Capability Building & Customer Excellence Manager
Hybrid · Selangor, Malaysia
Job Summary
Capability Building & Customer Excellence Manager responsible for deploying local capability-building programs, enabling adoption of International Commercial Excellence practices, and coordinating patient experience initiatives in a regulated healthcare environment. The role requires turning global frameworks into practical local execution, leveraging data and AI to improve learning impact, and partnering across internal teams and external vendors. Key activities include localizing global programs across Marketing, Sales, Medical Affairs and Value & Access; building a 12–24 month capability roadmap; designing and delivering training and enablement with AI upskilling; orchestrating International Commercial Excellence deployment locally with governance, dashboards, and change management; coordinating patient experience and patient solutions, including vendor management and governance; measuring adoption and impact using insights to simplify processes; and collaborating with cross-functional partners to ensure seamless patient journey support.
Required Qualifications
- Minimum 7 years of experience in capability building, learning, commercial excellence, customer excellence, marketing operations, transformation, consulting, project management or related roles.
- Experience in pharmaceutical, healthcare or another complex regulated environment, with a strong understanding of governance, compliance and ethical ways of working.
- Proven ability to localize global strategies or frameworks into country-level execution plans, scalable workshops and measurable adoption activities.
- Hands-on experience designing or delivering training, learning journeys, soft-skills development, capability assessments or change enablement programs.
- Strong AI and digital savviness, with the ability to reimagine how teams learn, adopt new tools and apply technology to improve performance.
- Excellent project orchestration skills, including planning, dependency management, stakeholder coordination, action tracking and continuous improvement.
- Ability to work with data and dashboards to identify process gaps and improvement opportunities
- Excellent communication skills, able to translate complex frameworks and process concepts into clear, accessible guidance and tools for local teams.
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