CustomerExcellenceLead

**Job Description Summary** #LI-Hybrid The Customer Excellence Lead acts as the execution engine for customer engagement success, ensuring launch readiness, high-quality content activation and precise omnichannel orchestration. The role governs and deploys execution excellence frameworks such as ICE, IpEx and IMEx to drive consistent standards across teams, while leading capability development to future-proof the organization and maximize customer engagement impact. **Job Description** ### Job Purpose Serve as the execution engine for customer engagement success by ensuring launch readiness processes are strategically planned, content is activated across channels and customer journeys are orchestrated with precision. The role oversees execution excellence frameworks such as ICE, IpEx and IMEx, and leads capability development across the organization to enable consistent, compliant and high-impact engagement. ### Major Accountabilities Content Activation & Channel Orchestration * Ensure content created by Therapeutic Areas, Value & Access, Communications, Patient Advocacy and Medical Affairs is activated and usable across field force and functional platforms (OnCore CRM). * Ensure customer journeys are validated, aligned with content usage and optimized for impact. * Provide omnichannel implementation guidance and channel upskilling including SFMC orchestration and iCVA usage. * Oversee tagging, FUSE uploads and MLR processes to ensure execution standards across Commercial, V&A and Medical teams. * Provide customer journey insights to continuously refine engagement. * Execute integrated customer journeys across CRM, SFMC and rep-triggered tools aligned with TA strategies. ICE Deployment & Orchestration * Orchestrate all ICE ways of working including workshops and handshake meetings at country level. Marketing Excellence & One Brand Plan Orchestration * Ensure One Brand Plan milestones are executed on time with clear metrics and governance. * Drive marketing excellenc