Lead, Customer Support Programs

2 weeks ago

Montréal, Canada Lundbeck Full time

We are currently looking for a qualified Lead, Customer Support Programs. This is a permanent full-time job, in the Montreal Head-Office, reporting to the Vice President, Psychiatry Business Unit. Lundbeck Canada offers comprehensive benefits to its employees, including health and dental benefits and contribution to a pension plan as of day 1.

**Your Position**:
Being a key contributor of the Psychiatry Business Unit, the Lead, Customer Support Programs, will manage the development of our customer support programs by developing, implementing, and managing various initiatives. The incumbent will be responsible for evaluating current and future support programs as well as the remote sampling program for the psychiatry teams. They will be responsible for partnering with internal and external stakeholders to build and maintain customer-centric support programs for the psychiatry brands that enables an overall engaging experience for HCPs. The role reports to the Vice President, Psychiatry Business Unit, and is located at our head-office in Montreal.

**Manage Customer Support Programs (60%)**
- Lead the design, implementation, continuous improvement, and performance monitoring of customer support programs that will deliver on customer experience standards.
- Act as the main contact between vendor and Lundbeck for the overall management of the psychiatry programs.
- Develop best in class customer support programs in close collaboration with cross-functional brand teams and that align with commercial objectives, legal and compliance guidance.
- Lead the development, management, monitoring, financial reporting, and reporting KPIs for the psychiatry customer support programs.
- Collaborate closely with partners to report and manage any issues related to customer support programs.
- Collaborate with vendors to build data collection platforms and analytical reports to provide real-time market insights as well as payer-specific reporting tools.
- Provide strategic and tactical input to continuous improvement of processes and overall program design.
- Stay abreast of the changing conditions in market and product portfolio to ensure that all customer programs and channel delivery services reflect actual business/organizational needs while meeting the needs of the target audience and maintaining highest quality of service.
- When required, lead the management of RFPs to select optimal vendor partners that are aligned to our culture and can best deliver on our desired program experience/outcomes in a cost-effective manner.

**Remote Sample Management (40%)**
- Lead the management of remote sampling programs within Lundbeck including vendor management, annual contracts, and monthly estimates.
- Manage the monthly reporting of sample inventories with both our remote sampling partner and Lundbeck warehouse.
- Work collaboratively with brand teams to continuously evaluate the remote sampling program and provide recommended enhancements to improve processes and customer experience
- Develop and lead the training and communication plans for all psychiatry sales teams including new employee onboarding to ensure solid understanding and usage of remote sampling.
- Align with Business Insights and CRM teams to manage data integrations to ensure data is flowing between vendor and Lundbeck data warehouse and CRM systems.
- Align with legal and compliance teams to ensure all initiatives are planned and aligned with Canadian compliance rules and regulations.

**Position Qualifications**:

- Bachelor’s Degree in Commerce, Business Administration, Economics or Equivalent.
- Strong knowledge of the Canadian pharmaceutical industry with (minimum of 8 years’ experience) and 4 years’ experience in a similar role
- Experience in project management and ability to manage complex projects with multiple stakeholders
- High proficiency in Windows and the Microsoft Suite, especially with PowerPoint and Excel
- Solid business acumen and financial analysis skills and knowledge of brand late life cycle management
- Excellent communication skills in both French and English (written and spoken).
- Collaborative individual who leads, seeks and encourages collaboration initiatives across different cross-functional teams.
- Customer Focus: understand internal customers’ business needs, issues, and reality in order to achieve business goals.
- Action Oriented: demonstrates organization, project-management, proactivity, accountability
- Drives Results: passionate about solving business problems through data-driven insights that inform cross functional teams’ decision making
- Collaborates: Work collaboratively with team members and other stakeholders
- Self-Development: strong desire to deepen or broaden skill sets through feedback and development

**Working conditions**
- Normal Office conditions: Yes
- Evening/Weekend commitments: No
- % of travel required: 10%
- We are strongly committed to promoting equity, diversity and inclusion within our

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