Customer Excellence and Capability Building Head

Job description

Job Description Summary #LI-Hybrid Location: Bucharest, Romania The Customer Excellence and Capability Building Head is accountable for orchestrating the International Commercial Excellence (ICE) and International Patients Experience/Activation (IPEx) frameworks at country level. As part of the Execution Excellence enabling unit, the role enables Commercial, Medical and Value & Access teams to deliver superior customer and patient experience by establishing clear ways of working, strong process governance, and actionable performance insights, while decisions and budgets remain with the respective functions. Job Description: Key responsibilities: Orchestrate, deploy, and sustain International Commercial Excellence (ICE) ways of working at country level, including processes, governance, roles, RACIs, and documentation. Coordinate ICE deployment plans, timelines, workshops, and performance conversations with Therapeutic Area teams in alignment with local business priorities. Ensure ICE metrics, dashboards, and KPIs are embedded into local performance discussions while commercial ownership remains with TAs. Monitor ICE adoption and process adherence across brands, identify gaps, and dr...