Director, Customer Experience, Japan

The Opportunity

The Director, Customer Experience is a strategic leader within Commercial Excellence, responsible for designing and optimizing the overall customer engagementstrategy in Japan.

This role leads the development of Sales Force Effectiveness (SFE), Customer Relationship Management (CRM), and digital capabilities, leading the delivery of a consistent, customer-centric experience across omnichannel touchpoints.

Reporting to the Head of Commercial Excellence, this role works closely with Commercial, Medical Affairs, Marketing, Training, Data & Analytics, and Global teams. The Director contributes to strategic planning with senior leadership and is accountable for implementation and operational effectiveness within the assigned disciplines and approved governance. Decisions support oncology launch readiness and have a critical long-term impact on customer engagement, sales force effectiveness, and business growth in Japan.

Key Responsibilities:

• Develop and execute Japan’s customer experience strategy in alignment with business objectives, launch strategies, and customer needs; translate it into integrated SFE, CRM, and Digital plans, priorities, and measurable outcomes, with a planning horizon typically extending up to five years.

• Design and optimize the omnichannel engagement model, including channel strategy, personalization, coordination of sales representative activities and digital initiatives, and customer experience measurement. Lead teams to develop and evaluate innovative engagement methods and resolve complex issues spanning channels, processes, and technology.

• Lead sales force optimization strategy and design SFE initiatives, including staffing and sizing, segmentation and targeting, territory design, call planning, and sales activity effectiveness measurement, partnering with Sales Operations on execution.

• Develop sales budget allocation criteria based on market potential, targeting, and sales activity plans, and recommend optimal allocation to Sales Operations and sales leaders. Manage budgets and resource trade-offs across SFE, CRM, and Digital within approved plans and delegated authority, monitoring investment effectiveness and business impact.

• Design and propose sales incentive and recognition programs, communicate them to relevant stakeholders, and evaluate their effectiveness.

• Establish frameworks and strengthen strategic account management for priority institutions and customers, including customer segmentation, stakeholder mapping, account planning, and cross-functional customer engagement.

• Serve as the commercial business owner for CRM, digital, and customer engagement platforms, partnering with IT and Sales Operations to define and prioritize business requirements. Make final business implementation decisions within delegated authority and agreed governance, and be accountable for adoption, operational effectiveness, and business value.

• Integrate customer insights, sales representative feedback, CRM analytics, and sales performance data to drive customer-centric decisions. Establish KPIs and evaluation criteria across disciplines, use advanced analysis to resolve critical business issues, and influence senior leadership decisions on customer engagement and investment priorities.

• Partner with relevant functions to lead launch readiness across Customer Experience, SFE, CRM, and Digital, and contribute to policies and governance for customer data management, consent collection, and communication preferences. Lead strategic change across these disciplines by securing sponsors, establishing communication plans, and ensuring resources, training, and sustained adoption.

• Lead the SFE, CRM, and Digital teams, overseeing talent development, vendor and budget management, and best-practice sharing between Japan and Global teams to strengthen customer engagement and organizational efficiency.

Required Skills, Experience and Education:

• Bachelor’s degree in business, life sciences, marketing, data analytics, or a related field.

• At least 10 years of professional experience in commercial excellence, customer experience, CRM, SFE, omnichannel engagement, or consulting within the pharmaceutical or biotechnology industry, including experience leading teams across multiple commercial excellence disciplines.

• Demonstrated success translating strategy into coordinated customer engagement, SFE, CRM, or commercial excellence plans, with accountability for implementation, operational effectiveness, and measurable business outcomes.

• Deep understanding of customer journey design, targeting, segmentation, sales force deployment, and omnichannel engagement.

• Proven ability to lead change across disciplines, negotiate priorities and resource trade-offs with senior leadership, and influence policy and significant business decisions within the scope of responsibility.

• Experience in organizational management, budget and vendor oversight, and talent development, with the ability to empower teams and build an inclusive, values-driven culture.

• Native-level Japanese proficiency and business-level English communication skills.

Preferred Skills:

• Advanced degree, such as an MBA, MS, MPH, or PhD, or a pharmacist qualification.

• Experience supporting or leading oncology launch readiness and product launches in Japan.

• Experience using Veeva CRM, Salesforce, marketing automation tools, customer analytics platforms, or omnichannel engagement platforms.

• Practical experience with advanced data analytics, Next Best Action (NBA), or personalized customer engagement.

• Experience leading customer experience transformation projects or establishing, operating, and managing a commercial excellence organization.

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