Customer Excellence, Associate Director

At Astellas, we believe that nurturing exceptional relationships with our employees delivers exceptional business results.

Everyone at Astellas has a responsibility for creating a brighter future for patients around the world. From the first moment, Astellas will inspire you to put this ethos into practice - with a positive, agile company culture and with well-defined ethical principles, values, and systems.

Everything we do is led by our company values of integrity, being patient centric, taking ownership, delivering results, and communicating openly. These values are essential to Astellas’ relationship with its employees and now is an exciting time to join us as we continue to evolve as a cutting-edge, value driven life sciences innovator.

**Purpose of the Position
Responsible for developing and implementing the International Markets Commercial strategy (INT-C) on Customer Excellence Capabilities by leveraging and articulating GCA resources; defining, communicating and embedding INT-C standards and principles to achieve leading Customer Excellence creating a competitive advantage, improving compliance, and supporting capability excellence in all customer-facing roles across INT-C delivering high-impact capabilities that achieves stretch strategic commercial objectives for INT-C.

**What you will do includes:
- Partner with GCA colleagues to deliver fit-for-purpose, best practice solutions/initiatives for use across INT-C, to improve customer-facing colleagues’ effectiveness and quality of interaction.
- Lead and drive Customer Excellence community across INT-C and be a key interface to develop, prioritise, execute, and deliver critical commercial excellence capabilities in collaboration with global capabilities area engagement leads, specifically in the focus areas of omni-channel, commercial insights, sales force, customer and digital excellence.
- Co-create, lead and drive balance scorecard commercial excellence capabilities deliverables and KPIs across INT-C as well as influencing the Mid-Term Planning and strategic workforce planning and capabilities process for the region working closely with INT-C leadership team.
- Manage, drive and deliver clear insights how country Affiliates and brands are performing across the commercial excellence disciplines including commercial insights, digital excellence, sales force and other areas presenting risk and opportunity in order drive agility and focus around decision-making and supporting the maximum ROI to grow our brands.
- Lead, implement and evolve an integrated solution to embed the new GCA operating models working closely with global capabilities area engagement leads, driving collaborative ways of working, sharing of best practice and capability development across INT-C to drive a mindset continuous improvement and best in class.
- Deliver effective Key Account Management capability across the organisation, maximizing GCA support and working together with Marketing, Medical, Market Access and other stakeholder input/buy-in: Ensure relevant metrics and KPIs are in place to drive continuous improvement.
- Embed the CIM ( Customer Interaction Model), ensuring alignment, articulation with stakeholders and impeccable execution of the model.
- Create a compliance and continuous improvement culture, monitoring and assessing customer-facing capability to provide an INT-C view of gaps/actions needed, co-creating capability uplift solutions and improving compliance.
- Drive the INT-C Customer Excellence Leadership Forum, co-creating priorities and annual objectives and represent Customer Excellence.
- Re-enforce an Ethics and Compliance culture and Integrity in Action.

**What you will need:
- Bachelor’ Degree in any Science discipline. Post-graduate qualification such as MBA and/or MSC or equivalent is highly desirable.
- At least 10 years of customer excellence related experience in Pharmaceutical with strong track record.
- Experience in the Pharma sector with strong patient/customer focus, in multi-disciplinary, matrix, international context.
- Track record of co-creating and implementing national/international strategy and achieving exceptional results.
- Experience in customer excellence impeccable execution insights consolidation and communication to improve performance.
- Demonstrable experience of consistently converting opportunity and challenges to business results.
- Professional able to work across multi-country borders, developing individual, team and organisational capability.