Regional Lead, Customer Engagement Excellence, NA

CSL Behring
King of Prussia, Pennsylvania
Sep 29, 2021
Pharm Country
Required Education
Bachelors Degree
Position Type
Full time

With operations in 35+ nations and ~27,000 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 one of the largest influenza vaccine companies 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

CSL Behring is investing in new Customer Engagement capabilities, including new processes and systems, that support enhanced customer interactions and engagement.  Regional optimization and harmonization of these capabilities is critical to the increased efficiency of our business.    

The Regional Lead, Customer Engagement Excellence, NA is responsible for regional coordination and support in enabling successful implementation, adoption and optimization of new processes, systems and tools related to customer engagement, including CRM, MedComms, PromoMats and future Commercial solutions. They will ensure harmonization across the affiliates within their region. In addition to NA regional responsibilities, this role is responsible for developing and executing a comprehensive communication and change management strategy in support of new and enhanced commercial processes, platforms, capabilities, and technologies, including C360 Engage.

Main Responsibilities:

Provide regional coordination and support in enabling successful implementation, adoption and optimization of new processes, systems and tools related to customer engagement, including CRM, MedComms, PromoMats and future Commercial solutions. In addition, the Regional Lead will support ongoing regional administration and training of existing tools. Act as an extension of the global Customer Engagement Management team to facilitate and coordinate regional and affiliate Customer Engagement deployment activities and coordinate ongoing regional change management to ensure processes, systems and tools are utilized as intended. Actively identify and gather regional input and business requirements to bring to the Customer Engagement Management team for discussion and implementation. Act as the expert for the CRM system in the region and partner with Regional Business Operations to ensure global, regional and affiliate processes are aligned where necessary, with the focus of end users in the region. Via guidance and ongoing partnership with Regional Business Operations, encourage region and affiliates to advance in Customer Engagement Excellence maturity and maximize the platforms and processes including Marketing, Field and Medical Affair Partner with Regional Business Operations to plan and locally implement a harmonized Customer Engagement roadmap Regional coordination of network of affiliate experts and super users for the Customer Engagement commercial processes. Partner with Regional Business Operations and CSL Behring functions (EE, BT, DT&ES, Compliance and other stakeholders) to optimize platform utilization (includes triages, requests, new data / updates) across the Customer Engagement ecosystem (CRM / MedComms / PromoMats / future solutions) Provide guidance to optimize regional Commercial capabilities by understanding global, regional and local requirements and leading ongoing change management and training as needed. Maximize value and quality of data, reporting, analytics via better collaboration with Regional Business Operations, affiliate experts and super users. Ensure high quality user experience by establishing a global C360 Engage change management and communication strategy. Use adult learning principles, along with a marketer’s mindset, to plan and execute engaging multi-channel change management and training activities, aligned with the needs of the global user community.


Bachelor’s degree, advanced degree preferred

10 years of experience within commercial operations, or related area, minimum 5 years of professional experience in related field.

Requires pharma / biotech commercial experience and experience with commercial technology platforms, to enhance the utilization of Veeva and pull through global Commercial processes such as: marketing, multichannel marketing, sales, key account management and medical affairs.

Track record of complex project leadership and/or participation.

Regional environment experience preferred.

Knowledge in planning and executing commercial capabilities including marketing, sales, key account management and medical affairs.  

An energetic, enthusiastic and collaborative cross-functional project leader who is experienced in commercial capabilities and technologies, ready to support NA and global users in getting the most out of a powerful platform.

CSL Behring LLC will provide equal employment opportunity for all persons without discrimination on the basis of membership in a legally protected class, including race, color, religion, national origin, gender, age, veteran status, or handicap/disability.

CSL Behring is committed to ensuring that diversity and inclusion are a part of our everyday business.