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Senior Manager, Customer Excellence Lead

2 months ago

Gentofte, Gentofte Kommune, Denmark ASCENDIS PHARMA AS Full time
Senior Manager, Customer Excellence

Ascendis Pharma A/S is seeking a dynamic and experienced professional to join our growing team as the Senior Manager, Customer Excellence. This role offers a unique opportunity to build and shape our customer excellence framework from scratch, driving operational implementation of global commercial systems and processes.

Key Responsibilities:

  • Lead customer targeting and segmentation efforts in partnership with local General Managers and Sales Leads, providing daily support to local sales teams.
  • Utilize advanced analytics, including attribution modeling, to assess the impact of digital channels on healthcare professionals.
  • Drive insights to optimize customer engagement across various segments, channels, and content.
  • Maximize the capabilities of Veeva CRM and support field operations through master data management and reporting.
  • Continuously improve and integrate digital solutions to enhance the customer experience.
  • Develop and implement Global/Regional Ways of Working guidelines, ensuring alignment across the countries and with US colleagues.
  • Identify opportunities to improve field effectiveness and provide data-driven solutions.

Requirements:

  • Bachelor's Degree required; master's degree or MBA preferred.
  • 5+ years of sales operations experience in the pharmaceutical or biotech industry (which may include work as a consultant or supplier to the industry).
  • Experience in Specialty or Rare Disease preferred.
  • Extensive experience supporting technical design of commercial systems and implementing applications (CRM/Veeva). Advanced knowledge of MS Office (Excel, PowerPoint, Word) and Power BI is required.

Competencies:

  • Proven history of working on and delivering multiple projects simultaneously, even when faced with tight deadlines and changing priorities.
  • Ability to work effectively in cross-functional teams, showing leadership and initiative in achieving organizational objectives.
  • Strong team player with the ability to manage conflicting priorities and understand and influence decisions.
  • Proactive, self-motivated, and willing to travel internationally up to 20% of the time.