Executive Director – Customer Engagement and Experience

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $259.6k - $356.9k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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argenx

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

Healthcare • Consulting • Biotechnology

argenx is a biotechnology company committed to improving the lives of patients through immunology innovation. The company focuses on developing novel antibody-based therapies to treat severe autoimmune diseases. Using a collaborative approach with pioneering scientists and academic partners, argenx accelerates the discovery of therapeutic antibodies that target specific disease pathways. The company's proprietary products, such as efgartigimod, are aimed at treating diseases where IgG antibodies are pathogenic. Argenx emphasizes innovation, science of collaboration, and patient-centric approaches in its mission to deliver life-changing medical solutions.

📋 Description

• Set and lead the enterprise HCP customer engagement and experience strategy across therapeutic communities, brands, indications, and lifecycle stages • Translate HCP Experience priorities into engagement principles, experience standards, and cross-community ways of working • Maintain the enterprise view of customer needs, journey pain points, engagement opportunities, and experience gaps • Establish an integrated HCP engagement framework connecting customer insights, journey design, cross-functional planning, TLL/KOL engagement, omnichannel activation, and performance measurement • Coordinate engagement planning across Commercial, Medical Affairs, Clinical Development, Field, and therapeutic communities • Shape journey design, voice-of-customer integration, and experience measures • Define requirements for customer visibility and engagement orchestration tools with Digital and enterprise technology teams • Lead and develop the TLL field organization • Set TLL strategy, operating norms, role clarity, engagement standards, and performance expectations • Coordinate KOL priorities, congresses, advisory planning, peer-to-peer opportunities, and insight generation • Integrate TLL activity and insights into broader customer engagement plans • Serve as senior HCP customer engagement and experience leader across the community model • Build partnerships across therapeutic, field, medical, clinical, market access, patient experience, digital, insights, legal, regulatory, and compliance teams • Align priorities and resolve engagement conflicts around shared HCPs and KOLs • Scale best practices across therapeutic communities • Lead, coach, and develop the Customer Engagement & Experience team and TLL organization • Build organizational capability in customer insights, customer planning, journey design, strategic relationship management, TLL/KOL engagement, experience standards, and cross-functional orchestration • Create development opportunities and foster a culture of customer-centricity, accountability, collaboration, innovation, excellence, and compliance

🎯 Requirements

• BA/BS required; advanced degree preferred • 15+ years of relevant commercial experience in biotech or pharmaceuticals • Significant leadership experience in HCP marketing, customer experience, TLL/thought leader engagement, or therapeutic area leadership • Experience leading sizable field-facing or customer-facing teams in a complex network of empowered teams environment • Demonstrated leadership of HCP customer experience, enterprise KOL engagement, customer planning, and cross-functional engagement in specialty, rare disease, immunology, neurology, biologics, or other complex treatment markets • Strong understanding of HCP customer journeys, peer influence models, KOL engagement, TLL leadership, omnichannel engagement, and customer experience strategy • Demonstrated ability to establish scalable engagement standards and governance, develop talent, and lead through organizational growth, ambiguity, and change • Deep understanding of HCP customer experience strategy, customer engagement, thought leader engagement, and commercial execution in specialty, rare disease, biologics, or similarly complex markets • Strong ability to design and embed enterprise engagement models across therapeutic communities, functions, brands, indications, and lifecycle stages • Strong strategic and analytical thinking • Expertise in TLL leadership, KOL strategy, customer planning, journey design, voice-of-customer integration, and cross-functional orchestration • Understanding of omnichannel customer journeys, customer analytics, engagement visibility tools, and continuous improvement • Ability to influence senior stakeholders, align teams, and lead through ambiguity and change

🏖️ Benefits

• Short-term incentive program eligibility • Long-term incentive program eligibility • Comprehensive benefits package • Retirement savings plans • Health benefits