AVP, Global Operations, Customer Engagement Lead

Responsibilities

• Enterprise Customer Engagement Platform Ownership
• Lead the end-to-end integration of Content Hub (working title), Subscriptions, Digital Commerce, MarTech & CRM, Business Operations, and Regional Customer Engagement, ensuring they operate as a coherent, scalable customer engagement ecosystem.
• Set a clear overarching vision and shape an integrated, multi-year roadmap for customer engagement capabilities
• Own the operating model, governance, and roadmap for these capabilities, including prioritization, sequencing, and investment trade offs.
• Ensure platforms are designed for reuse, efficiency, and global scale, while remaining adaptable to regional and market needs.
• Market Engagement Model & Ways of Working
• Shape the future market engagement model in close partnership with Regional Customer Engagement teams.
• Drive consistent adoption of new ways of working across global, regional, and local teams, embedding clear interaction models, decision rights, and accountability.
• Ensure a clear end to end engagement flow from strategy translation through creation, localization, deployment, and performance feedback.
• Service Oriented Organization Leadership
• Build and scale a service-oriented Customer Engagement organization that enables markets and global functions through clearly defined, high-value services.
• Foster cross-functional collaboration and durable partnerships with Global Marketing Species Leads, priority markets and regions, and enabling functions (IT, Finance, Compliance).
• Establish governance covering decision rights, prioritization, and capacity allocation.
• Reduce duplication and fragmentation by aligning customer engagement services across the enterprise.
• Business Accountability, Value Realization & Governance
• Own business accountability and value realization for the continued development of Subscriptions, Digital Commerce, Business Operations, and Content Hub (working title).
• Establish and run governance forums to manage demand, prioritize initiatives, resolve trade offs, and track performance.
• Define and monitor KPIs related to adoption, customer experience, and commercial impact, ensuring transparency for senior leadership.
• Senior Leadership Alignment
• Align senior leaders across Global Operations, Global Marketing, Regions, and enabling functions to enable seamless collaboration with Customer Engagement teams and secure the right resources.
• Partner with senior leaders to shape and embed new customer engagement models and clear service-level expectations across Global Marketing, Customer Engagement, and Regions.
• Act as a trusted partner to executive stakeholders, providing clear narratives on progress, risks, and decisions.
• Represent Customer Engagement as a strategic enterprise capability, not a support function.
• Champion Company Values and Ways of Working
• Lead and direct a development for all culture, unleashing potential and development actions for the team.
• Education Requirement:
• Bachelor's Degree
• Required Technical Capabilities & Experience:
• 12+ years of experience as a senior leader managing multi-team organizations across global and regional/ local contexts.
• Proven ability to lead complex, enterprise-scale transformations with global scope and sustained adoption.
• Exceptional comprehension of customers and regional market dynamics within the Animal Health business.
• Deep understanding of omnichannel engagement and digital business models, including subscription-based and digital commerce models.
• Demonstrated ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change.
• Ability to navigate ambiguity and change management with an entrepreneurial mindset.
• Demonstrated strong project management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact.
• Strong executive

Benefits

Additional Information

Job Description The Associate Vice President, Global Operations, Customer Engagement Lead plays a pivotal part in shaping how Animal Health engages customers globally, enabling speed, consistency, and scale across markets. By integrating platforms, operating models, and ways of working, the Customer Engagement Lead directly supports the company's growth ambitions and elevates customer experience as a core enterprise capability. Reporting directly to the Senior Vice President, Global Operations, this role owns the customer engagement execution model, ensuring that Species-led global strategies are translated into scalable, omnichannel engagement solutions that are consistently adopted across global, regional, and local teams. The role carries enterprise accountability for business value realization, governance, and performance of customer engagement platforms, including Content Hub (working title), Subscriptions, Digital Commerce, MarTech & CRM, and Business Operations, while explicitly not owning species strategy or portfolio decisions.

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