It-Customer Experience Business Manager Lazio (M/F/X) Lazio

It-Customer Experience Business Manager Lazio (M/F/X)
Roma
Lazio, Lazio

Select how often (in days) to receive an alert: Passion for Innovation. Compassion for Patients. With over 120 years of experience and more than 17, 000 employees in over 20 countries, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world. In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life. In Oncology, we strive to become a global pharma innovator with competitive advantage, creating novel therapies for people with cancer. Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries and Canada. We are seeking highly qualified candidates to fill the position: Customer Experience Business Manager Campania (m/f/x) Specialty Business Division (SBD) The Position: The CXBM coordinates all customer facing roles to deliver personalized and orchestrated customer experience within his/her geographic territory based on analytics insights and regional specificities. Key responsibilities: Regional business plan in line with strategy to improve customer experience and deliver business objectives in territory, and subsequent achievement of objectives Individual team development plan Customer Effort Score and NPS (at CX specialists team level) Sales target (at CX specialists team level) Activities: Coaches and leads CX specialists to: Create a personalized customer experience Use omnichannel approach and coordinate all touchpoints with the customer including agile marketing campaigns, symposia, visits, calls, etc. Use digital interaction channels in support of the omnichannel approach Use Advanced Analytics insights Feedback data to the Advanced Analytics team through various tools, including CRM Sets guardrails for CX specialists to guide them on their responsibilities to deliver personalized orchestrated customer experience. Arbitrates and makes corrective actions to CX specialists' suggestions when needed Ensures seamless collaboration between CX specialists, MSLs, market access to deliver the best customer experience Monitors performance of sales teams and its evolution over time in the context of market trends using dashboards Professional experience & Education: Distinct knowledge of local network, their decision-processes/structures Experience using data insights to make business decisions Experience leading a team in a commercial environment Ability to make decisions/arbitrage Strong mentoring and coaching skills Effective goal setting and planning skills Ability to deal with ambiguity Ability to create a problem-solving environment Strong influencing skills across the company Motivating, ability to build a sense of trust and rapport with team Role model of core behaviors and the new ways of working Curious Customer centric Why work with us? Working at Daiichi Sankyo is more than just a job – it is your chance to make a difference and change patients' lives for the better. We can only achieve this ambitious goal together. That is why we foster a culture of mutual respect and continuous learning, with a strong commitment to inclusion and diversity. Here, you will have the opportunity to grow, think boldly, and contribute your ideas. If you have a proactive mindset and passion for addressing the needs of patients, we eagerly await your application. J-18808-Ljbffr