Director - Contacting and Customer Experience

The US Vaccines Contracting and Customer Experience team supports our customers’ vaccine contracting and ordering experience by providing outstanding customer service through contractual and ordering touchpoints. We assist our Field Sales Team, healthcare providers, and healthcare systems to help them meet their contractual and vaccine ordering goals.

• Recruits, hires, and supervises the hiring of top talent to build a high-performing, diverse & customer-centric integrated national team.
• Sets appropriate expectations and assesses performance of direct reports, including team leaders.
• Rewards and retains team members based on results and by creating an environment supportive of growth and development.
• Supports and fosters a diverse and inclusive environment.
• Ensures understanding and continually reinforces principles of the commercial model and provides formal and informal feedback to Headquarter based team regarding the status of implementation.
• Responsible for leading ongoing organizational and cultural transformation within the contracting and customer experience divisions.
• Leads annual people management processes for employees (performance management, employee development, compensation & rewards); ensures ongoing feedback & coaching throughout the year to all employees to support achievement of assigned performance objectives.
• Prioritizes and allocates human resources across customers/accounts.

• Has ultimate responsibility and ownership of the “customer experience” as it relates to contracting, managing customer account information, and purchasing processes through direct and/or indirect channels.
• Accountable for the teams’ delivery of customer experiences that demonstrate value and create trust.
• Implements an effective customer-centric approach, demonstrating the importance of the customer to our Company.
• Partners closely with sale team leadership to understand critical customer issues and opportunities to improve the customer experience, ensuring this understanding is incorporated into team plans.
• Works closely with Headquarter teams, including the OMC, BSC, CCM, and IAM, to ensure a quality and value-driven customer experience.
• Collaborates closely with other stakeholders to ensure consistency and seamless support across the customer base.

• Oversees the C&DS Development Team, guiding strategic content design, implementation of agile principles, resource stewardship, and operational guidelines to align customer support with business priorities.
• Directs promotions management and ensures the prioritization and correct, compliant application of promotion process and standards across all resources.
• Reviews operational metrics, queue times, service levels, and customer sentiment (via surveys and customer research) to drive continuous improvement in MVCC performance and VAS/VCAS engagement.

• Required:
  
  Bachelor of Arts or Bachelor of Science
• Preferred:
  Masters in Business Administration

• Minimum of (10) years experience in Sales, Marketing or Managed Care - Pharmaceutical industry
• Minimum of (3) years People Management experience
• Minimum of (3) years experience developing and managing customer relationships

• Create a strategic plan by integrating short, mid, and long-term objectives
• Formulate a strategic business plan based on customer business needs and available resources
• Clearly communicate and articulate a vision and strategy that motivates and energizes the region
• Understands the market environment - identification of customer segments and business drivers
• Assess business results against objectives and realign resources…