Director, Customer Experience- Trauma

Responsibilities

• Lead the development and execution of the thought leader engagement strategy, including an integrated cross-functional plan for contacts and activities.
• Create a strategic framework and establish engagement governance (communication rhythm, stakeholder touchpoints, etc.) between the business and thought leaders.
• Lead and help shape the strategy developed with functional platform leaders across marketing, clinical affairs, medical affairs, regulatory, R&D and other corporate functions in support of DePuy Synthes strategic plans and business objectives.
• Identify, cultivate, and maintain professional relationships with health care professionals (HCPs) and define appropriate engagement activities.
• Develop and execute the commercial engagement plan and maintain relevant customer relationship management (CRM) tool.
• Support key opinion leaders (KOLs) by triaging and coordinating requests from across the organization.
• Partner cross-functionally to develop and execute aligned external engagement strategies across stakeholder groups.
• Provide leadership and insights to DePuy Synthes senior leaders to inform priorities, activities and thought leader engagements.
• In partnership with commercial leadership, develop national AMC strategy and translate into coordinated account execution
• Manages the Atlas toolkit and AMC Value proposition development and communication
• Manages field-based team that owns relationship with key stakeholders at priority AMCs, develop annual account engagement plans for AMCs, drive engagement by residents and fellows with our future leaders offerings, surface future target KOLs, and identifies future AMC engagement opportunities.
• Becomes the primary point of contact for AO North America, developing relationships with key leadership and driving change management within the relationship.
• This role may require 20-40% travel.

Qualifications

• A minimum of a Bachelor's degree is required
• A minimum of 10 years of relevant business experience is required
• Experience and success working with and interacting with health care professionals (HCPs) and key opinion leaders (KOLs) is required
• Ability to influence without authority and work with cross-functional teams in the development and delivery of brand strategic imperatives is required
• Demonstrated success of collaboration with critical internal and external stakeholders and substantial customer interface is required
• Track record of driving necessary strategic change to meet changing business needs is required
• Understands business processes, high negotiation skills and has passion to achieve sustained, superior results are required
• Strong background of regional execution, developing marketing capabilities including market insights, understanding KOL development and regulatory environment is highly preferred
• Experience successfully managing in a matrix environment is required