Global Customer Engagement/Digital Ecosystem Director

Position Overview :

The Global Customer Engagement / Digital Ecosystem Director will lead the introduction and deployment of a Customer Relationship Management system in a rapidly growing Car T-cell therapy start-up.

This is a unique opportunity to build and execute an entire ecosystem / CRM strategy from the ground up, aligning technology solutions with business needs and leading the change in the organisation.

The role requires deep expertise in CRM platforms, a strong understanding of customer data management, and the ability to drive cross-functional collaboration across global teams in a high-growth, innovative environment.

Key Responsibilities :

Strategy

• Develop and implement the global ecosystem / CRM strategy, ensuring alignment with the organization’s growth objectives, sales goals, and customer engagement needs.
• Oversee integration with existing systems and data sources, ensuring a seamless roll-out.

Strategy implementation

• Plan, manage, and execute the global deployment of the ecosystem / CRM system across the organization.
• Define key performance indicators (KPIs) to track the system’s effectiveness, ensuring that the system evolves with the organization’s needs.
• Lead training efforts globally, ensuring all users are proficient with the ecosystem / CRM system.
• Establish processes for data governance, ensuring the integrity, security, and privacy of customer data.
• Ensure the ecosystem / CRM system and its processes comply with relevant industry regulations and standards, such as GDPR and other data privacy laws pertinent to healthcare.

Stakeholder Collaboration Strategy

Act as the liaison between IT, sales, marketing, medical affairs, clinical, and regulatory teams to ensure that CRM functionalities are aligned with each department’s objectives and support key customer touchpoints, including healthcare providers, researchers, and other external stakeholders.

Qualifications :

• 10+ years of experience in CRM implementation and management, with a strong track record of success in global roll-outs.
• Prior experience in biotech, pharma, or in consultancy for clients in the healthcare industries.
• Proven ability to lead cross-functional teams and collaborate with key stakeholders at all levels of the organization.
• Expertise in customer data management, data governance, and ensuring regulatory compliance with healthcare-related data.
• Strong project management skills, including budgeting, resource allocation, and timelines for global implementations.

Education :

Bachelor’s degree in IT, Business Administration, or a related field. Advanced degrees or relevant certifications in CRM systems or project management are a plus.

Location :

Present at the HQ in middle Germany at least 50% of the time to facilitate collaboration.