Director, Customer Performance

Cardinal Health's Pharma Commercial Excellence is a new organization designed to improve sales teams focus and effectiveness by leveraging scale, process improvement, clarity of accountability and speed to support and service the internal sales teams and external customers.

The Director, Customer Performance is a critical role for the success of supporting our sales organizations and ensuring best in class services and insights related to our Go-to-Market process Cardinal Health customers. Working across the entire Cardinal Health pharmaceutical segment, the leader in this role will design and deploy customer performance tracking mechanisms, customer opportunity reporting, measurement of customer profitability, creation and launch of customer segmentation, measure return on sales investments, and building training to build effectiveness and outcomes of the sales organization.

As the leader of this Customer Performance team, the Director, Customer Performance will have the ability to recognize evolving trends and offer guidance related to their potential impact and solutions for seizing the opportunities; the ability to lead/influence without direct reporting responsibility; the ability to effectively interact with all levels, up to and including C-suite of Cardinal Health and customer organizations; and influential leadership to affect change across groups where direct reporting lines do not exist.

The Director, Customer Performance will report to the Vice President, Commercial Insights & Customer Experience, Pharma Segment.

Accountabilities:

• Lead a complex, cross-pharma segment CoE and associated matrixed, cross-functional teams & is a member of the Commercial Excellence CoE Leadership team
• Develop and deploy customer facing analysis- such as customer compliance audits, contract analysis, backorder analysis, etc.
• Responsible for measuring account profitability, share of wallet, rebate reporting and opportunity ID
• Develop metrics to measure churn and retention, measure contractual compliance, KPI's (for example delivery), monitor credit utilization and branded vs. generic mix of customer buys.
• Play a critical part in evolving Cardinal's pricing strategy to the next level by applying insights generated from customer analysis to the pricing decision models as well as understanding Price, Volume, Mix impacts
• Lead building of capabilities that improve generation and delivery of customer insights to the business stakeholders and the sales teams. Equip the business with timely insights to enable proactive customer engagement
• Implement consistent and end to end commercial KPI's and lead the development of reports and its delivery mechanism (for example dashboards), across the pharmaceutical segment to improve visibility and decision making
• Lead the efforts to develop a single view of customer working closely with data and IT teams. This includes bringing historical as well as current transactional information to build profitability picture as well as measure the customers performance vs. the contracts
• Lead the efforts to develop and maintain customer segmentation methodology and build an eco-system that integrates customer feedback with operational data to provide actionable insights that help in driving profitable growth through Pricing actions, Optimal Mix Management or Volume growth
• Analyze and report on customer insights (voice of customer, NPS), to enable sales teams drive customer experience
• Act as an advisor to the sales organization as they prospect and engage new customers to determine program qualifications and answer program specific questions to ensure sales teams are able to respond to customers clearly and expeditiously
• Internally communicates with managers and senior leaders of across pharmaceutical business segment, IT -Technology, Legal and Compliance and Finance; Externally communicates with executives at customers and strategic partners in delivery of solutions

Qualifications:

• Bachelors degree or equivalent experience, Advanced degree preferred
• Knowledge of Health Systems and Pharma preferred
• Experience leading matrixed, cross-functional teams and influencing change
• Experience establishing and building cross-functional teams preferred
• Experience in building and managing complex, customer facing programs
• Knowledge of key information systems and tools
• Experience in BI or Commercial Analytics
• Strong business acumen, executive presence, customer engagement and presentation skills
• Ability to travel as needed

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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