Customer Experience Director

Role Overview

The Customer Experience Director is a strategic leader in the Commercial Excellence organization responsible for designing and optimizing customer engagement strategies across the Japanese market. This role will lead the construction of Sales Force Effectiveness (SFE) and Customer Relationship Management (CRM), digital capabilities, and various customer touchpoints through omnichannel engagement to achieve a unified customer-centric engagement.

What You Will Do

Develop and implement customer experience strategies aligned with business objectives, product launches, and customer needs. Design and optimize omnichannel engagement models, including channel strategies, individualization, MR activities, and digital strategies, as well as customer experience evaluation.

Why It Might Be a Fit

The ideal candidate will have over 10 years of experience in the pharmaceutical or biotechnology industry in commercial excellence, customer experience, CRM, SFE, omnichannel engagement, or consulting, with a proven track record of customer engagement, SFE, CRM, or commercial excellence strategies, integrating plans, execution, business effectiveness, and measurable business outcomes.

Requirements

• Bachelor’s degree in business, life sciences, marketing, data analysis, or related fields.
• Over 10 years of experience in the pharmaceutical or biotechnology industry in commercial excellence, customer experience, CRM, SFE, omnichannel engagement, or consulting.
• Experience leading teams across multiple commercial excellence areas.
• Proven track record of customer engagement, SFE, CRM, or commercial excellence strategies, integrating plans, execution, business effectiveness, and measurable business outcomes.
• Native-level Japanese and business-level English communication skills.

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Retirement plan
• Paid holidays
• PTO
• Wellness program