Astellas Pharma Senior Marketing Manager, Customer Experience Strategy in Northbrook, Illinois
Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!
Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at www.astellas.com .
This position is based in Northbrook, Illinois. Remote work from certain states may be permitted in accordance with Astellas' Responsible Flexibility Guidelines. Candidates interested in remote work are encouraged to apply.
The Senior Marketing Manager, Customer Experience and Account Management, will be responsible for 1) driving a positive Oncology customer experience by serving as the internal 'voice of the customer' for the US Oncology team, driving initiatives to improve our understanding of the customer journeys and implementing solutions to improve upon that experience while driving our brand and franchise objectives, and, 2) Develop the appropriate marketing materials, tools, and initiatives to drive a breakthrough performance on the implementation of the Astellas Oncology value proposition through the KAMs organization.
Essential Job Responsibilities:
Defines a customer experience strategy that describes the intended customer experience, its linkage to overall corporate objectives, and its alignment with the franchise's strategies and goals
Help the Oncology Brands to establish a common understanding of the customer, leverage the global CX strategy and US brands' strategies to ensure that US Oncology Franchise customers' needs are met.
Drives brand team's engagement and involvement by embedding a CX mindset/culture
Develops mechanisms and leverage current tools to capture CX data from different sources (field team feedback, social media, market research, market trends, etc.) to augment and enhance the customer experience, and identify key CX metrics for tracking experience quality, satisfaction, and loyalty and measuring impact on performance.
Leverage insights, data and industry best practices to continuously improve the customer experience, design innovative solutions, and bring experience in translating strong analytics into business activities and tactics.
Communicates to employees at all levels of the organization in the elements of the CX strategy.
Support the KAM organization by identifying opportunities and implementing initiatives, assessing and sharing best practices, and developing tools and materials based on the intersection between brand and franchise strategies with customer needs (voice of the client)
Designs voice of customer programs, including unsolicited experience feedback from customers. Analyze VOC feedback drawn from sources to identify customer problems and opportunities to improve and differentiate
Manage outside agencies in tactical planning, project estimate development, time management, budgeting, and execution of projects
Contribute to the annual Oncology Franchise Brand tactical plan for CX and key account marketing.
Complete work in an ethical and compliant manner
This position will directly impact both the strategic and tactical direction across the portfolio of Oncology brands, especially as it relates to the US Franchise Customer Experience and cross-brand marketing for Key Accounts. It will also directly impact the A&P budget based on the efficient use of resources including management of vendors, negotiation for services both internally and externally and monitoring of budget effectiveness.
Reports to the US Oncology Franchise Marketing Director. Collaborates with other members of the Franchise Marketing team, Oncology Brands Teams, Oncology Key Accounts team, other Commercial functions, MLR, Compliance, Global Customer Experience and Omnichannel Capabilities and other functions across the organization when necessary. This position has no direct reports.
7+ years industry experience, preferably within the US pharmaceutical, biopharmaceutical, or biotechnology industries
In-depth understanding of Customer Experience concept, preferably in healthcare industry
Data driven Marketing knowledge preferably in pharma industry.
Experience setting and aligning strategy and tactics across functions and brands.
Proven decision-making and critical thinking skills leading to successful outcomes
Demonstrated ability to develop and maintain effective collaborative relationships with team members, management and internal/external partners
Proven ability to be a consistent high-level contributor or leader of multiple cross-functions projects
Experience working with teams / individuals with varied cultural backgrounds & learning styles
Strategic thinking, creativity, and capacity to assist others in developing ideas and business opportunities
Strong business acumen: project management, vendor management, and budget management capabilities
Experience owning projects through the Medical, Legal and Regulatory review process
MBA, Masters Degree, MS in Science or other Advance Degree
Market Access knowledge preferably in Oncology
Experience in leveraging the latest digital tools
Medical, Dental and Vision Insurance
Generous Paid Time Off options, including Vacation and Sick time, plus national holidays including year-end shut down
401(k) match and annual company contribution
Company paid life insurance
Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions
Long Term Incentive Plan for eligible positions
Referral bonus program
Category Oncology Business Unit
Astellas is committed to equality of opportunity in all aspects of employment.
EOE including Disability/Protected Veterans