Associate Director, Customer Journey

2 weeks ago

Jersey City, United States Mitsubishi Tanabe Pharma Full time

Overview:
**Entrepreneurial Spirit, Rooted in Tradition**. Mitsubishi Tanabe Pharma America, Inc. (MTPA) is a U.S. subsidiary of Mitsubishi Tanabe Pharma Corporation (MTPC) in Japan, which touts a storied reputation more than 300 years in the making. Our parent company - one of Japan’s most respected - is a research-driven pharmaceutical company that has tirelessly pursued medical breakthroughs with global reach. MTPC has discovered and produced several first-in-class medicines for serious diseases, including multiple sclerosis (MS), diabetes mellitus (DM), and amyotrophic lateral sclerosis (ALS).

MTPA is rapidly expanding its operations across all functional areas. MTPA’s commitment to patients and their communities continues with a robust late-stage pipeline of investigational treatments for difficult-to-treat diseases and commercializing products with significant unmet medical needs in North American markets. In the United States, MTPA launched rare diseases treatments including RADICAVA® (edaravone) injectables in 2017, EXSERVAN (riluzole) oral film in 2021, and RADICAVA® (edaravone) oral suspension in 2022. The company handles research, clinical development, sales, marketing, medical affairs, and business development functions. MTPA is dedicated to improving the treatment environment for those with debilitating diseases, researching on real-world evidence, and creating hope for all facing illness.

The Associate Director, Customer Journey plays a pivotal role in orchestrating the end-to-end customer experience throughout the patient journey. From diagnosis, to the initial treatment decision-making process involving patients, caregivers, and healthcare professionals, to treatment initiation and maintenance, this position integrates expertise from Multichannel Marketing (MCM), Patient Support, Market Access, and Marketing. Reporting to the Senior Director of Multichannel Marketing & Patient Support, this role provides strategic direction and executes initiatives to enhance the overall customer experience and drive business results.

**Responsibilities**:

- Customer Journey Ownership
- Strategic Direction
- Actively contribute to strategic brand discussions, leveraging data-driven insights and journey best practices to enhance the patient experience, customer satisfaction, and overall brand performance across all stages of the patient journey.
- Data Analytics
- Analyze data from diverse internal and external sources (eg, digital platforms, prescription claims data, specialty pharmacy adjudication, patient support activity, market research, and CRM systems) to define the customer journey strategy and inform tactical plans including channel selection, partner services, and technology.
- Campaign Analysis and Reporting
- Evaluate and monitor campaign effectiveness using a comprehensive set of internal and external data sources to analyze business impact and ROI and report to senior management and key stakeholders.
- Patient Support Transformation
- Support leadership in executing the Patient Support Transformation initiative, collaborating cross-functionally to evolve the customer journey and enhance
the patient experience.
- Cross-Functional Liaison
- Serve as the primary liaison for the customer experience across all stages of the customer journey, collaborating with colleagues across the commercial organization to make necessary adjustments, updates, and recommendations.

Qualifications:

- Bachelor's degree required
- MBA or graduate-level degree preferred
- Background in management/marketing consulting. A minimum of 10 years in roles that directly contribute to enhancing the customer experience and meeting the needs of customers, 6 years of which should be in healthcare, pharmaceuticals, CPG or related industries, with specific expertise in multichannel marketing, patient support, and market access.
- Comprehensive Understanding of the Customer Journey
- Demonstrated expertise in comprehending and analyzing
the intricacies of the end-to-end customer journey within
the pharmaceutical industry.
- Ability to identify key touchpoints, pain points, and opportunities for optimization throughout the patient journey.
- Proficiency in integrating insights from various functions such as Multichannel Marketing (MCM), Patient Support, Market Access, and Marketing to create a holistic understanding of the customer experience.
- Ability to establish governance for mapping and maintaining
all activities within the Customer Journey, spanning across MCM, Patient Support, Market Access, and Marketing.
- Data Analytics Proficiency
- Advanced skills in data analysis, manipulation, and interpretation, with a focus on leveraging data to drive strategic decision-making.
- Experience in analyzing diverse datasets, including but not limited to audience engagement metrics from digital platforms, prescription claims data, specialty pharmacy adjudication data, patient support activity and experience data, market research,

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