Head of Customer Strategy, Capability and Excellence

TN Italy; Milano; In loco; EUR 60.000 - 100.000; Tempo pieno

Descrizione del lavoro

An established industry player is seeking a strategic Head of Customer Strategy, Capability and Excellence to drive customer initiatives and enhance satisfaction. This pivotal role involves leading a team, designing customer journeys, and collaborating with cross-functional teams to ensure successful execution of strategies. The ideal candidate will possess over 10 years of leadership experience, a strong background in marketing, and a curiosity about AI and data analytics. Join this innovative organization and make a significant impact on customer engagement and corporate sustainability.

Competenze

• 10+ years of leadership experience with a focus on customer strategy.
• Strong background in marketing and customer-facing functions.

Mansioni

• Lead customer strategy to enhance customer experience and satisfaction.
• Design customer journeys and tailor solutions for specific segments.

Conoscenze

Leadership

Strategic Thinking

Project Management

Change Management

Data Analytics

Marketing

Agile Mindset

Customer Experience

Formazione

Master's Degree in STEM

Descrizione del lavoro

Head of Customer Strategy, Capability and Excellence, Milan

Client:

Antal International

Location:

Milan, Italy

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

42d16e5a9efc

Job Views:

1

Posted:

06.05.2025

Expiry Date:

20.06.2025

Job Description:

The company is a well-known Pharma organization with a strong international environment.

We are seeking an innovative and strategic professional for the role of Head of Customer Strategy, Capability and Excellence.

This role focuses on driving customer strategy and building long-term competitive capabilities to ensure corporate innovation and sustainability for future competitive advantage.

Major accountabilities:

1. Lead the customer strategy to enhance 360° customer experience and satisfaction, including building and strengthening relationships with external stakeholders to improve industry congresses and events strategy.
2. Design and enable customer journeys to influence customer behaviors, tailoring solutions to specific customer segments.
3. Elevate customer-centric experience, design, and data visualization tools to analyze and derive insights from customer interactions.
4. Anticipate future commercial and field capabilities, driving organizational capability building programs aligned with future needs.
5. Lead and develop a team, providing guidance, coaching, and mentoring.
6. Collaborate with cross-functional teams (TAs, medical, etc.) to ensure successful execution of customer strategy initiatives.
7. Develop and implement change management initiatives to facilitate continuous improvement and ensure seamless global-to-local project implementation.

Requirements:

1. Over 10 years of leadership experience, including leading teams.
2. Strategic thinking with proven experience managing large-scale, diverse projects and influencing matrix organizations.
3. Experience with cross-functional processes, an AGILE mindset, and implementing transformation initiatives involving governance, processes, tools, and capabilities.
4. Curiosity about AI, with experience in AI and data analytics, and strong data proficiency.
5. Ability to translate corporate objectives into customer-facing strategies while adhering to compliance and pharma regulations.
6. Strong background in marketing and customer-facing functions, with preference for marketing experience.
7. Experience in leading change management initiatives, coaching, mentoring, and agile transformation.
8. Strong strategic and analytical skills.
9. Master's degree, preferably in STEM fields.
10. Fluent in Italian and English.

The position is based in Milan, Italy, and is part of a global organization.

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