Customer Project Manager

About the Role

We are looking for a commercially astute and customer-focused Customer Project Manager to lead the development and execution of value-based account plans across an assigned portfolio of customers and accounts.

This is a highly collaborative field-based role that brings together account management, scientific engagement, brand execution and cross-functional leadership. You will act as the single point of accountability for assigned-account execution, orchestrating local cross-functional account teams and translating customer insights, therapeutic-area expertise and approved engagement priorities into measurable outcomes for patients and the business.

You will lead through expertise and influence rather than formal authority, working closely with Sales, Marketing, Medical, Market Access, Strategic Value, Compliance and Supply colleagues to deliver coordinated, insight-driven customer engagement.

What You Will Do

Value-Based Account Management

You will:

• Lead and orchestrate a cross-functional account team to deliver the territory account plan through value-based account planning and execution.
• Develop integrated, insight-driven account plans aligned with brand and access strategies, establishing clear objectives, KPIs and review cycles.
• Grow revenue and market share and meet or exceed agreed targets by tailoring resources and engagement to customer needs, patient pathways and the local healthcare environment.
• Develop detailed account and stakeholder maps, identifying decision pathways and influence points across the customer ecosystem.
• Identify patient-pathway barriers and opportunities across screening, diagnosis, treatment initiation, monitoring and patient support.
• Track account performance, risks and opportunities, dynamically adapting tactics and leading the account team towards agreed outcomes.
• Build and coordinate networks of Centres of Excellence and support effective qualification, treatment continuity and diagnostic referral pathways.
• Support diagnostic solutions within relevant centres, including novel diagnostic tools, and facilitate appropriate referral pathways where required.
• Manage the agreed customer portfolio and field coverage, including account objectives, contact priorities, activity plans and documented outcomes.
• Contribute to local business, account and brand planning through customer insights, therapeutic-area expertise and field intelligence.
• Translate approved engagement priorities into effective execution within assigned accounts.

Cross-Functional Leadership and Customer Engagement

A central part of the role will be coordinating colleagues across functions and creating shared accountability for account delivery. You will:

• Prepare and lead comprehensive, solution-driven territory plans with full cross-functional involvement.
• Act as the coordinator and lead for the local cross-functional account team, convening operational and Integrated Field Team meetings where applicable.
• Align stakeholders around account priorities, coordinate agreed activities and drive accountability for delivery.
• Conduct peer-to-peer-style engagements with healthcare professionals, including balanced scientific discussions focused on shared objectives.
• Understand customers’ underlying needs and motivations, capture these accurately in CRM systems and use the resulting insights to tailor future interactions and content.
• Collaborate regularly with the Marketing Engagement Lead, sharing account-level insights about customer needs, barriers and customer-journey experiences.
• Translate approved engagement strategies and customer-journey priorities into execution across assigned accounts.
• Provide timely account-level input to the Sales Lead and Marketing for commercial and business planning activities, including ABP, MRP, MYC, forecasting and sales-data reviews.
• Demonstrate the resilience, assertiveness and persistence needed to overcome access barriers and build credibility with busy specialists and established customer networks.
• Use the appropriate internal referral route for requests outside the role’s scope, including procurement, tender, supply-chain or access-related matters.

External Stakeholder Engagement and Brand Execution

You will build long-term partnerships across the healthcare ecosystem and deliver high-quality execution of approved brand and customer strategies. This will include:

• Developing and strengthening relationships between Takeda and strategic accounts, key opinion leaders and other relevant stakeholders.
• Supporting the involvement of external experts in appropriate educational and scientific initiatives.
• Providing input into the local brand plan and executing the approved marketing and brand strategy for assigned products.
• Supporting the achievement of short and long-term strategic, customer and revenue objectives.
• Using patient-centric storytelling to highlight unmet needs, appropriately challenge established treatment norms and differentiate Takeda’s offering.
• Tailoring content, engagement cadence and channels to individual customer preferences.
• Using an effective mix of face-to-face, real-time virtual and other approved omnichannel engagement approaches.
• Developing networks of relevant patient-programme stakeholders, including healthcare professionals, nurses and patient organisations.
• Supporting the implementation of home-care solutions where applicable.
• Delivering approved local educational, disease-awareness and diagnostic projects.
• Building understanding of the market through patient-flow analysis, customer segmentation and competitor assessment.
• Identifying customer and business needs that require marketing support and contributing to the prioritisation and delivery of approved activities.
• Working with the Marketing Engagement Lead, Marketing and Sales Lead, and through the Integrated Field Team where applicable, to deliver agreed activities against clear objectives, budgets, timelines and success measures.
• Supporting successful launch preparation and execution for new products, indications and services through customer engagement, stakeholder readiness and effective territory execution.

Insights, Evidence and Analytics

You will use customer, account and market information to support high-quality business decisions and continuously improve account execution. You will:

• Systematically capture, structure and communicate field insights.
• Translate insights into recommendations, next-best actions and updates to account strategies.
• Provide structured and actionable feedback on customer needs, local barriers, competitor activity, content gaps and potential adaptations.
• Work with Strategic Value and other relevant teams to ensure insights inform commercial, account and marketing strategies.
• Educate relevant stakeholders on the interpretation of clinical data and its connection to real-world evidence and patient outcomes.
• Use CRM, approved AI-enabled tools, dashboards and analytics to prioritise accounts, prepare customer interactions and adapt engagement based on evidence.
• Maintain timely and accurate customer, account and market information.
• Produce measurable engagement and outcome reporting.
• Use available data to refine targeting, optimise resource allocation and focus activity on the highest-value opportunities.
• Contribute customer-demand insights, forecasting assumptions and market intelligence to demand-planning and product-availability processes.
• Collaborate with Supply and Commercial teams to help anticipate and respond to customer and market needs.

Operational Contribution and Governance

You will contribute agreed customer, account and market inputs to operational Sales and Marketing processes while retaining ownership of account-level execution and cross-functional account governance.

The applicable Governance model will clarify the operational allocation of activities, including meeting ownership, approvals and escalation routes. However, it does not remove the Customer Project Manager’s accountability for delivering execution within assigned accounts.

What You Will Bring

Experience and Qualifications

You will ideally bring:

• A bachelor’s degree in life sciences, business or a related discipline.
• A master’s degree or MBA would be advantageous.
• At least five years of relevant pharmaceutical or specialty sales, key account management or brand management experience.
• At least three years of experience within a hospital and/or specialty-care environment.
• Proven experience leading through influence and coordinating cross-functional teams without formal authority.
• Strong understanding of the relevant therapeutic area, patient pathways and the local healthcare and reimbursement system.
• Experience in account planning, brand planning, negotiation, analytics, omnichannel engagement and CRM.
• Experience with Value-Based Key Account Management methodologies and care-pathway analysis.
• Fluency in the relevant local language and a good command of English