Entrepreneurial Spirit, Rooted in Tradition. Mitsubishi Tanabe Pharma America, Inc. (MTPA) is a U.S. subsidiary of Mitsubishi Tanabe Pharma Corporation (MTPC) in Japan, which touts a storied reputation more than 300 years in the making. Our parent company - one of Japan’s most respected - is a research-driven pharmaceutical company that has tirelessly pursued medical breakthroughs with global reach. MTPC has discovered and produced several first-in-class medicines for serious diseases, including multiple sclerosis (MS), diabetes mellitus (DM), and amyotrophic lateral sclerosis (ALS).

MTPA is rapidly expanding its operations across all functional areas. MTPA’s commitment to patients and their communities continues with a robust late-stage pipeline of investigational treatments for difficult-to-treat diseases and commercializing products with significant unmet medical needs in North American markets.  In the United States, MTPA launched rare diseases treatments including RADICAVA® (edaravone) injectables in 2017, EXSERVAN™ (riluzole) oral film in 2021, and RADICAVA® (edaravone) oral suspension in 2022.  The company handles research, clinical development, sales, marketing, medical affairs, and business development functions.  MTPA is dedicated to improving the treatment environment for those with debilitating diseases, researching on real-world evidence, and creating hope for all facing illness. 

The Associate Director, Customer Journey plays a pivotal role in orchestrating the end-to-end customer experience throughout the patient journey. From diagnosis, to the initial treatment decision-making process involving patients, caregivers, and healthcare professionals, to treatment initiation and maintenance, this position integrates expertise from Multichannel Marketing (MCM), Patient Support, Market Access, and Marketing. Reporting to the Senior Director of Multichannel Marketing & Patient Support, this role provides strategic direction and executes initiatives to enhance the overall customer experience and drive business results.

• Customer Journey Ownership
  • Utilize extensive subject matter expertise to map, curate, and own the customer journey, integrating insights from Multichannel Marketing, Patient Support, Market Access and Marketing to support a comprehensive end-to-end patient, care partner, and healthcare professional (HCP) experience.
• Strategic Direction
  • Actively contribute to strategic brand discussions, leveraging data-driven insights and journey best practices to enhance the patient experience, customer satisfaction, and overall brand performance across all stages of the patient journey.
• Data Analytics
  • Analyze data from diverse internal and external sources (eg, digital platforms, prescription claims data, specialty pharmacy adjudication, patient support activity, market research, and CRM systems) to define the customer journey strategy and inform tactical plans including channel selection, partner services, and technology.
• Campaign Analysis and Reporting
  • Evaluate and monitor campaign effectiveness using a comprehensive set of internal and external data sources to analyze business impact and ROI and report to senior management and key stakeholders.
• Patient Support Transformation
  • Support leadership in executing the Patient Support Transformation initiative, collaborating cross-functionally to evolve the customer journey and enhance
    the patient experience.
• Cross-Functional Liaison
  • Serve as the primary liaison for the customer experience across all stages of the customer journey, collaborating with colleagues across the commercial organization to make necessary adjustments, updates, and recommendations.

• Bachelor's degree required
• MBA or graduate-level degree preferred
• Background in management/marketing consulting. A minimum of 10 years in roles that directly contribute to enhancing the customer experience and meeting the needs of customers, 6 years of which should be in healthcare, pharmaceuticals, CPG or related industries, with specific expertise in multichannel marketing, patient support, and market access.
• Comprehensive Understanding of the Customer Journey
  • Demonstrated expertise in comprehending and analyzing
    the intricacies of the end-to-end customer journey within
    the pharmaceutical industry.
  • Ability to identify key touchpoints, pain points, and opportunities for optimization throughout the patient journey.
  • Proficiency in integrating insights from various functions such as Multichannel Marketing (MCM), Patient Support, Market Access, and Marketing to create a holistic understanding of the customer experience.
  • Ability to establish governance for mapping and maintaining
    all activities within the Customer Journey, spanning across MCM, Patient Support, Market Access, and Marketing.
• Data Analytics Proficiency
  • Advanced skills in data analysis, manipulation, and interpretation, with a focus on leveraging data to drive strategic decision-making.
  • Experience in analyzing diverse datasets, including but not limited to audience engagement metrics from digital platforms, prescription claims data, specialty pharmacy adjudication data, patient support activity and experience data, market research, and CRM data.
  • Ability to provide guidance and troubleshoot data inconsistencies as they arise, and ensure data accuracy across all customer journey initiatives.
• Campaign Measurement and Reporting
  • Ability to develop measurement plans that inform all business and data requirements.
  • Experience in creating dashboards and executive summaries to monitor key performance indicators (KPIs) and track campaign performance in real-time.
  • Capability to lead in-depth analyses of metrics, including ROI analysis, attribution modeling, customer segmentation, and cohort analysis.
  • Proficiency in developing comprehensive reports and presentations that effectively communicate analytical findings, insights, and recommendations.
• Key Competencies in Project Management and Stakeholder Engagement
  • Comprehensive knowledge of regulatory requirements and a commitment to ethical considerations in patient engagement
    and program development.
  • Experience managing agencies, vendors, and project support teams, with the ability to implement changes when needed to achieve project objectives.
  • Ability to prioritize, plan, and lead both internal and external teams to achieve project objectives by anticipating project needs, next steps, and management requests.
  • Astute in managing multiple projects and competing demands
    at the same time, with a proven ability to prioritize, multi-task
    and meet deadlines on multiple, concurrent projects.
  • Demonstrates responsiveness, attention to detail, and follow-through, with a keen ability to probe and ask questions that reveal gaps and get to the root of the core issues.
  • Excellent interpersonal skills coupled with sensitivity for the patient’s journey; ability to interact effectively with patients, caregivers, advocates, and others.
  • Excellent written/verbal communication and formal presentation skills, that clearly define “the story that needs to be told”, including the data that informs and supports the story.
• Continuous Learning and Adaptability
  • Relentless commitment to staying abreast of current and future unmet needs, trends, preferences across all stages of the
    patient journey as the market landscape evolves.
  • Commitment to staying updated on emerging trends, technologies, and methodologies in data analytics and
    marketing analytics.
  • Agility in adapting to evolving business needs, market dynamics, and regulatory changes within the pharmaceutical industry.
  • Willingness to explore and experiment with innovative data analytics approaches and tools to drive continuous improvement and innovation in customer engagement strategies.

Our Value Proposition:

Enjoy the fast-moving, entrepreneurial spirit more typically found in a small biotech, complemented by the benefits of a global pharmaceutical/chemical conglomerate.  At this time, Mitsubishi Tanabe Pharma America offers our employees unparalleled opportunities for career success coupled with a supportive level of employee benefits.

MTP provides a competitive benefits package inclusive of Medical and Dental health benefits, short-term and long-term disability plans, Company Paid and Supplemental Life insurance and additional voluntary benefits such as Critical Illness Insurance, Accident Insurance, Legal Plan, and ID Theft Protection.  In addition, we provide a generous PTO policy based on tenure, commencing with 24 PTO days, pro-rated based on hire date.

The salary range for this position is $129,000 - $220,000. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary may be subject to a geographic adjustment (according to a specific city and state and depending on the role), if an authorization is granted to work outside of the location listed in this posting.

This position is eligible to participate in our annual Short-Term Incentive (STI) program.  Specific information about the plan including eligibility rules and target, will be furnished upon hire.

This position is eligible to participate in our Long-Term Incentive (LTI) program.  Specific information about the plan including eligibility rules and target, will be furnished upon hire.