Director of Customer Solution Engagement

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The Director of Customer Solution Engagement owns the end-to-end strategy and execution for engaging a key customer group and individual Key Opinion Leaders (KOLs) to shape, refine, and evolve Community Pharmacy Solutions programs and services.

The core purpose of this role is to lead opportunities to gain valuable, actionable voice-of-the-customer feedback for solution enhancements while strengthening customer relationships.

This role is customer‑centric and outcomes‑driven — architecting the space, opportunity, and engagement format that enables Solutions Experts/SMEs to capture voice‑of‑the‑customer insights and convert them into prioritized enhancements to existing solution offerings, increased adoption, and measurable business impact aligned to organizational priorities.

The Director serves as the primary relationship leader for the initiative, building trust and partnership at both the group and individual level, and ensuring customers experience a high‑quality, value‑focused engagement. By establishing strong governance, disciplined ways of working, and transparent communication, the Director drives alignment, removes barriers, and ensures stakeholders stay committed to shared outcomes — even when perspectives differ.

Working closely with internal Solutions Experts and cross‑functional teams, the Director influences without direct authority to move work forward, continuously improve solutions, and strengthen long‑term customer partnership.

Success in this role is defined by solution evolution, increased customer engagement, and tangible impact that supports growth and reinforces strategic objectives.

• Own and lead the customer solution engagement initiative end‑to‑end, providing strategic oversight of planning and execution (annual operating plan, engagement cadence, objectives, governance, resourcing, and success metrics) to ensure timely delivery of outcomes and measurable business impact.
• Responsible and accountable for assigned project to ensure it is within expected costs, resources, timelines and budget and meets expected quality standards while ensuring the engagement model enables actionable outcomes (insights, decisions, and follow‑through) and measurable customer impact.
• Responsible to determine project scope and objectives, oversee project plans and monitor progress including leading the execution plan for the initiative (cadence, objectives per session/board, deliverables, decision points, and measures of success).
• Responsible to predict resources needed to reach project objectives, establish clear roles and define output they need to deliver including defining SME roles, solution ownership, and accountability for post‑session execution.
• Responsible for implementing governance structure with defined roles and responsibilities and escalation pathways to accelerate decisions, resolve conflicts, and maintain momentum across internal teams and the customer stakeholder group.
• Ensures effective and transparent communication and working relationships with customers and internal team members to strengthen trust and partnership.
• Manage change with the team when necessary to meet project deliverables and to adapt the engagement approach based on feedback, business needs, and evolving priorities.
• Accountable that all participants are onboarded, trained accordingly and aware of their responsibilities within the engagement.
• Support and participate in strategic processes by taking initiative to identify opportunities, expand impact, and evolve the role as business needs emerge.
• Lead inter‑agency discussions, calls and alignment meetings to drive stakeholder alignment, resolve conflicting perspectives, and secure timely decisions and commitments.
• Understand customers business, brands,…