Customer Excellence & Capability Building Manager
Core
Leads an integrated execution and learning engine for the country organization, combining customer engagement execution with capability building and learning governance to translate strategies into high-quality omnichannel execution.
Role type
Manager, Customer Excellence & Capability Building
Builds
Omnichannel customer engagement programs, capability training programs, and patient/payer engagement frameworks for Marketing, Sales, Value & Access, and Medical Affairs.
Domain
Healthcare / Life Sciences (Pharmaceuticals)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Omnichannel execution, Launch readiness, Governance & compliance (MLR), Vendor management, Budget management, Learning program localization, Stakeholder management, Strategy-to-execution translation, Resource optimization, Performance analytics
Preferred skills
CRM systems, Marketing automation platforms, Learning technologies, AI-driven call planning, Dynamic Resource Optimization (DRO) frameworks, One-Brand-Plan governance
Technologies
CRM, SFMC, FUSE, AI-driven planning tools
Responsibilities
Lead end-to-end activation of omnichannel customer engagement across CRM and marketing platforms; Govern validated omnichannel customer journeys and content tagging; Oversee planning and logistics for HCP meetings and congresses; Implement Dynamic Resource Optimization frameworks; Ensure disciplined execution of One-Brand-Plan governance; Lead patient and payer engagement execution; Localize and deploy global capability programs; Manage learning vendors and budgets.
Seniority
Manager, hands-on IC
