Director National Customer Strategy (Remote)

Avanir Pharmaceuticals

Avanir Pharmaceuticals

Customer Service
North America
Posted on Friday, August 18, 2023

Job Summary

The National Customer Strategy Lead will report to the ED Customer Engagement Effectiveness and lead a team focused on identification of and execution against national opportunities to deliver impactful customer experience, informed my local healthcare market dynamics. The National Customer Strategy Lead role offers an opportunity to drive revenue growth by supporting the development of the national strategy in the context of a dynamic environment. The National Customer Strategy Lead will need to take a broad and long-term perspective that takes account of the strategic capabilities of Otsuka API in the context of the evolution of the marketplace in order to drive joint value for Otsuka, for customers and for patients. This perspective will form the basis of inputs into the ongoing evaluation, measurement and evolution of OAPI Customer Engagement Strategy & Model. The National Customer Strategy Lead will also drive skills and focus in the areas of business & market access acumen via work with the Associate Directors of Customer Strategy and other cross functional partners.


The National Customer Strategy Lead will provide strategic oversight and challenge to the team of Associate Directors, Customer Strategy to shape and support the development and execution of strategic business initiatives to deliver meaning outcomes to patients as well as Rx and revenue growth, profitability and overall value creation for Otsuka.

  • Identify key insights and trends at a national level by synthesizing complex information from multiple sources

  • Develop and maintain a deep understanding of the national marketplace, customer preferences, the competitive environment and emerging industry trends

  • Engage collaboratively with other Customer Engagement Operations functions to deliver future facing customer engagement capabilities and skills

  • Coordinate with commercial, medical, legal, compliance, operations and commercial analytics in a compliant manner to harness all sources of information and continue to enhance data sources and analytics

  • Apply deep strategic insight and business acumen to shape a long-term integrated perspective on the OAPI strategy, working in close partnership with senior leaders to facilitate effective decision making and allocation of resources and investments that will deliver long-term value and competitive advantage

  • Building robust business cases by providing support for business cases and business reporting, including business reviews

  • Model national strategic programs and business opportunities to facilitate decision making and maximize value

  • Advise senior leaders on investment and resource allocation to allow for innovative, tailored customer-centric initiatives and programs that strengthen customer engagement and patient outcomes

  • Provide Associate Directors, Customer Strategy across the regions with capability training, professional leadership, constructive challenge, and insights to sharpen and enhance regional business plans

  • Collaborate with Brand Teams and with ADCS to shape and align regional business plans and ensure alignment with strategic imperatives

  • Provide a long-term transformational perspective on the US life sciences business environment, including emerging trends, threats and opportunities

  • Work closely with cross-functional leaders to define the optimal performance measurements and performance management programs required to optimize organization success and provide ongoing understanding of how value is being created and delivered



  • Bachelor’s degree: MBA or other related graduate degree preferred, ideally in a discipline with strong strategic, quantitative, and business analysis

  • Previous experience building, launching, and embedding a patient centric/empowered regions go to market approach

  • Previous cross-functional industry experience in commercial life sciences (pharma or biotechnology including cross functional experience in roles including, but not limited to sales/sales leadership, marketing, commercial operations, market access, P&L leadership) Exceptional strategic and business acumen skills to uncover underlying trends and insights and understand business performance through different lenses

  • Leadership and coaching capabilities to support the professional development of strategic capabilities in both leaders and team members

  • Ability synthesize and communicate complex multi-source information and communicate key insights, themes and opportunities

  • Ability to work in an ambiguous environment undergoing transformation

  • Demonstrated ability to lead without authority, need to be able to drive through execution across multiple internal and external functionally diverse stakeholders

  • Proven track record for consistently meeting or exceeding financial and/or other quantitative targets, as well as qualitative goals

  • In-depth knowledge of strategy development, including contracting strategy, administration and pull through is a strong plus

  • Previous field sales management and/or marketing experience in the Neuroscience or Nephrology market, or related industry is preferred

  • Strong understanding of healthcare compliance, legal and regulatory landscape

Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Annual Salary :

Minimum $174,491.00 - Maximum $260,935.00, plus annual incentive: The range shown represents a typical pay range or starting salary for candidates hired to perform the work. Other elements may be used to determine actual salary such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. This information is provided to applicants in accordance with states and local laws.

Company benefits: comprehensive medical, dental, vision and prescription drug coverage, company provided Basic Life, AD&D, Short-term and Long-term Disability insurance, tuition reimbursement, a 401(k) match, PTO allotment each calendar year, paid holidays, and paid leave programs as well as other company provided benefits.

Come discover more about Otsuka and our benefit offerings;


This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.

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