Head of Commercial Excellence

The CX & Marketing Head plays a pivotal leadership role in shaping the company’s marketing strategies and customer experience (CX) across its therapeutic portfolio. This position is responsible for developing marketing strategies that align with business objectives while ensuring that every customer touchpoint—whether with healthcare professionals (HCPs), patients, or stakeholders—delivers a consistent, positive, and valuable experience.

Effective collaboration with internal teams—such as the field force/customer engagement team, medical, regulatory, and market access—is essential for ensuring compliance and maintaining high ethical standards in marketing efforts. This collaboration enhances the customer journey and is crucial for driving both product success and a customer-first approach in the pharmaceutical market.

Key Accountabilities:

• Strategic Leadership in CX and Marketing

• Therapeutic Area Marketing Strategy: Develop and lead comprehensive marketing strategies for specific therapeutic areas, integrating CX principles to ensure marketing efforts enhance customer engagement and satisfaction. Strategies should align with broader business goals and market needs.
• Lifecycle and CX Management: Oversee marketing throughout the product lifecycle, ensuring all marketing activities improve the customer experience across channels. Focus on patient and HCP engagement to strengthen brand loyalty and product success.
• Growth and Innovation through CX Integration: Leverage insights from customer feedback and market trends to identify opportunities for growth. Develop strategies that prioritize customer experience as a key differentiator in the market.

• Cross-Functional Collaboration with CX Focus

• Internal Leadership and CX Alignment: Lead the marketing team and work closely with customer engagement, medical, regulatory, and market access teams to ensure that marketing strategies and customer experiences are consistent, compliant, and aligned with the company’s values.
• External Stakeholder Engagement with CX in Mind: Develop and maintain strong partnerships with key opinion leaders (KOLs), healthcare professionals, and patient advocacy groups. Ensure that all marketing initiatives reflect the needs of stakeholders and provide meaningful value.

• CX-Centric Marketing and Digital Innovation

• Customer Engagement Programs: Create and implement customer engagement programs that deliver value and enhance the experience of HCPs and patients. These programs should be tailored to their needs, focusing on both educational and supportive interactions.
• Omnichannel Marketing and CX Integration: Oversee the execution of omnichannel marketing strategies that deliver a consistent and seamless experience across digital and traditional channels. Use CRM tools and analytics to track engagement and continuously refine the customer experience.
• Customer Insights and Feedback: Use customer feedback and data insights to refine marketing strategies. Ensure that HCPs and patients' needs are integrated into decision-making processes, improving the overall experience at every stage of the product lifecycle.

• Ethical Branding, Promotion, and CX Excellence

• Brand Development with CX Focus: Build and execute brand strategies that position the company as a trusted partner in healthcare, emphasising the importance of customer experience in all marketing and communication efforts.
• Regulatory and CX Alignment: Ensure that all customer-facing programs and marketing initiatives comply with local and international healthcare regulations while promoting a positive and ethically sound customer experience.
• Market Awareness and Competitive Differentiation through CX: Continuously monitor competitor activities and market trends to ensure the company's therapeutic products stand out for their superior customer experience, alongside clinical excellence.

• Financial and Performance Accountability

• Measuring CX Impact: Implement metrics to evaluate the success of CX and marketing initiatives. Use non-commercial KPIs such as stakeholder satisfaction, engagement quality, and patient outcomes to measure the effectiveness of customer experience programs.
• Budget Management with CX Prioritization: Allocate resources to initiatives that enhance both business performance and customer experience. Ensure that all marketing efforts are optimized for return on investment (ROI) while delivering value to stakeholders.

• Regulatory, Compliance & Code of Conduct

• Compliance Adherence: Ensure all customer engagement activities adhere to regulatory guidelines, including compliance with healthcare laws, data privacy regulations, and industry standards
• Ethical Standards: Maintain the highest ethical standards in all interactions with healthcare professionals and other stakeholders.
• All job duties should be performed in accordance with the relevant legislation, in particular the regulations on the presentation and advertising of medicines, the safety of medicines, adverse reaction reporting, as well as his/her employment contract, job description and other instructions of the employer (Chiesi Group Guidelines on Ethics and Compliance, the Joint Code of Ethics of the Hungarian Pharmaceutical Manufacturers, Chiesi Kft. Code of Conduct). Employee is responsible for the professional performance of work tasks, the accuracy of data and the respect of deadlines.
• Employee represents the employer's economic interests to external partners and is obliged to keep business secrets disclosed to them in the course of their work, to comply with fire safety, environmental protection, health and safety regulations and to cooperate with their colleagues.

1.2. Candidate profile

Education:                    Bachelor’s degree in Marketing, Business, Life Sciences, or a related field

(Advanced degrees or an MBA is preferred.

Languages:                  Proficiency in Hungarian & English

Professional experiences:

• 5+ years of experience in marketing within the pharmaceutical or healthcare industry, with a focus on product awareness, brand management, and customer experience initiatives.
• Proven experience in leading marketing teams and developing customer-centric strategies that align with regulatory and ethical guidelines.
• Strong understanding of the pharmaceutical market in Hungary and Europe, with experience leading omnichannel marketing initiatives that enhance customer engagement..

Qualifications

• Strategic Vision: Proven ability to create long-term marketing strategies incorporating customer experience as a core element of business success. Ensure that every marketing activity aligns with improving stakeholder engagement.
• Leadership Excellence: Strong leadership skills to inspire and guide marketing teams, ensuring cross-functional collaboration to achieve marketing goals and superior customer experience.
• Customer Insights and Analytical Skills: Proficiency in analysing customer feedback and data to guide marketing decisions. Focus on refining the customer journey based on insights from HCPs and field force.
• Innovative Thinking in CX Integration: Ability to lead innovative, customer-centric marketing programs that leverage digital and omnichannel approaches to enhance the customer experience.
• Ethical Relationship Management: Skilled in building trust-based relationships with healthcare professionals, KOLs, and patient advocacy groups by delivering valuable, ethical marketing initiatives.
• Regulatory and Compliance Expertise: In-depth understanding of pharmaceutical regulations, ensuring that all CX and marketing initiatives comply with industry standards and healthcare laws.

Other professional competencies:

• Proficient in CRM tools and MS Office.
• Experienced in managing key performance indicators (KPIs) related to customer engagement, satisfaction, and healthcare outcomes.
• Skilled in budget management and resource allocation, ensuring all activities align with business goals while prioritizing customer experience.