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Director, Customer Engagement

Requisition ID:  1440

Montreal, Quebec, CA

Date:  Oct 30, 2020

Your Position:


As the cornerstone of the Lundbeck Canada organization, the Business Effectiveness department strives to be the valued partner for all other internal departments, providing quality solutions and guidance that drive results. Reporting to the Senior Director, Business Effectiveness, the Director, Customer Engagement plays a critical role in the organization. The incumbent oversees how best to engage with our customers now and in the future, measuring the effectiveness and deriving insightful analytics on these engagement touchpoints; as such, the role acts an enabler for the organization to meet and surpass corporate and brand strategic imperatives. Intrinsically tied to Customer Engagement and therefore the responsibility of this position, the incumbent oversees the sound management and oversight of operations activities to support all field sales teams as well as the management of all patient support programs. This position also supervises the project management of the implementation of all system/operations projects, while providing general oversight to the Canadian activities associated with the North America Business Solutions team.



Customer Engagement Responsibilities (75%)

  • Lead the organization in establishing and implementing leading edge, robust customer engagement plans that are built with the customer at the center, which will act as the enabler to achieve corporate and brand strategic objectives in both short and long-term.
  • Provide guidance to the commercial teams for the optimal mix of engagement channels such as in-field teams, congresses, F2F meetings, digital channels as social messaging, virtual events, new technologies, apps, websites, etc.
  • Garner deep insights into the effectiveness of all customer engagement activities and how they support associated strategic imperatives at both corporate and brand levels, which will enable continuous reassessment of optimal ways to drive business growth.
  • Lead the project management and implementation of any systems/strategic projects defined in the engagement models; ensure continuous support is provided to the commercial teams so that systems are optimally up to date.
  • Ensure Lundbeck Canada is regularly evaluating new opportunities to enhance engagement with all customers, increasing agility and flexibility in our model.
  • Direct the sound management of operations activities across all sales teams including insightful field force effectiveness measurements and analytics; development and management of field incentive plans; development of innovative and insightful data visualization to guide and support the field teams, ensuring they are optimally sized, focussed on the right targets per strategic brand and delivering high ROI for this highly invested channel.
  • Direct Lundbeck Canada’s patient support programs, working closely with partners to ensure programs’ sound management as well as garnering insights from the programs to further best support patients. 


People Management (25%)

  • Build and maintain a highly motivated, high functioning team that prioritizes cross functional collaboration and customer focussed mindset.
  • Provide department leadership, coaching and direction, while ensuring that team members get adequate training to perform their tasks, and develop their capabilities and expertise.
  • Ensure executional excellence and monitor performance impact of team members providing clear guidance on performance expectations and status of achievement.
  • Proactively address any employee performance issue and establish clear plans for improvement.
  • Ensure optimal collaboration with all stakeholders to achieve and surpass company objectives.
  • <span style="font-family:"Calibri",sans-serif">Ensure proper planning and follow up on the team capacity and activity budget.



Position Qualifications:


  • Bachelor’s Degree in Commerce, Business Administration, Economics or Equivalent.
  • Minimum 7 years of experience in the pharmaceutical industry, encompassing people management, customer engagement and field force operations.
  • Proven successful experience in customer engagement initiatives and programs, in all different channels of engagement.
  • Extensive experience in field force operations management.
  • Working knowledge of IQVIA Services (TSA, CDH, GPM, Xponent, NBRx, Rx Dynamics, PharmaStat, FINDr, and OneKey) an asset.
  • High proficiency in Windows and the Microsoft Office Suite, especially with Excel, Access and PowerPoint.
  • Excellent communication skills in both French and English (oral and written).
  • Highly collaborative individual who leads, seeks and encourages collaboration initiatives across different cross-functional teams.
  • Proven track record of leadership, business acumen and innovative strategic thinking.
  • Excellent analytical, project management and organizational skills, operating with a strong solution-focus, identifying problems and driving appropriate solutions.

Lundbeck is a global pharmaceutical company specialized in brain diseases. For more than 70 years, we have been at the forefront of neuroscience research. We are tirelessly dedicated to restoring brain health, so every person can be their best.
Millions of people worldwide live with brain diseases, and far too many suffer due to inadequate treatment, discrimination, a reduced number of working days, early retirement, and other unnecessary consequences. Every day, we strive for improved treatment and a better life for people living with brain diseases – we call this Progress in Mind.
Read more at www.lundbeck.com/global/about-us/progress-in-mind
Our approximately 5,800 employees in more than 50 countries are engaged in the entire value chain throughout research, development, production, marketing, and sales. Our pipeline consists of several R&D programs, and our products are available in more than 100 countries. We have research centers in Denmark and the US, and our production facilities are located in Denmark, France, and Italy. Lundbeck generated revenue of DKK 17 billion in 2019 (EUR 2.3 billion; USD 2.6 billion).

For additional information, we encourage you to visit our corporate site www.lundbeck.com, and connect with us on Twitter at @Lundbeck and via LinkedIn.