Executive Director, Head of External Engagement

Legend Biotech is seeking an Executive Director, Head of External Engagement as part of the Commercial team based in Bridgewater, NJ.

Role Overview

The Head of External Customer Engagement is a senior executive responsible for leading the thought leader liaison and clinical educator teams by developing and implementing strategies to enhance a company's relationships with its external clients and stakeholders, drive loyalty, and ensuring a seamless, positive experience across all touchpoints. This role is a strategic liaison, focusing on long-term value and growth rather than just single transactions.

This position will be based in Bridgewater and will be a member of the Commercial LT.

Key Responsibilities

• Relationship Management: Building and sustaining strong, long-lasting relationships with key client stakeholders, acting as a trusted advisor and the "voice of the customer" within the
• Strategy Development: Developing and executing comprehensive customer engagement strategies that align with business objectives, focusing on customer retention, satisfaction, and loyalty.
• Cross-functional Collaboration: Working closely with internal departments such as marketing, sales, product development, and customer support to ensure consistent messaging and a unified, high-quality customer experience.
• Data Analysis & Insights: Utilizing customer feedback, surveys, and data analytics to identify trends, pinpoint pain points, measure ROI, and inform strategic decisions for improvement in products or services.
• Advocacy & Issue Resolution: Proactively addressing client concerns, managing escalated complaints, and advocating for customer needs internally to ensure the company effectively responds to market initiatives and challenges.
• Communication & Events: Leading the development of external communication strategies, managing channels, and coordinating events or programs (such as loyalty programs or industry forums) to keep customers informed and engaged with the brand.
• Leadership & Team Development: Building and coaching high-performing engagement teams, fostering a customer-centric culture across the organization.
• Gather Data and Insights: Use surveys, interviews, reviews, and analytics to understand customer demographics, behaviors, pain points, and preferences.
• Map the Customer Journey: Identify all customer touchpoints from initial awareness to post-purchase support to pinpoint opportunities for engagement and potential friction points.
• Provide Exceptional Customer Service: Ensure customer-facing teams are well-trained, empathetic, and empowered to resolve issues quickly across all channels (email, social media, live chat, phone).
• Maintain Product/Service Quality: Consistently deliver a high-quality product or service that meets or exceeds customer expectations. Quality is a cornerstone of customer retention.
• Build a Brand Community: Create online forums, social media groups, or host events where customers can interact with each other and the brand.
• Encourage User-Generated Content: Invite customers to share their experiences, reviews, and photos/videos using the product. Acknowledging and sharing this content can boost engagement and build social proof.

Requirements

• B.S. Business or related field. Degree required; MBA desirable.
• 10+ years in the pharmaceutical/biotech industry.
• Minimum 5 years managerial level work experience.
• Direct functional leadership responsibilities including Marketing, Sales, Commercial Operations, or Training & Development.
• Comfortable working at all levels of the organization.
• Proven track record of attaining organizational and personal objectives.
• Able to travel 60% of the time.
• Strong work ethic and customer service mentality.
• Adaptable, strong team player with outstanding communication skills and ability to work with all functional areas.
• Proficient in working with Sales and Marketing leaders to develop short and long-term goals that are specific to our sales organization.
• Strong negotiator with others, incorporating various strategies and desired outcomes.
• Ability to influence all customers (both internal and external) on issues that impact the business.
• Proven track record in improvements in sales force sizing, dashboard automation design and implementation.

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