YOUR TASKS AND RESPONSIBILITIES

The primary responsibilities of this role, Director Customer Power House Customer Experience Lead, are to: 

• Develop, implement and optimize customer experience (CX) frameworks and standards across markets and brands;
• Ensure that customer perspectives are reflected in running campaigns;
• Apply CX tools including but not limited to Micro segmentation, Personal Building, Customer Journey Building, Campaign Design principals;
• Assess the customer experience maturity across the portfolio and define roadmaps and solutions on how to continuously measure and continually improve;
• Contribute to strategic planning and tactical execution through extensive knowledge and expertise across all aspects of customer-led marketing transformation with a focus on digital marketing, content strategy and CX analytics;
• Enable a community of CX and campaign experts to collaborate (and lead if applicable) on strategy development, insight generation and marketing operation;
• Collaborate with experts in CPH to scale best practices from product development to customer success by designing and implementing new channels and capabilities for the organization to exploit;
• Align and share good practices among other CX groups across divisions;
• Promote the importance of CX across the organization and with executive leadership with direct access to leads in Marketing, Sales, DS&O, DSAA, CBI, Commercial Operations and supporting teams.
   

WHO YOU ARE

Your success will be driven by your demonstration of our LIFE values.  More specifically related to this position, Bayer seeks an incumbent who possesses the following:

Required Qualifications:

• Bachelor’s degree;
• Strong interpersonal, leadership and communication skills with at least 12years of experience in Pharma Commercial Operations focusing on Digital Marketing and Multi-Channel Customer Engagement;
• Demonstrated ability to implement integrated platforms and end-to end business processes on scale across multiple countries based on global standards (i.e. Veeva products, SFDC, Exact Target, Drupal, Tableau, etc.);
• Agile project management expertise to manage project lifecycles supported by excellent planning and organizational skills;
• Ability to lead cross-organizational projects and diverse teams, develop cooperative and productive working relationships with a wide variety of partners from different cultures and organizational levels, including upper management, clients and partner functions;
• Passionate team player and pro-active personality with an open mindset sharing the CPH project vision broadly in the organization;
• Excellent command of English, Spanish and Portuguese (verbal and written).

Preferred Qualifications:

• Other languages.