Do you want to join a team where the mission is meaningful, the challenges are complex, and you can directly see the results of your hard work? At Lundbeck, we are tirelessly dedicated to restoring brain health, so every person can be their best. Inspired and driven by our purpose, we are the only global biopharmaceutical company focused solely on brain diseases. We have a robust and innovative pipeline, bringing forward transformative therapies to address unmet needs in neurology and psychiatry. Join us on our journey of growth!
This position is a remote opportunity
SUMMARY:
The Associate Director, Customer Experience will work to elevate the perception of both the Vyepti brand and broader Lundbeck profile by building a preeminent experience for our customers through: 1) building customer engagement strategy for HCP accounts/office/patient segments, as well as infusion sites of care facilities 2) identifying insights, barriers, and developing specific actionable solutions/programs for increasing impact with customers throughout the customer journey, with an emphasis at the point of patient initiation, site of care, adherence 3) drive pull-through of customer experience programs/initiatives for improving initiation and site of care experience 4) track downstream progress of implementation of recommendations
ESSENTIAL FUNCTIONS:
Customer Engagement Strategy, Execution and Pull-Through
Lead development of and execute a data and insight driven engagement strategy, integrated with patient, HCP and payer strategy
Profile drivers, beliefs, values and motivations for key customer segments driving cross-functional understanding of HCP practice, consumer experience, and site of care dynamics and needs
Work closely with the Brand team to ensure strategies, tactics and messaging are aligned with core strategy
Build deep relationships with customers for HCP accounts/office/patient segments, as well as infusion sites of care facilities to enable insight gathering and feedback
Create customer-centric education engagement materials and programs to support customer ecosystem-specific opportunities and discussions
Build and integrate office/site of care treatment journey solutions and resources that support brand practice adoption and positive patient initiation experience
Partner with the training department, to create and execute field training programs that increase the team effectiveness in delivering resources and capabilities that enhance customer experience
Lead aspects of evolution of customer experience strategy; supports pull-through via sales meetings, promotional materials (including digital resources), advisory boards, consultant meetings, non-personal promotion and direct to sales force communications
Attend relevant congresses to capture actionable insights from the customer experience lens
Ensures all Customer Experience engagement projects are compliant and have obtained necessary approvals through the appropriate medical, legal, and regulatory processes
Cross-Functional Collaboration and Influence
Lead interactions with Brand team members including other functional areas (Sales, Patient Support Services and Field Reimbursement Specialists, Trade and Distribution, Medical, Regulatory, Training, Market Research, Analytics) building consensus/buy-in/approvals among these team members on programs, insights, and engagement strategy
Supports the Customer Experience brand planning process, including strategy and tactical planning, in collaboration with cross functional partners
Collaborate with Market Access teams to understand the impact of channel and access strategy, including Field Reimbursement Specialists (FRS') and associated content, as well as national accounts strategy; share insights and recommendations with the market access organization to identify areas of opportunity to improve access to Vyepti
Collaborates directly with brand and sales leadership, sales training, and sales teams and other cross functional groups to communicate customer experience strategy to ensure all groups are aligned - monitors progress of customer perception shifts
Partners with PSP and Trade and Distribution teams to share voice of customer and ensure positive patient experience with Vyepti Connect support, alternate site of care
Represents customer experience perspective on Vyepti BOM Working Groups as needed
REQUIRED EDUCATION, EXPERIENCE and SKILLS:
Accredited Bachelor's Degree
7+ years sales, marketing or other relevant commercial or analytical experience
4+ years pharmaceutical/healthcare marketing or commercial leadership experience
Prior experience with US Consumer and/or HCP Marketing
Understanding of buy and bill acquisition methodology for an infusion therapy and patient support services
Excellent communication, presentation, and interpersonal skills along with an ability to influence both within and outside the organization
Ability to work with multiple internal cross-functional teams and successfully manage multiple projects simultaneously
Proven track record of success showing strong strategic thinking, understanding of behavior changes that drive decisions, problem-solving, and decision-making capabilities, often in ambiguity and within an agile way of working
Understanding of biotechnology marketing principles
Demonstrated ability to learn product/disease state information
Ability to work collaboratively in a fast-paced, high energy organization
High level of integrity and adherence to all compliance guidelines
Proficiency in Microsoft Office Products, namely Word, Excel, and PowerPoint
The Company requires all employees to be fully vaccinated against COVID-19 as a condition of employment. Newly hired employees must be fully vaccinated against COVID-19 and provide proof upon hire, or request a medical or religious accommodation
PREFERRED EDUCATION, EXPERIENCE and SKILLS:
MBA or master's degree
Prior experience with US Consumer and/or HCP Marketing specific to infusion biologics
People leadership experience with direct reports in pharma marketing, sales, or a related pharma commercial function
Patient Services/HUB experience
Experience and knowledge within the area of neurology and migraine
Pharmaceutical sales and/or sales training experience
Knowledge of the AMA, ACCME, PhRMA and FDA regulations associated with promotion and industry-supported scientific education activities
TRAVEL
Willingness/Ability to travel approximately 50% domestically. International travel may be required.
The range displayed is specifically for those potential hires who will work or reside in the state of New York, Colorado and Connecticut, if selected for this role, and may vary based on various factors such as the candidate's qualifications, skills, competencies and proficiency for the role. Salary Pay Range: $150,000 - $200,000 and eligibility for a 20% bonus target based on company and individual performance, and eligibility to participate in the company's long-term incentive plan. Additional benefits for this position include flexible paid time off (PTO), health benefits to include Medical, Dental and Vision, company match 401k and company car. Additional benefits information can be found on our career site.
#LI-CP1 #LI-Remote
Why Lundbeck
Lundbeck is unique from other biopharmaceutical companies in that we are 70 percent owned by a research-focused foundation. We have a deep heritage of discovery and have brought breakthrough therapies to millions of people across the globe. And we're just getting started! Our success is driven by our great people and inclusive culture, which is guided by our beliefs of being Patient-Driven, Courageous, Ambitious, Passionate & Responsible. Are you ready to make an impact, one patient at a time?
Lundbeck offers a robust and comprehensive benefits package to help employees live well and protect their health, family, and everyday life. Information regarding our benefit offering can be found on the U.S. career site.
Lundbeck is committed to working with and providing reasonable accommodations to disabled veterans and other individuals with disabilities during our employment application process. If, because of a disability, you need a reasonable accommodation for any part of the application process, please visit the U.S. career site.
Lundbeck is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, and any other characteristic protected by law, rule, or regulation. Lundbeck participates in E-Verify.
