred.
• Proven experience of over 10 years in a leadership role, preferably in the Healthcare industry.
• Strong strategic thinking and problem-solving skills, with the ability to translate business goals into actionable marketing strategies.
• Excellent leadership and team management skills, with a track record of building and motivating high-performing teams.
• In-depth knowledge of key capability areas.
• Proficiency in data analysis and interpretation, with the ability to derive actionable insights from marketing analytics.
• Outstanding communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate complex ideas clearly and persuasively.
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.
• Results-oriented mindset, with a focus on driving measurable business outcomes through marketing initiatives.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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