Head of Customer Engagement Operations, USBU

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Job Description

The U.S. Head of Customer Engagement Operations leads a portfolio of functional groups, including dedicated business partner support, and encompassing Takeda’s sales operational services, HCP/KOL Engagement and Deployment, Operations (incl. Incentive Compensation, Ops/Performance Management, Training, Event Execution), and Tech Enablement resources to enable U.S. Business units’ ability to provide exceptional HCP and Patient experiences. This role is responsible for building and implementing processes, tools, and skillsets to deliver these services and contribute to Takeda’s performance, competitiveness, and operational excellence. 

• Collaborate with internal customers (e.g., franchise leaders, brand leaders, sales leadership, Medical, PAMA technology and analytics) to proactively drive to innovate and identify evolving customer and business needs in service to existing and emerging brands
• Shape and operationalize customer engagement and field execution strategies (e.g., deployment models, engagement mix, capability needs)
• Measure and identify opportunities to improve effectiveness and efficiency through changes to operating model, processes, tools, or resource allocation; collaborate with field leadership to drive adoption
• Partner with franchise and brand leaders to support launch and in-market optimization, aligning field force deployment, engagement priorities, and enablement plans based on evolving customer insights
• Commercial only: Provide operational leadership and support for Incentive Compensation (IC) design and execution (incl. governance, modeling inputs, effectiveness monitoring)
• Focus on increasing speed and efficiency of services delivered through simplification, automation, and /or standardization, while continuing to meet Takeda’s policies and compliance requirements.
• Work with their leadership team to define and implement the talent strategy that supports its current and future portfolio of services ensuring growth and development opportunities for all and establishing a strong, positive culture.
• Collaborate closely with the BUs and field leaders to understand their needs and ensure re-sources are appropriately allocated across multiple franchises and brands.  This individual will ensure that processes are well functioning, individual leadership accountabilities are clear, and services are well aligned to meet business needs.  

Area of responsibilities include:
Stakeholder engagement & launch enablement

• Engage with Takeda stakeholders to review, shape and evolve the U.S. Customer Engagement Operations’ portfolio of services, aligning demand, capacity, and launch readiness
• Orchestrate HCP / KOL Engagement and Deployment, Operations (incl. Incentive Compensation, Ops/Performance Management, Training, Event Execution), and CRM / relevant tech enablement services 
• Lead the Customer Engagement Operations Business Partner organization, establishing strong, outcome-oriented relationships with U.S. Business Units and driving adoption of the new operating model through stand-up and transition to business-as-usual operations
• Understand key launch requirements and ensures that process and procedures are aligned to support effective launches via launch excellence team
• Partner with the business to understand key sales force deployment and engagement requirements for launch products
• Ensure all compliance and product trainings are designed and deployed effectively to support launches and ongoing execution 
• Partner with IT to align appropriate CRM, data, and technology enablement resources with launch needs 

Customer engagement & field operations

• Lead teams that bring innovation and forward-thinking to key areas of Customer Engagement Operations, including:
• Commercial: Sales planning (Incentives and Compensation, Sales Force Alignment, Call Planning)
• Field force automation (CRM, Technology, Field Reporting Platforms)
• Performance reporting and insights
• Professional engagement (Consulting, Speaker, and Advisory Board programs)
• Key Opinion Leader (KOL) / Thought Leadership (TL) support services
• Field team training and leadership development

Operational excellence & compliance

• Execute compliance policies that support audit readiness, including identifying improvement and implementing them
• Ensure alignment across sales training, field enablement, and customer engagement data management strategies to drive execution and compliance

Strategy:

• Understands USBU business strategy and needs and translates them into a defined portfolio of services and supporting capabilities
• Sets, upholds and executes USBU’s vision, capability development, priorities and performance goals that enable USBU’s performance
• Seeks to innovate through experimentation and scales successful pilots / experiments rapidly across the organization
• Delivers on operational excellence goals across the portfolio of services
• Defines and implements a talent strategy that supports innovation and efficiency goals  

Management of Services:

• Responsible for day-to-day operational delivery of a portfolio of services, processes, tools and technology and ensures adherence to service levels and compliance requirements
• Proactively streamlines processes, structures, programs and planning systems to ensure commercial success and fiscal accountability 
• Addresses USBU’s demand for services and available budgets and capacity  
• Manages a multi-million dollar budget with accountability to P&L stakeholders and delivers operations in a cost-effective manner
• Ensures adherence to applicable laws and regulations   
• Oversees key strategic vendor relationships 

People Management:

• Develops and implements a talent strategy that aligns with USBU’s vision, culture and people goals to deliver an exceptional people experience
• Leads, builds, retains, develops, and motivates team members to success
• Builds a talent base and succession plan, implements personal development plans and training to achieve business objectives

DIMENSIONS AND ASPECTS 

Technical/Functional (Line) Expertise (Breadth and depth of knowledge, application and complexity of technical knowledge):

• Comprehensive understanding of the pharmaceutical industry and sales and/or marketing, including extensive experience with various Sales and Marketing Operational domains (e.g., Marketing Program Management (Vendor Management, Speaker Bureau Management, Meetings & Event Planning), Marketing Services (Approval Process and Print Production), commercial learning and data services.  
• Similarly deep understanding of Medical field engagement

Leadership (Vision, strategy and business alignment, people management, communication, influencing others, managing change) 

• Demonstrated ability to collaborate exceptionally well across multipole business units and functional groups
• Enterprise level leadership with the ability to inspire, motivate and drive results
• Ability to present complex information clearly and with confidence 
• Excellent communicator, able to persuasively convey both ideas and data, verbally and in writing
• Proven skills as an effective team player who can engender credibility and confidence within and outside the company
• Dedicates time and effort to strategic development of talent and capabilities within their team
• Fosters a diverse, equitable and inclusive environment and champions all USBU initiatives in services of this goal

Decision-making and Autonomy (The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-solving):

• Broad decision making responsibilities: 
• Ability to make highly complex decisions that impact the enterprise
• Ability to seek diverse input from multiple constituents and align towards agreed upon solutions
• Ability to incorporate feedback and ensure decisions are made swiftly to yield flawless execution  
• Accountable for designing and implementing vision and strategy for designated scope

Interaction (The span and nature of one’s engagement with others when performing one’s job, internal and external relationships):

• Foster solutions-oriented thinking by building a culture of performance, accountability, simplicity, empowerment, external orientation and curiosity
• Effectively navigates the changing external and internal environment and leads others through change by creating and inspiring an engaged community
• Effectively negotiates and collaborates with business partners and demonstrates the ability to resolve conflict in a constructive manner
• Ability to build strong partnerships and drive role clarity with other Takeda function, including Sales, Marketing, Managed Markets, Finance, IT, Procurement, HR, Legal/Compliance, Medical Affairs, Communications, Public Affairs, external vendors, and others.

Innovation (The required level of scientific knowledge, knowledge sharing, innovation and risk taking):

• Ability to set a vision and lead organization change
• Comfortable challenging the status quo and bringing forward innovative solutions
• Ability to take risks implementing innovative solutions to improve patient and HCP experience
• Ability to identify areas for process and systems innovation and implement change that will enhance effectiveness

Complexity (Products managed, mix of businesses, internal and/or external business environment, cultural considerations):

• Ability to work in a highly matrixed ecosystem (internal and external) with a high degree of complexity
• Ability to determine areas of consistency or flexibility in practices from one business to another, balancing uniformity and replicability with meeting business needs

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:  

• Bachelors degree – BS/BA
• Minimum of 15 years of management level experience in the pharmaceutical, biologic/biotech, or medical device industries.  
• Management experience in pharmaceutical product marketing, product sales management, marketing operations, sales operations, marketing management, and/or product management experience or related field, leading a medium to large organization and influencing senior-level management and key stakeholders
• Exhibits an understanding of how operational processes, systems, and capabilities can impact and advance commercial and marketing strategies
• Proven track record of leading and driving business process transformation and organizational culture change 
• Operational experience in pharmaceutical drug development, sales, marketing and product launches
• Track record of successful second-level leadership, management, and development of large, multi-disciplinary globally dispersed teams
• Health care business acumen with a comprehensive understanding of the pharmaceutical industry and U.S. Commercial environment
  

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.

For Location:

Boston, MA

U.S. Base Salary Range:

$255,800.00 - $401,940.00

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location. 

U.S. based employees may be eligible for short-term and/ or long-term incentives. U.S. based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation. 

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.

Locations

Boston, MA

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time

Job Exempt

Yes

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.