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Descripción del trabajo

The Customer Care & Business Analytics Director SEC ensures best-in-class commercial business insights, data automation, digital evolution, customer care excellence, field force effectiveness, pricing, market research, and overall commercial operations across the cluster.

As a senior member of the South European Cluster (SEC) Leadership Team, this role collaborates closely with market leadership teams and key stakeholders to translate strategy into action, driving business performance and enhancing customer experience.

The position oversees all customer care and business analytics activities in the cluster, implementing complex projects, allocating resources, setting priorities, and ensuring alignment across key areas, including pricing, business analytics, field force effectiveness, customer service, market research, corporate accounts, and commercial operations.

The role reports to the SVP of the cluster and works closely with General Managers and Business Unit Directors, particularly during organizational changes, product launches, marketing campaigns, new commercial initiatives, and ensuring alignment with commercial policies.

This is a leader-of-leaders role, requiring strategic vision, innovation, analytical and strong execution skills to inspire change and excellence.

Key Responsibilities :

1. Data-Driven Decision Making: Leverages multiple data sources to develop business insights, enhance data quality, and refine commercial strategies.
2. Pricing Strategy: Defines and implements pricing policies aligned with company guidance, optimizing price elasticity and product lifecycle management.
3. Digital & AI Integration: Leads the adoption of AI, machine learning, and digital tools to enhance customer care, business analytics, and omnichannel engagement.
4. Market Insights & Research: Ensures robust market research, customer segmentation, and targeting strategies aligned with business priorities.
5. Process Optimization: Simplifies and integrates databases and dashboards to monitor key business metrics and drive efficiency.
6. Customer-Centric Approach: Embeds customer care excellence into all marketing and commercial plans, enhancing digital communication (B2B, B2C) and e-commerce strategies.
7. Sustainability Alignment: Develops initiatives that align customer care and business analytics with the company's sustainability goals.
8. Commercial Policy Compliance: Ensures commercial strategies and execution align with corporate policies and business objectives.

Leadership & Stakeholder Management

1. Partners with internal stakeholders, fostering a culture of collaboration and commercial success.
2. Represents the SEC agenda in internal and external forums, including global commercial operations.
3. Drives change management, supporting leaders through business transformations.
4. Provides strategic counsel to the SVP and cluster leadership based on data insights and industry trends.
5. Leads a team of ~35 colleagues, including its reports across the cluster.
6. Coaches, develops, and inspires team members, ensuring a high-performance culture.
7. Uses talent planning and performance management to attract, retain, and develop top talent.
8. Instills an entrepreneurial and innovative mindset, recognizing and rewarding contributions.
9. Ensures adherence to Zoetis’ core values, leadership behaviors, Code of Conduct, and DE&I principles.

Qualifications & Experience :

1. Bachelor’s degree in business, finance, sales, veterinary science, or a related field (MBA preferred).
2. 10+ years of experience managing large teams and complex business environments.
3. Fluency in English and at least one other language from the SEC region is preferred.
4. Expertise in sales, customer-centric strategies, and data analytics.
5. Proficiency in business intelligence tools (Tableau, Power BI) and CRM platforms.
6. Strong leadership, change management, and stakeholder engagement skills.

Location & Travel :

Based in SEC, preferably Madrid; team members are distributed across the cluster. Requires travel and experience managing remote / hybrid teams.