Manager, Customer Support Programs

Type: Full Time
Location: Head Office, Montreal
Department: Sales, Marketing & Customer Support Programs
Reports To: Director, Customer Support Programs

Summary of Purpose:
To support Otsuka’s strategic plan achievement, the Manager, Customer Support Programs provides operational management including the planning, development and implementation of patient and other health care provider (HCP) support programs in Canada with the objective of delivering patients, caregivers and health care providers with a safe and convenient access to our products. When applicable, the Manager also support the Nurse Educator team by providing brand strategic direction and developing tools and programs for nurse customers.

• Lead the planning of Customer Support Programs (CSP) development and management supporting assigned brands/therapeutic areas as required by business needs
• Lead the development, oversee and be accountable for assigned operational PSP activities
• In collaboration with the respective Brand teams, define customer program elements, financial and co-pay assistance strategy and define key success factors
• Identify, select and manage third-party partners for the administration and operations of Otsuka programs
• Actively participate to the consultation of external stakeholders for optimal development and continuous improvement of the programs
• Define quality standards and key performance indicators for the programs to maximize its success
• Accountable for defining and managing the programs’ budget
• Ensure the conduct of programs is done according to internal, global, Canadian Provincial and Federal guidelines or procedures
• Interface with Medical Affairs and Business Franchises to ensure strategic and tactical alignment of the PSP team according to set plans
• Ensure effective communication across all teams and with centrally and regionally based staff
• When applicable, provide Brands strategy and develop plan of action to the Nurse Educator (NE) team
• Develop promotional and educational tools as well as teaching modules to be utilized by the NEs
• Identify innovative solutions for the optimal and safe use of the company products
• Contribute to the development of the short- and long-term strategic direction of the business through cross-functional collaborations and planning
• Reporting Safety Information, Product Quality Complaint and Customer Feedback as per training on current procedures

Qualifications and Key Competencies:
• Bachelor degree or higher
• Seven to ten years of experience in the pharmaceutical industry
• Experience in the management of patient support programs
• Understanding of Canadian market access environment
• Previous experience and success with patient advocacy campaigns and partnerships an asset
• Demonstrated vendor management skills
• Can track and manage budget
• Understanding and experience working within the Pharmaceutical Advertising Advisory Board
• Must be a dedicated team player
• Customer focused
• Strategic thinker
• Able to cope with ambiguity
• Superb written, verbal and presentation skills
• Approachable, interpersonal and political savvy, including comfort around higher management
• Can model Otsuka values of professionalism, integrity, quality and respect in the work environment
• Bilingual (English-French) preferred
• Has a very strong work ethic
• Embraces leadership opportunities and takes great pride in delivering planned objectives
• Is creative and flexible

Supervision of Others: