Business Operations Lead

We are looking for a Business Operations Lead to drive local Commercial Excellence initiatives at CSL in Switzerland, with a dedicated focus on Sales Force Effectiveness, CRM ownership, and integrated account management.

The role further strengthens data-driven decision-making through aligned reporting (e.g. Power BI) and the use of local market research to support strategic planning. It also builds digital capabilities and omnichannel customer engagement across teams. This role integrates and develops the Customer Service function, including processes, systems (e.g. SAP), positioning Customer Service as a competitive advantage.

The position ensures close collaboration with above-market and DACH teams, oversees congresses, events, and educational platforms, and contributes as a member of the country leadership team with strong cross-functional team building.

In this position you will be directly reporting to the General Manager CSL Switzerland.

• Act as a cross-functional team lead and member of the Country Leadership Team

• Drive local Sales Force Effectiveness, Analytics, and Strategic Insights in close collaboration with local teams and above-market/DACH functions

• Lead the digital and omnichannel (OC) engagement approach, including processes, frameworks, and cross-functional projects in coordination with BU and DACH teams

• Oversee congress and event management for CSL Switzerland

• Integrate and further develop Customer Service as a key business capability

• Contribute as a Country Leadership Team member and actively support the development of the CSL Switzerland culture

• Act as a change management lead in a dynamic, evolving matrix environment

• Lead and develop a team of up to 11 headcounts, including a management layer

• Localize segmentation and targeting across all sales lines, aligned with DACH standards

• Localize goal setting and incentive calculations in alignment with DACH frameworks

• Own and manage the local CRM system, including harmonization initiatives

• Lead rollouts and trainings for local teams (e.g. Smart 2.0, segmentation)

• Drive Integrated Account Management in close collaboration with cross-functional partners

• Localize and manage BI solutions, including data warehouse, data models, Power BI, and reporting

• Generate local insights in collaboration with DACH and global teams

• Conduct local market research to support brand strategies

• Localize patient flow models and forecasts based on global tools and methodologies

• Lead local opportunity screening and business case development

• Integrate Customer Service into one unified CSL Switzerland Customer Service team

• Drive system harmonization, including SAP implementation

• Lead Customer Supply Management and develop Customer Service as a competitive advantage

• Manage key customers, including hospitals and wholesalers, on a regular basis

• Build and implement a local CSL Switzerland framework for digital and omnichannel engagement across Marketing, Sales, and Medical

• Support execution of the digital and OC engagement strategy

• Develop and manage an integrated local website strategy in compliance with internal SOPs

• Work closely with the DACH Digital Enablement Lead

• Develop and implement a CSL Switzerland framework for congress and event management

• Build and continuously evolve CSL Switzerland’s visibility concept at congresses and events

• Provide support to Business Units and functions

• Lead transparency reporting and ensure full compliance with internal SOPs

• Bachelor’s degree or higher in Business, Life Sciences, or a related field

• Minimum of 8 years’ experience in Sales Force Effectiveness, Marketing, Sales, and complex project management within the pharmaceutical industry

• Strong team player with excellent communication and interpersonal skills and a high level of customer focus

• Proven leadership capabilities, including direct and indirect leadership in highly cross-functional environments

• In-depth understanding of the Swiss pharmaceutical market, including key stakeholders,…