cEDGE- Customer Engagement & DiGital Excellence Lead [Spain & Canada] (Director level) cEDGE -L[...]

Organon recently announced the formation of the Digital & Commercial Strategy (DCS) organization with the mission to power Organon’s growth through innovative, global commercial strategies combined with next generation digital capabilities.

The Customer Engagement & Digital Excellence (cEDGE) team, within DCS, is accountable for uniting local and enterprise customer engagement strategy, technology and execution. cEDGE delivers fit-for-market customer engagement services and innovative solutions to local and enterprise brand teams, enhancing engagement ROI for all external stakeholders, including HCPs, payers, consumers, and others. The team is comprised of the strategy and technology teams that drive our Healthcare Professional (HCP) and Healthcare Consumers (HCC) Value Teams, the centralized Commercial Hub and cEDGE Market leaders covering all 14 of Organon’s market entities across 58 countries.

The position

The Customer Engagement & Digital Excellence Lead (Spain & Canada) is a critical member of the cEDGE organization. This individual will serve as a single point of accountability in the market(s) for execution, integration, adoption, and business value measurement of customer engagement and digital capabilities. In addition to tailoring global solutions to meet market needs, they will drive value-generating market innovations / experimentations in partnership with global cEDGE and other teams (e.g. Artificial Intelligence and Automation, Data & Analytics). This individual should have an entrepreneurial, innovative and “scrappy” mindset. They should be a problem solver with the ability to both define and drive market-relevant customer engagement strategies that employ appropriate digital technology leveraging a multi-channel, customer centric approach.

Additionally, they should be skilled at building partnerships with internal and external stakeholders to deliver business value. This position will act as connector between global teams and markets. The individual will work, in full partnership with market Commercial Leadership Team(s), to ensure alignment with local strategic imperatives, and with the global DCS team to deploy and adopt the market-relevant central capabilities from the Customer & Consumer Engagement Value Teams, Commercial Hub, Data & Analytics, Artificial Intelligence (AI) & Business Technology Services (BTS) teams.

Responsibilities

• Champion global capabilities and support markets in unlocking value to meet their local priorities. Align with local market teams on the ‘art of the possible’ with global DCS service offerings (HCP / HCC Value Teams, Commercial Hub, D&A, AI etc). Align local customer engagement strategies with market priorities and growth drivers, ensuring the activation of appropriate global capabilities. Translate agreed strategy into market technology roadmap with actionable implementation plan. Drive the deployment and sustained adoption of customer engagement capabilities into markets, acting as market advisor and local leader of the in-market deployment. Partner with delivery teams to align on scope, timeline, change support, and ensure implementation success and sustained adoption with benefits clearly aligned and measured.
• Demand Management : Partner with local stakeholders to drive an effective technology / digital demand intake process, ensuring new locally-initiated demands for DCS (Customer Engagement, D&A, AI, BTS) are assessed for relevancy, well-defined and documented, and tied to measurable outcomes (business or compliance impact).
• Manage and prioritize the implementation of global customer engagement projects. Assess global projects as part of agreed market roadmap and local strategy; determine relevancy (including impact, risk and investment required) and align both global & local stakeholders on prioritization, timeline, business value and implementation approach.
• Act as a Change Catalyst to showcase benefits of global capabilities and value-generating local innovations. Demonstrate the business impacts and clear value realization. As a leader in the Digital & Commercial Strategy (DCS) community, ensure regular reporting of key market activities and results, and active participation in relevant forums to ensure sync-up with Organon global strategies (Commercial, Franchise, Customer Engagement, Digital, D&A, BT Services, AI) and support rapid and effective market best practice sharing.
• Support shaping the measurement of success KPIs and gain alignment with market stakeholders. Monitor and maximize adoption of capabilities in local markets. Identify constraints preventing adoption and value realization, implement resolutions together with relevant stakeholders.
• Drive Data & Analytics pull-through in local market. Work closely with DCS D&A team for capabilities implementation and with market stakeholders to remove barriers of adoption and identify valuable improvements.
• Drive Artificial Intelligence pull-through via market education, demand management and governance working closely with AI global capabilities team and council.
• Drive value-generating, prioritized market innovations / experimentations in partnership with global cEDGE and other teams (including Artificial Intelligence and Automation) to deliver commercial efficiency and customer engagement improvement. Supporting the ideation, implementation, adoption and best practice sharing to facilitate scale up where relevant.
• Drive, govern and maintain critical Commercial local applications ecosystem to ensure integration with Organon platform solutions, compliance with regulations and provide audit support. As required, manage vendor relationships to support these applications.
• Serve as point of escalation for local team on DCS-related technology or services issues that impact service levels, and provide ‘post-live’ support for DCS capabilities delivered by Value Teams and Business Technology Services. For other technology needs (eg desk side support), create the pathways necessary to connect with relevant teams to resolve issues including education of local market stakeholders on the appropriate escalation steps.

Required Education, Experience and Skills

• 10+ years of experience in digital capabilities and technology; partnering with business leadership teams in developing, adopting and executing digital strategy to enable business outcomes.
• Strong digital and technology skills to support the deployment of large scale or enterprise-level programs, with hands on experience in full project cycle including business requirements gathering, deployment, adoption and value measurement.
• Cross-functional strategic problem solver with proven track record in driving Commercial strategies and Customer Engagement growth, with particular focus on life sciences. Effective at working across organizational boundaries.
• Strong consultative interpersonal and stakeholder engagement skills. Extensive experience in engaging and influencing senior stakeholders to drive strategic decisions and supporting teams through extensive change management.
• Strong capabilities in leveraging data and analytics to support decision-making and prioritization based on business value.
• Knowledge of latest HCP / HCC engagement trends and industry best practices. Strong process and technology knowledge in digital marketing capabilities including marketing automation tools, social marketing tools, marketing analytics, field force engagement tools (e.g. CRM, Event management). Up to date on AI technology and its application in the Customer Engagement area.
• Business & financial acumen, with good understanding of pharma evolving landscape. Ability to translate business needs into process and technology solutions, strong understanding on financial impact of decisions and alignment of strategic business goals.
• Good experience in Project Management with strong track record of success in project planning, budget, and risk management
• Fluency in English and Spanish is required; proficiency in another language of the relevant market(s) is a plus (e.g. French).