Associate Director, Customer Engagement – Commercial Excellence

Employment Type: Full-time

Position Overview

Moderna is at the forefront of revolutionizing medicine with its mRNA technology, offering a diverse pipeline of development programs across various diseases. Joining Moderna means becoming part of a continually growing organization, collaborating with exceptional colleagues and strategic partners worldwide to contribute to global health initiatives. This role offers a challenging and rewarding career experience with the potential to make a significant impact on patients' lives globally.

This individual contributor role reports directly to the General Manager and is mission-critical in shaping and executing Moderna’s commercial strategy in Germany. As the Associate Director, Customer Engagement – Commercial Excellence, you will lead national customer engagement and field excellence strategies, driving segmentation, CRM initiatives, and CSO team operations. You will lead customer engagement programs and commercial projects across key healthcare provider (HCP) segments, including General Practitioners (GPs) and pharmacies. With a strong focus on infield engagement in Germany’s West region and strategic oversight of customer data and insights, this role ensures alignment with Moderna’s commercial objectives and supports sustainable commercial growth. The opportunity to collaborate on generative AI-driven initiatives and best practice sharing across regions makes this a high-impact, forward-facing opportunity for experienced commercial leaders.

Responsibilities

Key Responsibilities:

• Lead the design and execution of customer engagement strategies to deepen relationships with stakeholders and optimize HCP engagement.
• Oversee CRM initiatives, ensuring tools and strategies drive enhanced customer experiences and align with Moderna’s commercial ambitions.
• Drive segmentation and targeting (S&T) strategies focused on GP offices and pharmacies, identifying high-impact customer segments and improving engagement efficiency.
• Provide national leadership for CSO operations, aligning infield and remote teams to commercial performance goals.
• Execute a strategic infield engagement plan for key GP offices, particularly across the West of Germany, building long-term partnerships and supporting product success.
• Spearhead AI/genAI-driven commercial projects in collaboration with marketing and medical affairs, bringing innovation to Moderna’s customer engagement models.

Additional Responsibilities:

• Lead commercial excellence projects across the territory, ensuring strategic alignment and operational execution meet the highest standards.
• Partner cross-functionally to integrate customer insights into national strategies and share best practices across the wider region.
• Drive continuous improvement initiatives that increase commercial impact and operational agility.
• Act as a national point of contact for customer operations, integrating data, insights, and engagement into scalable commercial programs.

Moderna Mindsets for Success

• Digitize Everywhere Possible: Utilize the power of code to maximize impact on patients. Success in this role will be fueled by your ability to lead AI/genAI-driven engagement formats and data-informed commercial strategies, translating digital opportunities into commercial wins through CRM optimization and segmentation analytics.
• Act with Dynamic Range: Drive strategy and execution simultaneously at every step. You will lead national-level strategies while executing targeted field initiatives, balancing vision and precision across CSO teams, S&T initiatives, and customer operations in real time.

Requirements

• Bachelor/Master/PhD’s Degree.
• 7+ years of leadership experience in customer engagement, commercial excellence, account management, or commercial operations.