Head of Customer Engagement, Global CE&O

Biogen (Switzerland) seeks a Director to lead global customer engagement transformation, focusing on omnichannel strategies and digital capabilities in Baar, CH.

This leadership position is responsible for steering the global customer engagement vision and roadmap. As a key member of the GCE&O Leadership Team, the role ensures the company maintains its competitive edge through enhanced digital, social, and omnichannel capabilities.

Responsibilities

• Orchestrate a worldwide shift toward omnichannel models to create a unique customer experience.
• Manage the implementation of digital and omnichannel tools to boost operational efficiency and adaptability.
• Refine digital interactions to improve key customer touchpoints, providing clear direction for various markets.
• Supervise global program executions to ensure consistent standards across all regions.
• Develop and maintain a robust measurement framework to track, align, and evolve key performance indicators.
• Establish a unified social media approach that includes governance, guidance, and performance tracking.
• Create and direct a global training initiative focused on both technical expertise and interpersonal skills.
• Partner with senior leaders to identify and fulfill organizational learning requirements.
• Foster a culture of continuous innovation and improvement within the Global CE&O department.
• Identify emerging solutions by conducting market analysis and providing strategic recommendations.
• Apply principles of continuous improvement across all organizational processes.

Requirements

• At least 15 years of experience within the pharmaceutical or biotechnology sectors.
• A bachelor’s degree in a relevant field.
• Extensive senior-level experience in managing omnichannel and digital solutions.
• Demonstrated success in leading change management initiatives and managing teams.
• Strong strategic and analytical abilities focused on customer excellence.
• Experience in defining and implementing global strategies.
• Fluency in English.

Nice to have

• An MBA degree is preferred.
• Proficiency in additional languages is advantageous.
• Background in highly competitive market environments.
• Ability to think innovatively and solve complex problems.
• Strong personal presence and superior communication abilities.

What the company offers

• Job security and resources backed by an established organization.
• A workplace where individual efforts have a meaningful and visible impact.
• Significant opportunities for professional development, skill expansion, and career growth.

About the company

Biogen operates as a mid-sized biotechnology firm with a global team dedicated to excellence and pioneering innovation. The company’s mission is to care deeply, achieve excellence, and change lives, fostering an environment where every employee’s contribution matters.

• Global team with a commitment to excellence and a pioneering spirit.
• Mid-sized biotechnology company fostering an environment where individual contributions make a significant impact.
• Mission: Caring Deeply. Achieving Excellence. Changing Lives.