Director, Customer Excellence

Job Description

Job Description

Description:

The Director, Customer Excellence is responsible for designing, optimizing, and scaling the Commercial System within the NewAge Way Organizational Excellence framework, with the overarching goal of optimizing the customer experience (to be eventually measured by the Net Promoter Score (NPS). With a deep focus on sales process excellence, operational discipline, and efficiency, this leader ensures the field team can execute effectively and compliantly. This role owns the design, governance, and continuous improvement of sales processes, CRM usage, reporting infrastructure, and field enablement, while working cross-functionally to eliminate friction, streamline workflows, and drive consistent execution across the commercial organization. This role partners closely with Product Management, Finance, and Organization Excellence to ensure Gross Margin standards and governance.

*** This is an onsite position based in Southampton, PA (Bucks County). Full-time, in-person attendance is required for approximately the first year. After that time, this position may be eligible for a hybrid work schedule, subject to business and departmental needs. ***

Sales Process Design, Governance & Optimization (Primary Focus): 

• Design and maintain a standardized, compliant, end-to-end sales process aligned with the Commercial System, NewAge Way principles, and the pharmaceutical promotion model, including call planning, HCP engagement, sampling, and data capture.
• Identify inefficiencies, bottlenecks, and variation in field execution; implement process improvements through automation, simplification, and standard work. 
• Establish and enforce clear process governance, documentation, and SOPs to ensure repeatability and cross-team alignment aligned to enterprise NewAge Way framework and governance structures. 
• Drive adoption of best-practice methodologies across call activity, targeting, precall planning, post-call follow-up, and account planning. 
• Partner with Marketing, Market Access, and Compliance to ensure processes remain accurate, compliant, and aligned to organizational strategy. 

Operational Efficiency & Scalability: 

• Lead commercial workflow optimization to reduce administrative burden on field teams and maximize selling time. 
• Implement operational frameworks that support company growth in alignment with NewAge Way framework, additional product launches, and changes in field structure. 
• Work with cross-functional stakeholders to streamline bottlenecks across sampling programs, HCP engagement workflows, CRM data flows, speaker programs, roster management, and territory updates. 
• Develop metrics and process audits to measure operational efficiency and drive continuous improvement. 

CRM & Technology Enablement: 

• Serve as the business owner for the CRM platform (e.g., HubSpot, SalesForce), ensuring it enables efficient, intuitive, and compliant field execution. 
• Oversee CRM configuration, integrations, and user experience enhancements to eliminate friction and improve productivity.
• Build automation into commercial workflows (e.g., call planning, next-best actions, roster and territory updates, reporting refreshes). 

Commercial Data, Reporting & Analysis: 

• Ensure field teams and leadership have real-time visibility into performance, activity, targeting, promotional response, and territory insights. Standardize dashboards, KPIs, and reporting alignment with enterprise KPI definitions, governance cadence, and reporting standards set by OE across national, regional, and territory levels, supporting a consistent operational rhythm.
• Partner with IT/Analytics to maintain clean, accurate data flows. 

Forecasting & Performance Management:

• Drive forecasting improvement processes in partnership with Finance and Commercial leadership. 
• Analyze pipeline dynamics, leading indicators, and field activity trends to inform operational and strategic decisions. 
• Maintain rigorous cadence around performance reviews, QBRs, process audits, and goal tracking. 

Sales Compensation & Incentives

• Assists Finance to ensure compensation plans reinforce process excellence and compliant execution. 
• Assists Finance to streamline commission processes and ensure transparency, accuracy, and timely delivery of payouts. 

Requirements:

Required:

• 8+ years in Sales Operations or Commercial Operations in life sciences, ideally representing companies that sell products into the biopharmaceutical manufacturing space.
• Proven track record designing and improving sales processes in a regulated commercial environment. 
• Strong knowledge of CRM platforms (e.g., HubSpot, SalesForce) and field productivity tools. 
• Experience developing SOPs, governance frameworks, and operational documentation. 
• Strong analytical skills and familiarity with pharma data (IQVIA, claims data, specialty distribution). 
• Ability to lead cross-functional initiatives and manage complex workflow optimization projects. 
• Full-time, onsite, based at our Southampton, PA facility

Preferred: 

• Experience in mid-sized or scaling pharma organizations (150–500 employees). 
• Background in multiple therapeutic areas or specialty/rare disease commercial models. 
• Experience supporting product launches. 
• MBA or advanced degree.