Director, U.S. Marketing (Customer Experience)

CSL Behring
Summit, New Jersey
Sep 05, 2020
Required Education
Masters Degree/MBA
Position Type
Full time
About CSL

With operations in 35+ nations and ~ 22,000 employees worldwide, CSL is driven to develop and deliver a broad range of lifesaving therapies to treat disorders such as hemophilia and primary immune deficiencies, and vaccines to prevent influenza. Our therapies are also used in cardiac surgery, organ transplantation and burn treatment.

CSL is the parent company of CSL Behring and Seqirus. CSL Behring is a global leader in the protein biotherapeutics industry, focused on bringing to market biotherapies used to treat serious and often rare conditions. CSL Behring operates CSL Plasma , one of the world's largest collectors of human plasma, which is used to create CSL's therapies. Seqirus is the second largest influenza vaccine company in the world and is a transcontinental partner in pandemic preparedness and a major contributor to the prevention and control of influenza globally.

We invite you to take a look at the many career possibilities available around the globe and consider building your promising future at CSL by becoming a member of our team!

Job Description

Job Summary:

The Director of Customer Experience (CX) oversees, develops and implements the organization's customer experience strategy, implementation roadmap and brand.
  • Strategy: Provides oversight and orchestrates across multiple cross-functional stakeholders to build and continuously optimize a best-in-class experience Seqirus delivers to its customers. Applies logic and creativity to craft learning and research plans to assess customer mindset. Drives the CX strategy across all functions and ensures customer-centric approach is applied across all stakeholder groups. Spearheads CX steering committee engagement to ensure alignment. Is the internal champion of CX across the enterprise.
  • Implementation roadmap: Collaborates with agency partners to develop customer journeys to identify pain points to determine new and appropriate CX programs. Works with sales, customer operations, commercial IT and other stakeholders to bring strategies and journeys to life.
  • Brand: Is a champion and steward for the newly-crafted CX brand. Collaborates with agency partners, direct reports and key stakeholders to advance the brand applying fundamentals to multiple communication touchpoints and provide business and immunization solutions along the customer journey. Evangelizes the vision for the brand within the organization and rallies cross-functionals behind that vision.

Major Accountabilities:
  • Develops and implements marketing strategy and plans for Seqirus CX across multiple customer types, ranging from independent clinicians and their staff and hospital systems to retail and wholesaler and distributors, in collaboration with sales, commercial operations, commercial IT, market access, and other cross-functional teams
  • In partnership with commercial IT, sales and commercial operations, will help driv e the eConnectivity strategy and execution for the business
  • Leads the development of research and learning plans to uncover customer pain points and insights.
  • Leads the definition of commercial strategies for brand development and life cycle management, with input from internal and external partners and customers
  • Participates in key sales and marketing projects and presents at key sales meetings
  • Leads communication plans to bring customer learnings to life
  • Leads the development/evolution of the positioning, narrative, messaging, etc for the CX Business and immunization brand Flu360
  • Creates customer-facing material to communicate the brand, overseeing content development and execution by channel, with output ranging from field sales talking points, call scripts, sales promotion and digital content.
  • Monitors and measures the progression of the Customer Experience. Develops and defines desired outcomes for customer feedback and other success measures.

Minimum Requirements:
  • Bachelors' degree in business/marketing, life sciences or healthcare discipline; MBA or other graduate degree preferred
  • 10+ years' sales and marketing experience in pharmaceutical/ biotech industry preferred, or business with significant seasonal cycles (e.g. flu vaccine season)
  • Experience in launching new and innovative service offering which will complement Seqirus' product portfolio
  • Experience/knowledge of Commercial IT and/or e-commerce preferred
  • Experience leading and managing teams by direct management and/or influence management