Customer Excellence Partner - Centre of Italy

Make your mark for patients

To strengthen our Immunology department, we are looking for a talented profile to fill the position of: Customer Excellence Partner – Centre of Italy (field based)

About the role

The Customer Excellence Partner (CEP) leads the strategic planning and execution of cross-functional projects within the Immunology Therapeutic Area across top accounts. Working in alignment with the annual Integrated Strategic Plan, the CEP drives innovative referral initiatives, ensuring stakeholder engagement (HCPs, HCOs, and others) through effective project management. The CEP acts as a bridge between the customer and the organization, identifying areas for improvement and implementing strategies to enhance customer service and satisfaction.

You will work with

This role fosters teamwork and leadership across the value chain, from insights to impact, aligning efforts with company strategy. In collaboration with ESLs, RAMs, FMLs, and the local cross-functional team (CT Customer Table), the CEP co-creates and coordinates strategic projects that support the One Immunology value proposition.

What you will do

• Identify and prioritize innovative opportunities through key regional accounts across TAs in Immunology (rheumatology, bone, and dermatology) that could significantly impact organizational success.
• Develop and implement strategies for engaging and fostering positive networking relationships with these stakeholders.
• Participate in cross-ecosystem networking activities to foster innovative solutions that increase referrals to key regional hospitals, in partnership with the field market access team (RAM-FML).
• Coordinate tactical planning with the Customer Table and key roles (e.g., Access, MKT, Head of Franchise) to define and refine local objectives aligned with strategy.
• Translate strategic goals into actionable plans and initiatives. Ensure the execution of field local projects, monitor progress, identify roadblocks, and take corrective actions as needed.
• Lead, inspire, and model cooperative teamwork behaviors that enable different teams to be accountable for creating and executing field local strategies in collaboration with the CT and peers.
• Collaborate with cross-functional teams to ensure alignment and synergy among departments and initiatives.
• Coordinate resources and efforts to achieve local goals. Identify potential risks or challenges related to stakeholder engagement and strategic execution.
• Promote best practice sharing and identify opportunities for synergies and collaboration across assets and indications.

Interested? For this position, you’ll need the following education, experience, and skills:

• Bachelor’s, master’s degree, or education in a relevant scientific discipline.
• 5+ years of demonstrated leadership experience in commercial, marketing, or KAM roles.
• Relevant therapeutic area experience is a plus.
• Fluency in English (oral and written) for effective stakeholder interaction.
• Strategic vision and servant leadership in a complex, matrix environment.
• Scientific acumen with the ability to translate clinical data into patient propositions for stakeholders.
• Business acumen focused on delivering customer value and impact.
• Excellent interpersonal, negotiation, and problem-solving skills.
• Strong co-creation and project management abilities.
• Ethics and business integrity skills.
• Proven project management experience in planning, development, and implementation.
• Effective communication with internal and external stakeholders.
• Ability to map and analyze customer journeys to identify improvement areas.
• Familiarity with CRM software for managing customer interactions.
• Willingness to travel regularly.
• Leadership skills in managing, developing, coaching, and influencing teams in a matrix environment.

Are you ready to ‘go beyond’ to create value and make your mark for patients? If so, we’d love to hear from you!

About us

UCB is a global biopharmaceutical company focusing on neurology and immunology, with around 8,500 employees worldwide, inspired by patients and driven by science.

Why work with us?

At UCB, we create value through collaboration and innovation. We foster a caring, inclusive culture where everyone is respected and has opportunities to grow. We ‘go beyond’ to create value for our patients, employees, and the planet. Join us to grow and carve your career path.

UCB is an equal opportunity employer. All employment decisions are made without regard to characteristics protected by law.

For adjustments in our process to demonstrate your capabilities, contact us. Please note, inquiries not related to adjustments will not be supported through this channel.

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