(Senior Director) Customer Engagement Lead

: Site Name: Field Worker - USA Posted Date: Jan 12 2024

(Senior Director) Customer Engagement Lead

Location: Field Worker

GSK is becoming a more customer-centric organization while bringing an enterprise mindset to our ways of working. The US healthcare ecosystem is ever changing so must GSK in terms of how we best work with customers amidst continued consolidation in the industry. The next important step on this journey is upon us. We're establishing a team that will explore how we can apply the power of our portfolio to creating stronger and more effective relationships with key organized providers / customers. An Organized Provider Account Strategy team is being stood up to test and learn then later scale a customer-centric engagement model that delivers solutions to sophisticated systems.

The Customer Engagement Lead (CEL) will lead a team of Organized Provider Account Leads as a player/coach. This team will collectively own and is accountable for the GSK Commercial Strategic account plan as a deliverable, with a focus on above brand and cross-portfolio opportunities. The CEL will cultivate relationships among C-suite and population-based decision makers (PBDMs) and execute strategies that drive brand growth and improve healthcare for the key accounts. Internally to GSK the CEL will routinely interact and collaborate with cross-functional stakeholders to improve engagement in the accounts. S/he will coordinate with Medical Account Leads to deliver a cross-functional account plan that encompasses both commercial and medical objectives in a compliant manner. Additionally, the CEL will work with the Account Based Solutions Team to develop a customer needs assessment, identify, and deliver commercial value propositions while bringing voice of customer into GSK to build strategies, including contract and resources.

Responsibilities :

• Direct and manage the team while representing the Organized Provider Accounts Strategy function as a member of the leadership team.
• Collaborate with direct reports at the account level.
• Works in tandem with Account Based Solutions Head to share learnings and develop solutions.
• Owns the co-creation of solutions with customers.
• Establish and grow trust-based relationships with external stakeholders to generate revenue through genuine partnerships within GSK's largest and most complex customers.
• Assume the leadership role within assigned accounts, providing overall account leadership to cross-functional team members.
• Develop a thorough understanding of the customer's business drivers and priorities as well as their challenges and opportunities. Maintain a working knowledge of the customer's business model, strategic goals and objectives, and financial levers to identify/qualify high value opportunities (cross and above brand) within their accounts.
• The CEL is responsible for pull through of the account plan while functioning as the central focal point for communications regarding account planning, strategy, collaboration, resource allocation and customer engagement.
• Organize and deploy the appropriate resources within GSK to drive value co-creation with customers.
• Accountable for the development of strategic engagement opportunities with KOLs within assigned accounts.
• Demonstrates leadership with local field teams, cross-functional partners, and internal leadership.
• Gathers insights from aligned accounts and serves as a rapid conduit of information back to the broader organization
• Collaborates with Marketing on key initiatives and demonstrates the ability to execute marketing plans across GSK's product portfolio.
• Establish & monitor KPIs on relationship health & system of care engagement and participates in regular business reviews.

Why You?

Basic Qualifications:

• BS/BA
• Minimum 7 years of pharmaceutical or biopharmaceutical experience
• Minimum 3 years of People Management Experience
• Minimum 5 years Account management experience

Preferred Qualifications:

• MBA
• Strongly desired at least 2 years of experience in Oncology and/or Specialty and or Vaccines
• Broad understanding of health system business, decision making processes & market trends with a proven track record of accessing C-suite to D-suite decision makers
• Technical knowledge of health care reimbursement from a patient and provider perspective
• Experience with regional and national payers
• Experience developing strategic plans with internal stakeholders utilizing health system market data and knowledge
• Experience working within framework of patient privacy laws including HIPAA and similar state laws
• Demonstrated ability to identify issues quickly and develop recommendations to resolve in a timely, compliant manner
• Presentation skills: Ability to convey ideas clearly and succinctly to groups and/or individuals
• Self-directed and organized with the ability to adapt and change in a shifting environment
• Location: This is a field-based position. The percentage of travel will be determined by client (or customer, etc.) location in relation to the geographic location of the successful candidate.

Please visit GSK US Benefits Summary to learn more about the comprehensive benefits program GSK offers US employees.

Why Us?

GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organization where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive. We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy. We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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