Executive Director, Head of External Engagement

Legend Biotech is a global biotechnology company dedicated to treating and, one day, curing life-threatening diseases. Headquartered in Bridgewater, New Jersey, we are advancing the next generation of cell therapy through a portfolio of innovative technologies, including autologous, allogeneic, and in vivo cell therapy approaches. Our research spans chimeric antigen receptor T-cell (CAR-T), T-cell receptor (TCR-T), natural killer (NK) cell-based therapies, and other emerging platforms designed to transform the treatment of serious diseases.

About the role

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 ensure 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 Leadership Team.

Responsibilities

• Building and sustaining strong, long-lasting relationships with key client stakeholders, acting as a trusted advisor and the "voice of the customer" within the organization.
• Developing and executing comprehensive customer engagement strategies that align with business objectives, focusing on customer retention, satisfaction, and loyalty.
• 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.
• 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.
• Proactively addressing client concerns, managing escalated complaints, and advocating for customer needs internally to ensure the company effectively responds to market initiatives and challenges.
• 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.
• Building and coaching high-performing engagement teams, fostering a customer-centric culture across the organization.
• Gathering data and insights using surveys, interviews, reviews, and analytics to understand customer demographics, behaviors, pain points, and preferences.
• Mapping the customer journey to identify all touchpoints from initial awareness to post-purchase support to pinpoint opportunities for engagement and potential friction points.
• Ensuring customer-facing teams are well-trained, empathetic, and empowered to resolve issues quickly across all channels (email, social media, live chat, phone).
• Maintaining product/service quality to consistently deliver a high-quality product or service that meets or exceeds customer expectations.
• Building a brand community by creating online forums, social media groups, or hosting events where customers can interact with each other and the brand.
• Encouraging user-generated content by inviting customers to share their experiences, reviews, and photos/videos using the product. Acknowledging and sharing this content to boost engagement and build social proof.

Requirements

• B.S. in Business or related field; MBA desirable.
• 10+ years in the pharmaceutical/biotech industry.
• Minimum 5 years of 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 specific to the sales organization.
• Strong negotiator, 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.

Pay

The base pay range is $294,483 - $386,511 USD. Other types of pay include performance-based bonus and/or equity for eligible roles.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with a company match that vests fully on day one.
• Eight weeks of paid parental leave after three months of employment.
• Paid time off policy including vacation time, personal time, sick time, floating holidays, and eleven company holidays.
• Flexible spending and health savings accounts.
• Life and AD&D insurance, short- and long-term disability coverage.
• Legal assistance and supplemental plans such as pet, critical illness, accident, and hospital indemnity insurance.
• Voluntary commuter benefits, family planning and care resources.
• Well-being initiatives and peer-to-peer recognition programs.

Note: These benefits are offered exclusively to permanent full-time employees. Contractors are not eligible for benefits through Legend Biotech.