Head of Customer Operations

at Kyowa Kirin International plc

Hybrid at any office in Marlow (UK), Galashiels (Scotland), Paris, Dusseldorf, Milan or Madrid

WE PUSH THE BOUNDARIES OF MEDICINE.

LEAPING FORWARD TO MAKE PEOPLE SMILE

At Kyowa Kirin International (KKI), our purpose is to make people smile. This means more than drug discovery and development; it is about embedding care into everything we do to make a difference every day for those that need it most. We’re an inclusive pharmaceutical company that takes time to understand what really matters to our patients, their families, and their healthcare professionals, helping our people to take bold actions that deliver life-changing solutions sooner. Our culture is rooted in our values: Teamwork, Commitment to Life, Innovation, and Integrity. They help us to push boundaries to deliver extraordinary impact and make KKI a brilliant place to work.

Job Purpose:

You will oversee the direction of the CRM, Insights & Analytics Field Excellence and Omnichannel teams to optimise the end-to-end customer and patient journey to drive business growth. The position will work closely with senior leadership, regional franchise, and local field and head office leaders to design and deliver continuous improvement of KKI’s customer engagement model, including operating model design, capability building and operational excellence to drive meaningful patient outcomes.

Key Responsibilities:

• Defines the commercial operations strategy and develops a roadmap aligned to organisational priorities and regional objectives
• Responsible for ongoing review of field force model and sizing across the region, including implications of new launches on field force structure and go-to-market model
• Leads and manages a team of specialised individuals responsible for CRM capabilities that drive engagement across all customer touchpoints
• Leads the Insights & Analytics function to deliver analytical and reporting capabilities
• Accountable for KKI’s approach to Customer Experience and Patient Experience across EMEA
• Proactively engages local and global teams to iteratively improve the commercial operating model
• In the case of launches of new products or indications, the role would be accountable for the iteration of the customer engagement model across both field and head office
• Provides external benchmarks for the commercial business to leadership, and recommends mitigating programmes or actions based on insight and findings from external insight
• Facilitates best practice sharing and key insight across the commercial business, based on case studies and lessons learned (e.g. from Market Research)

Position Requirements:

• Experience of developing and delivering Commercial Operations or Customer Excellence Strategy at or above national level
• Deep knowledge in how CRM, Analytics, Field Excellence and Omnichannel strategies contribute to customer engagement
• Significant experience in pharmaceutical sales leadership, or management of commercial or medical teams in leadership roles
• Experience influencing, managing, and leading cross-functional teams
• Excellent direct and indirect people management skills
• Knowledge of relevant therapeutic areas (Haematology, Oncology or Rare Disease experience beneficial)
• Experience leading segmentation and targeting, incentive compensation planning, territory planning, key account/call planning etc
• Digital expertise, leadership, and mindset
• Working knowledge of Project Management principles and ability to practice these in matrix organisations

Kyowa Kirin International is an equal opportunities employer.

No agencies please.