Customer Experience & Operations (CE&O) Director plays a key role in enhancing business performance and is a member of the Australia Leadership Team, directly reporting to the VP & GM of Australia.

The CE&O Director develops and implements strategies that optimizes sales and marketing operations, improves customer engagement and drives overall business growth. This leader ensures excellence in execution, including the development and implementation of Omnichannel customer engagement strategies and building a best-in-class commercial organization. The CE&O Director also leads the way in providing advanced data analytics to support decision-making and is the driving force behind the Omnichannel transformation across the organization as well as Digital Marketing, Business Intelligence, Sales Capability and EH&S.

Key Responsibilities

• Develop & lead the implementation of commercial excellence strategy for LOC, aligned with the General Manager and Business Unit Directors and working in close partnership with Regional Leads and cross-functional leads.
• Lead Australia’s Omnichannel vision, strategy, and roadmap and effectively drive digital transformation to deliver high quality & integrated customer experience.
• Build a best-in-class commercial organization by strengthening capability in all commercial roles (sales leaders, sales representatives, brand management, commercial excellence teams) incorporating the evolving ways of working such as data analytics and omnichannel approach.
• Develop comprehensive, accurate, high quality commercial analytics to support strategy implementation and performance management and to identify new sources of business growth. This includes sales force effectiveness data, customer and competitor insights, market, and industry challenges.
• Lead the business target setting and forecasting process and provide timely update on brand performance by analysing key brand data and market changes to enable teams to stay competitive and agile in commercial decision making
• Deliver business intelligence across other critical areas, such as patients’ journey, resource optimization, development of go-to-market strategies and co-promotion across portfolio.
• Implement Sales Force Incentive programs aligned with business objectives, considering financial feasibility and compliance principles.
• Drive governance by ensure appropriate controls are in place and by working with the cross-functional team to ensure timeliness of review and appropriate tracking and monitoring.
• Leadership and support for EH&S Specialist and ensure key safety initiatives rolled out across the organisation especially supporting field,

Basic Qualifications

• Demonstrable track record as strategic commercial leader in pharmaceutical industry with experience in marketing and sales leadership,
• Experience in leading strategy deployment and change initiatives such as digital transformation
• Business and digital capability experience at a country or above country level and matrix leadership experience in large, global organisations
• Experience in using Omnichannel approaches and Artificial Intelligence (AI) and Business Intelligence (BI) tools
• Bachelor’s degree in Business Administration, Marketing or related discipline

Other Qualifications

• Strategic thinker – ability to connect different elements together
• Demonstrated ability to lead change effectively and make complex initiatives happen
• High personal impact and credibility at senior level
• Commercial decision making and winning execution

Why GSK?

Our values and expectations are at the heart of everything we do and form an important part of our culture.

These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities:

• Agile and distributed decision-making – using evidence and applying judgement to balance pace, rigour and risk, governance and control, managing ambiguity and paradox.
• Managing individual performance.
• Creating a performance culture and driving results, prioritisation, execution, delivering performance.
• Setting strategic direction and leading on-going organisational transformation.
• Building a resilient organisation.
• Building strong relationships and collaboration in service of common goals, engaging the organisation and building trusted external networks for mutual benefit.
• Managing P&L and capital allocation.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. We prevent and treat disease with vaccines, specialty and general medicines. We focus on the science of the immune system and the use of new platform and data technologies, investing in four core therapeutic areas (infectious diseases, HIV, respiratory/ immunology and oncology).

Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued, and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together.

Important notice to Employment businesses/ Agencies

GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.