Customer Engagement Training Lead (m/f/d)– Germany

 

Key Interactions: Country President and Country Leadership Team, Commercial Platform Lead, BU Leads, Sales Directors and Sales Managers, Marketing and Medical Leads, HR, Legal and Compliance, IDM CET Excellence Leads, Regional and Global CET Leadership.

Key External Interactions: Strategic training partners and vendors, consultants, industry and professional learning bodies.

 

ROLE SUMMARY

The Customer Engagement Training (CET) Country Lead Germany, reporting to the CET Lead for France, Germany, Japan and IDM, is the senior leader accountable for First Line Manager (FLM) and customer-facing colleague (CFC) capability building in the German market. The role sets the capability and training strategy for the country, owns the training Operating Plan and budget, and ensures that capability investments translate into measurable business outcomes across all Business Units. The role chairs local training governance and is the single point of accountability for CET in Germany.

As a strategic partner to the Commercial, the CET Country Lead shapes how commercial capability is built in Germany, translating global content and regional direction into a market strategy that anticipates business needs rather than reacting to them. The role leads and develops a team of Training Managers, represents Germany in regional and global CET forums, influences cross-market capability priorities.

 

ROLE RESPONSIBILITIES

• Capability Strategy & Leadership: Define and own the CFC capability strategy for Germany across skills and brand training, aligned with the country commercial strategy and the regional CET agenda, and secure endorsement from the Country Leadership Team.

• Translate business strategy, launch plans and portfolio priorities into a country capability roadmap, anticipating the future skill needs of the field force and the evolving customer engagement model.
• Set priorities and make resource allocation decisions across all BUs, resolving competing demands and trade-offs with BU Leads to maximize business impact.

• Training Plan Execution & Governance: Hold end-to-end accountability for the design, delivery and quality of skills and brand training plans for all CFCs in Germany. Chair local training governance, setting standards, approving plans and ensuring decisions are aligned with business priorities.
• Performance & Impact: Define and track capability KPIs and learning impact measures linked to business outcomes (e.g. customer engagement quality, launch readiness, field performance). Report results and recommendations to the Country Leadership Team and regional CET leadership, and adjust the strategy based on evidence.
• People Leadership: Lead, coach and develop a team of Training Managers, setting objectives, managing performance and building a strong talent pipeline, including succession planning for key roles. Build a team culture of high standards, accountability, engagement and continuous learning.
• Senior Stakeholder Partnership: Act as a trusted partner and capability advisor to the Country President, Country Leadership Team, Commercial Platform Lead, BU Leads and Sales Directors, shaping capability priorities and influencing decisions on how the commercial organization is developed and set for success. Represent CET in relevant country leadership forums.
• Regional & Global Influence: Represent Germany in regional and global CET forums, co-shaping regional strategy and implementation plans with the Cluster Leads and Excellence teams. Lead or sponsor cross-market initiatives and share German best practice across the region.
• Transformation & Change Leadership: Lead change management for evolving customer engagement and working models in Germany, in partnership with senior country leaders and regional excellence teams, ensuring the field force is ready for new ways of working, including omnichannel and digital/AI-enabled engagement.
• Innovation in Learning: Drive the adoption of innovative, digital and data-driven learning approaches so that the team consistently delivers best-in-class programs. Design and deliver leadership and managerial development for the Sales Leadership Team as needed.
• Financial & Operational Excellence: Own the annual training Operating Plan and budget, ensuring effective and efficient use of resources. Lead the vendor and partner strategy, including selection, contracting and performance management of strategic training providers in line with procurement policies, and continuously raise the quality of training services and customer satisfaction.
• Local requirements: Accountable for ensuring all CET activities in Germany comply with local regulation, internal policies and audit requirements, maintaining close partnership with Legal, Compliance, the Works Council (as applicable) and other relevant functions, and proactively identifying and mitigating risks.

 

Education, Skills, and Experience:

• A bachelor’s degree is required; an advanced degree (e.g. MBA) is preferred.
• A minimum of 12 years of professional experience in training, commercial excellence or a related area, including a strong commercial background.
• Proven track record of setting capability strategy and leading large-scale sales training programs, preferably within the pharmaceutical or healthcare industry (or transferable experience).
• Substantial people leadership experience, with a track record of building and developing high-performing teams of managers or senior professionals.
• Demonstrated ability to partner with and influence senior leaders at country leadership team level in a complex matrix organization.
• Experience owning budgets and managing strategic vendor and partner relationships.
• Proven experience leading organizational change and transformation initiatives.
• A deep understanding of the business environment, commercial drivers and customer landscape, with the ability to shape strategic solutions.
• Fluency in German and English.

 

Competencies:

• Strategic Vision: Ability to set a market capability strategy and translate it into a clear vision and plans that positively impact business results.
• Impact and Influence: Executive presence and credibility to influence the Country Leadership Team and regional and global stakeholders, with a flexible style that positively impacts colleagues at all levels.
• Business Acumen: Deep understanding of the commercial business and its performance drivers to set priorities, make trade-off decisions and give clear guidance.
• Leading and Developing Leaders: Coaching, empowering and developing talent, building capability and succession within the team.
• Change Leadership: Leading transformation and driving the adoption of new ways of working across the organization.
• Decision Making and Accountability: Making sound, timely decisions in ambiguous situations and taking ownership of outcomes.
• Senior Facilitation: Credibility and expertise to design and facilitate high-impact sessions for senior leaders.

 

 

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