Regional Lead, Customer Engagement Excellence, NA

---

Job description

Job Description

CSL Behring is investing in new Customer Engagement capabilities, including new processes and systems, that support enhanced customer interactions and engagement. Regional optimization and harmonization of these capabilities is critical to the increased efficiency of our business.

The Regional Lead, Customer Engagement Excellence, NA is responsible for regional coordination and support in enabling successful implementation, adoption and optimization of new processes, systems and tools related to customer engagement, including CRM, MedComms, PromoMats and future Commercial solutions. They will ensure harmonization across the affiliates within their region. In addition to NA regional responsibilities, this role is responsible for developing and executing a comprehensive communication and change management strategy in support of new and enhanced commercial processes, platforms, capabilities, and technologies, including C360 Engage.

Main Responsibilities:

Provide regional coordination and support in enabling successful implementation, adoption and optimization of new processes, systems and tools related to customer engagement, including CRM, MedComms, PromoMats and future Commercial solutions. In addition, the Regional Lead will support ongoing regional administration and training of existing tools. Act as an extension of the global Customer Engagement Management team to facilitate and coordinate regional and affiliate Customer Engagement deployment activities and coordinate ongoing regional change management to ensure processes, systems and tools are utilized as intended. Actively identify and gather regional input and business requirements to bring to the Customer Engagement Management team for discussion and implementation. Act as the expert for the CRM system in the region and partner with Regional Business Operations to ensure global, regional and affiliate processes are aligned where necessary, with the focus of end users in the region. Via guidance and ongoing partnership with Regional Business Operations, encourage region and affiliates to advance in Customer Engagement Excellence maturity and maximize the platforms and processes including Marketing, Field and Medical Affair Partner with Regional Business Operations to plan and locally implement a harmonized Customer Engagement roadmap Regional coordination of network of affiliate experts and super users for the Customer Engagement commercial processes. Partner with Regional Business Operations and CSL Behring functions (EE, BT, DT&ES, Compliance and other stakeholders) to optimize platform utilization (includes triages, requests, new data / updates) across the Customer Engagement ecosystem (CRM / MedComms / PromoMats / future solutions) Provide guidance to optimize regional Commercial capabilities by understanding global, regional and local requirements and leading ongoing change management and training as needed. Maximize value and quality of data, reporting, analytics via better collaboration with Regional Business Operations, affiliate experts and super users. Ensure high quality user experience by establishing a global C360 Engage change management and communication strategy. Use adult learning principles, along with a marketer's mindset, to plan and execute engaging multi-channel change management and training activities, aligned with the needs of the global user community.

Qualifications:

Bachelor's degree, advanced degree preferred

10 years of experience within commercial operations, or related area, minimum 5 years of professional experience in related field.

Requires pharma / biotech commercial experience and experience with commercial technology platforms, to enhance the utilization of Veeva and pull through global Commercial processes such as: marketing, multichannel marketing, sales, key account management and medical affairs.

Track record of complex project leadership and/or participation.

Regional environment experience preferred.

Knowledge in planning and executing commercial capabilities including marketing, sales, key account management and medical affairs.

An energetic, enthusiastic and collaborative cross-functional project leader who is experienced in commercial capabilities and technologies, ready to support NA and global users in getting the most out of a powerful platform.

CSL Behring LLC will provide equal employment opportunity for all persons without discrimination on the basis of membership in a legally protected class, including race, color, religion, national origin, gender, age, veteran status, or handicap/disability.

CSL Behring is committed to ensuring that diversity and inclusion are a part of our everyday business.

#LI-JG1

About Us

Our Benefits

We encourage you to make your well-being a priority. It's important and so are you. Learn more about how we care at CSL.

About CSL Behring

CSL Behring is a global leader in developing and delivering high-quality medicines that treat people with rare and serious diseases. Our treatments offer promise for people in more than 100 countries living with conditions in the immunology, hematology, cardiovascular and metabolic, respiratory, and transplant therapeutic areas. Learn more about CSL Behring .

We want CSL to reflect the world around us

As a global organisation with employees in 35+ countries, CSL embraces diversity, equity and inclusion. Learn more about Diversity, Equity & Inclusion at CSL.

Do work that matters at CSL Behring!