EMEA Commercial Operations Director

Job title : EMEA Commercial Operations Director
Location : Switzerland
Job type : Permanent
Salary : Negotiable
Contact name : Tiberiu Mihoc
Contact number : +44 (0) 207 255 6660
Contact email : tiberiu.mihoc@secpharma.com
Commercial Operations Director EMEA
Permanent position, Full time
Salary: competitive - DOE

This is a great opportunity for professionals with exceptional experience in Commercial operations to join one of the leading biotech's on the market.

Our client is looking for a highly experienced professional to join their team of experts in the Commercial Operations department. They are focused on bringing gene therapy into the commercial setting for patients and families devastated by rare and life-threatening neurological genetic diseases.

The role

You will be reporting to the Head of Strategic Business Operations EMEA and are responsible for managing the customer services group and bringing the region to the next level in terms of processes and systems to improve customer experience.

*Drive strategic planning and execution for customer service excellence:
oManage the customer services team (3 people)
oSet up, implement and/or update new processes & systems for enhanced end-to-end customer services
oEnsure continuous efficient communication and support for our customers across a variety of countries in different phases of commercialization incl. launch/launch readiness phase
oWork cross-functionally with relevant internal stakeholders to deliver seamless service (Supply Chain, Quality Assurance, Finance, Legal, Commercial etc.)
*Set-up and optimise the data warehouse and systems integrations project in collaboration with the Global teams, the EMEA marketing team and IT to ensure the data & systems are ready to support the streamline and optimize the product journey
*Work on a variety of cross-functional projects where commercial operations and customer services play a central role
*Support the EMEA Head of Strategic Business Operations with reporting, metrics and propose ideas & processes to increase operational efficiency across the region while keeping agility
*Champion cross-functional relationships and collaboration beyond customer services

Education and Experience

*BS/BA Degree.
*8+ years of experience including commercial operations/customer services experience, with increasing responsibilities and geographical scope.
*Proven experience of project/program management (leading and executing projects)
*Experience in managing a team of individuals
*Proven customer service skills and attitude
*Working knowledge of finance and budgeting
*Working knowledge of supply chain
*Good command of ERP such as QAD or SAP
*Excellent written and oral communication skills.
*Excellent planning, organization & analytical skills.
*Strong interpersonal skills commensurate with the need to work closely with both external and internal stakeholders
*Ability to maintain the highest degree of confidentiality and integrity, represent the company's high ethics, moral behaviour, and professionalism.
*Strong relationship building skills and team player ethos is essential.
*Must be operational as well as strategic due to nature of the product and business
*Fluency in English both written and oral mandatory, fluency in German is a plus

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.