Manager, CX Strategy & Execution

Date: Mar 30, 2023

Department: Marketing & Business Development

Job Type: Direct Employee

Team: Mktg, Market Access, Bus. Excellence & Med. Affair

Contract Type: Permanent

Location:

Cary, NC, US

About us

Based in Parma, Italy, Chiesi is an international research-focused pharmaceuticals and healthcare group with over 85 years’ experience, operating in 30 countries with more than 6,000 employees (Chiesi Group). To achieve its mission of improving people’s quality of life by acting responsibly towards society and the environment, the Group research, develops and markets innovative drugs in its three therapeutic areas: AIR (products and services that promote respiration, from new-born to adult populations), RARE (treatment for patients with rare and ultra-rare diseases) and CARE (products and services that support special care and consumer-facing self-care).
We are proud to be the largest global pharmaceutical group to be awarded B Corp Certification, a recognition of high social and environmental standards. We are a reliable company that adopts and promotes transparent ethical behavior at all levels.
We are committed to embrace diversity, inclusion and equal opportunities. In fact, we are a global family made up of different cultures, different genders, generations, ethnicities, abilities, sexual identities and many other enriching diversities.

Chiesi USA

Chiesi USA is a specialty pharmaceutical company focused on developing and promoting products for the hospital, adjacent specialty and rare disease markets. We are a B Corp™ and Benefit company awarded Top Employer status for six consecutive years and certified as a Great Place to Work.
At Chiesi, we share an entrepreneurial spirit and act as a force for good, pursuing high social and environmental standards, to ensure the wellbeing of our people, patients, and communities. We offer a work environment where professionals have the opportunity to build a purposeful career focused on helping others while achieving a fulfilling work-life balance, meeting exciting challenges, and engaging in important and rewarding work.

What we offer

Chiesi offers competitive benefits, services, and programs that enrich the personal and professional lives of our employees. Our shared values of passion, innovation, trust and integrity bring out the individual talents and diverse perspectives of each of our colleagues. Our environment encourages each individual to reach his or her full potential and drive outstanding results. We celebrate that “Every one of us is different. Every one of us is Chiesi."

Purpose

By working across the enterprise model to build CX and omnichannel capabilities that bring the customer and patient deeper into our decision-making processes and actions, driving insight-led customer-focused business strategies.

Main Responsibilities

CX Operationalization: Build and manage the development of successful CX governance practices to improve the consistency of customer-centric execution based on VoC, defining operational standards, and monitoring of customer impact; Enable cross-functional coordination of huddles, follow-ups, and visibility for the CX program outcomes by way of best practice sharing and adoption.
Innovation/Process Improvement: Work cross-functionally to uncover the areas of opportunity to streamline ways of working, process, and experience to ultimately deliver business efficiency and connected capabilities around the needs of the customer (Commercial, Sales, Medical, IT, Data & Analytics, Agile operating practices, digital marketing, content strategy, and marketing technologies).
Customer Programs: Supports all action plans centered around CX initiatives and omnichannel strategy that deliver a competitive advantage to meets customer needs based on design thinking and co-innovation methodologies. May include journey mapping, persona strategy, survey design, business case development for new capabilities, etc.
Communication: Champion customer mindset within our organization increasing awareness and adoption; content creation of CX practices and principles for distribution to both internal and external stakeholders.
Professional Development & Training: Continue to expand on knowledge and skills as it relates to management, customer experience, and digital capability strategies.

Experience Required

Experience in commercial pharmaceutical or with an innovative Healthcare-related organization.
At least 4-6 years of experience with increasing responsibilities in customer experience, data-driven marketing, CRM and systems, and digital engagement platforms.
Ability to make good judgments and profitable business decisions. Understanding how business operations are related to meeting customer needs
Project/Portfolio Management and/or Continuous Process Improvement experience, and Change Management required.
Strong ability to build cross-functional buy-in through designing pitches and strategic recommendations for broader understanding.

Education

• Bachelors Degree from a four-year accredited university, MBA preferred

Chiesi USA is an equal opportunity employer committed to hiring a diverse work force at all levels of our business. All qualified applicants receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression or any other basis protected by local, state or federal law. This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.