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 Somerset, New Jersey, we are developing advanced cell therapies across a diverse array of technology platforms, including autologous and allogenic chimeric antigen receptor T-cell, T-cell receptor (TCR-T), and natural killer (NK) cell-based immunotherapy. From our three R&D sites around the world, we apply these innovative technologies to pursue the discovery of safe, efficacious and cutting-edge therapeutics for patients worldwide.

Legend Biotech entered into a global collaboration agreement with Janssen, one of the pharmaceutical companies of Johnson & Johnson, to jointly develop and commercialize ciltacabtagene autolecuel (cilta-cel). Our strategic partnership is designed to combine the strengths and expertise of both companies to advance the promise of an immunotherapy in the treatment of multiple myeloma.

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 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, NJ, 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, pinpointing 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 experience that meets or exceeds customer expectations.
• Building a brand community through online forums, social media groups, or hosted 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, and 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 for this role is $294,483 USD - $386,511 USD. Actual compensation may vary based on experience, skills, qualifications, and geographic location. The company reserves the right to modify this range as needed and in accordance with applicable laws. 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.