Senior Director Marketing, Customer Experience, HIV Prevention

Gilead Sciences•Foster City, CA

About The Position

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. As Senior Director Marketing, Customer Experience, HIV Prevention, you will play a critical and exciting role in helping the US marketing organization support the current HIV prevention portfolio and potentially launch future HIV prevention therapies.

Requirements

Demonstrated experience in launching Voice of Customer Programs preferably within pharmaceutical organizations.
Proven leadership skills with an ability to set a vision, to lead change, and to lead and mentor others are required.
Requires highly developed leadership skills with an ability to set a vision, to lead change, and mentor others.
Must possess excellent strategic thinking skills with ability to formulate, develop and execute development strategy.
Must possess excellent interpersonal skills with ability to lead, interact with, focus, resolve conflict and drive consensus among individuals from a variety of cultures, and disciplines.
Must have strong executive presence with ability to command respect through exercise of sound business judgment and clear decision-making.
Excellent communication skills, highly competent presenter, able to gain credibility, engender trust and influence all levels, strong partnering skills, bias for action and tangible results
Must have excellent management skills including training, performance management, planning, prioritization, objective setting, recruitment and selection, meeting management and plan execution.
Must possess a demonstrated ability to conceive, develop and implement multi-dimensional marketing and business plans.
Must have demonstrated excellence in project management and effectively directing and overseeing multiple projects/priorities.
Must be able to successfully perform highly complex budget management with and highly developed understanding and experience with revenue forecasting.
Must possess an extensive understanding of pharmaceutical regulatory requirements and impact on development of marketing materials
10+ years of experience.
A Bachelor’s degree in marketing or related fields is required.

Nice To Haves

Experience or exposure to Gilead franchises is preferred.
Advanced experience with product lifecycle management is desirable.
An advanced science degree such as MD, PharmD, PhD or an advanced business degree such as an MBA is desirable.
Extensive knowledge and experience in pharmaceutical product life cycle management in a variety of therapeutic areas preferred.
Biopharmaceutical or Pharmaceutical experience preferred.

Responsibilities

Establish a model to evaluate CX maturity and performance and evolve roadmap to support current and future portfolio.
Orchestrate collaboration between CX and other functions to provide a positive experience across the customer journey.
Apply customer centered thinking to problem solving, solution design, and service development.
Drive customer journey mapping & experience design to deliver optimal experience for multiple customer groups.
Own Voice of Customer Program.
Establish strategy and build engine to systematically collect ongoing feedback from multiple customer types.
Develop, lead, and evolve processes for monitoring and addressing customer feedback – leaning into key metrics, such as CSAT, CES, NPS, among others.
Identify, measure and track CX KPIs and share insights cross functionally by demonstrating connections between functions.
Lead and champion changes to cross functional ways of working.
Shape the annual strategic and tactical plan for HIV prevention, translating brand strategy into prioritized CX initiatives with clear business cases, resourcing, and implementation roadmaps.