Customer Experience Director- Mid Atlantic
Lantheus (NASDAQ: LNTH) is the leading radiopharmaceutical-focused company, delivering life-changing science to enable clinicians to Find, Fight and Follow disease to deliver better patient outcomes. Headquartered in Massachusetts with offices in New Jersey, Canada, Germany, Sweden, Switzerland and United Kingdom, Lantheus has been providing radiopharmaceutical solutions for nearly 70 years.
Today, we’re expanding our portfolio and pipeline across oncology, neurology and cardiology. Through recent acquisitions, along with strategic partnerships across the life sciences ecosystem, we are accelerating our efforts to advance precision medicine and improve patient outcomes around the world.
At Lantheus we are purpose-driven, and every employee plays a vital role in our success. We’re dedicated to cultivating a high-growth, forward-thinking culture where innovation thrives and diverse perspectives drive meaningful progress.
Join us and be part of a company where your contributions make a real impact, because we know someone’s health is in our hands.
Role Summary:
The Customer Experience Director plays a critical role in ensuring Lantheus products are available to purchasing customers and patients. This role is responsible for a region of external purchasing customers to coordinate daily dose availability and supply in markets across their geography. The Director is also an integral part of a cross-functional team including Market Access, Strategic Accounts, Medical, Integrated Health Systems and other functions to identify business opportunities, address challenges and ensure availability and pull through of Lantheus products. This role is also focused on maximizing the available dose activity at assigned PET Manufacturing Facilities (PMFs) to ensure optimal distribution to ordering institutions. The incumbent will oversee and monitor daily logistics for the Lantheus portfolio including product transported to customers throughout the country that do not have local product manufacturing capabilities. The incumbent will create cost analysis models and recommend decisions, determine product availability and radioactivity, calibration times, and will partner with the Lantheus Supply Chain and Logistics Team to arrange flights, pickup, and deliveries as needed.
The role will manage and work to enhance the end-to-end customer experience of ordering and utilizing Lantheus brands through coordination of internal and external communications between all stakeholders. The incumbent will directly oversee ordering, supply, and capacity communications as well as customer complaints within their geography; tracking and responding to customer experience issues and escalate for resolution as needed. This role will also act as the key contact for product logistics and communicate daily as needed with all stakeholders including end customers, sales, commercial leadership, pharmaceutical manufacturing facilities (PMFs) and logistics partners.
The Customer Experience Director is responsible for the creation and implementation and tracking of appropriate performance metrics, actionable insights and forward-looking solutions to address customer-facing defects. The incumbent will hold internal and external partners accountable to meeting agreed performance expectations. The Director will also identify, develop and recommend solutions to resolve issues and implement effective corrective actions.
Essential Capabilities/Competencies:
- Experience in managing customer relationships, ideally in medical industry
- Participate in launch-readiness workstreams to support inline and pipeline products
- Proactively engage with internal and external customers to provide dose redundancy when manufacturing issues are identified
- Advise on market entrance or exit with pharmaceutical manufacturing facilities
- Seek trusted-advisor status with customers in assigned geography and elevate the Lantheus customer experience by ensuring customers receive the hig