Global Head, Customer Excellence & Operations - Biosimilars BU

  • Baar, Switzerland
  • Full-time
  • Department: Commercial
  • Region: EU+/Canada

Company Description

The Global Head, Customer Excellence and Operations is a member of the Business Unit leadership team reporting to the Head of Biogen’s Biosimilars Unit. Having a transversal impact across brands, functions, regions, and Commercial alliance, the incumbent informs the region/affiliate and brand /business unit strategies, focuses focusing its effort on ways to optimize Biogen engagement model with its customers and ‘go-to-market’ by:

1.        Collecting/acting on customer & market data and insights

2.        Driving/Optimizing excellence of go to market model

3.        Driving Field Force Excellence and Global Learning

4.        Acting as catalyst of overall affiliate excellence and innovation

5.        Managing relations with stakeholders such as regional/global functions and

to coordinate/implement strategic programs

Job Description

Field Force Effectiveness - Leads Global FFE activities including but not limited to: CRM capabilities, FF sizing, structuring, targeting, segmentation, Incentive Compensation planning, Performance Analytics, Strategic Account Planning and dashboards. Accountable for defining with Regional Commercial Heads and Affiliate FFEs.  Ensures implementation of a Global Learning platform for Biogen Biosimilars, inclusive of training asset development, commercial up-skilling, training delivery/coaching, and new employee onboarding (NEO) in alignment with Biogen Global Learning. 

Customer & Market Insight - Leads Global CMI function for Biogen Biosimilars across all therapeutic areas, leveraging primary and secondary data, among market research, competitive intelligence, forecasting & analytics and performance narrative, to provide insights and analytics to support local brand teams and affiliate leadership with critical decision making and strategy. Translates data/insights into short/mid-term forecasting of business performance/expectations. Responsible for leading business reviews/country deep dives for the business unit.  Ensures accurate demand forecasting and represents BBU in S&OP.

Global Data and Analytics (D&A) - Leads the management of local customer and market data (acquire, store, deliver), including quality and governance of the data, and leverage such data to meet related internal/external reporting requirements and provide strategic insights in partnership with other analytics. Manages the global data warehouse for biosimilars.  Builds and provides global, regional and local BI solutions to enable performance reporting and decision-making.

Overall Operational Excellence - Enhance customer engagement capabilities/frameworks leveraging superior customer insights. Actively participate in sharing/executing Biogen best practices with other CE&O functions, regional functional leads and external. Drive business unit aspect of Global customer initiatives, to advance Biogen to the preferred partner for patients, prescribers and payers through innovative services/solutions. Lead definition, optimization and evolution of Customer Engagement Strategy (channels) and related operations driving greater efficiency and effectiveness. Reduce administrative burden on affiliates/regions to free up customer-facing focus. As PMO, align functions and regions on priorities, initiatives, strategy-execution gaps.


Bachelor’s degree in business or an analytical science, Master’s or MBA preferred

Minimum 15 yrs in pharmaceutical or biotechnology industry. Experience driving customer excellence type of functions. Experience in leading teams.  

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