Senior Manager, Customer Excellence Lead

2 weeks ago

Gentofte, Gentofte Kommune, Denmark ASCENDIS PHARMA AS Full time

Are you ready to make a significant impact in a dynamic and growing organization? Ascendis Pharma is seeking a dynamic and experienced professional to join our growing team as the Senior Manager, Customer Excellence Lead.

As a key member of our EU Commercial Excellence & Insights team, you will have the unique opportunity to build and shape our customer excellence framework from scratch. You will be responsible for the operational implementation of global commercial systems and processes, supporting France, Spain, Italy, Portugal, and Benelux.

The position will be based in Copenhagen, Denmark and will report directly to the Director EU Commercial Excellence & Insights.

Your key responsibilities will be:

  • Lead customer targeting and segmentation efforts in partnership with local General Managers and Sales Leads, offering 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.

Business partnering is crucial for the success of this role. Thus, it is expected that you possess an excellent business partnering mindset, with the ability to gain deep insights into local markets and affiliate operations. By utilizing fact-based analysis, you will challenge and improve local performance. Additionally, you will implement global commercial processes and systems in alignment with Ascendis' standards.

Qualifications and skills:

  • 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.

Key competencies:

You have a proven history of working on and delivering multiple projects simultaneously, even when faced with tight deadlines and changing priorities. You demonstrate the ability to work effectively in cross-functional teams, showing leadership and initiative in achieving organizational objectives. You excel in operating in ambiguous situations, determining focused objectives, and establishing a clear path forward despite open questions. As a strong team player, you manage conflicting priorities well and have the ability to understand and influence decisions. You can interact and communicate with all levels within the organization effectively. As a self-starter, you are proactive, actively participate, and are highly self-motivated. Additionally, you are willing to travel internationally up to 20% of the time.

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