Director of Customer Solution Engagement

The Director of Customer Solution Engagement owns the end-to-end strategy and execution for engaging a key customer group and individual Key Opinion Leaders (KOLs) to shape, refine, and evolve Community Pharmacy Solutions programs and services.

The core purpose of this role is to lead opportunities to gain valuable, actionable voice-of-the-customer feedback for solution enhancements while strengthening customer relationships.

This role is customer-centric and outcomes-driven - architecting the space, opportunity, and engagement format that enables Solutions Experts/SMEs to capture voice-of-the-customer insights and convert them into prioritized enhancements to existing solution offerings, increased adoption, and measurable business impact aligned to organizational priorities.

The Director serves as the primary relationship leader for the initiative, building trust and partnership at both the group and individual level, and ensuring customers experience a high-quality, value-focused engagement. By establishing strong governance, disciplined ways of working, and transparent communication, the Director drives alignment, removes barriers, and ensures stakeholders stay committed to shared outcomes - even when perspectives differ.

Working closely with internal Solutions Experts and cross-functional teams, the Director influences without direct authority to move work forward, continuously improve solutions, and strengthen long-term customer partnership.

Success in this role is defined by solution evolution, increased customer engagement, and tangible impact that supports growth and reinforces strategic objectives.

Duties and Responsibilities:

• Own and lead the customer solution engagement initiative end-to-end, providing strategic oversight of planning and execution (annual operating plan, engagement cadence, objectives, governance, resourcing, and success metrics) to ensure timely delivery of outcomes and measurable business impact.
• Responsible and accountable for assigned project to ensure it is within expected costs, resources, timelines and budget and meets expected quality standards while ensuring the engagement model enables actionable outcomes (insights, decisions, and follow-through) and measurable customer impact.
• Responsible to determine project scope and objectives, oversee project plans and monitor progress including leading the execution plan for the initiative (cadence, objectives per session/board, deliverables, decision points, and measures of success).
• Responsible to predict resources needed to reach project objectives, establish clear roles and define output they need to deliver including defining SME roles, solution ownership, and accountability for post-session execution.
• Responsible for implementing governance structure with defined roles and responsibilities and escalation pathways to accelerate decisions, resolve conflicts, and maintain momentum across internal teams and the customer stakeholder group.
• Ensures effective and transparent communication and working relationships with customers and internal team members to strengthen trust and partnership.
• Manage change with the team when necessary to meet project deliverables and to adapt the engagement approach based on feedback, business needs, and evolving priorities.
• Accountable that all participants are onboarded, trained accordingly and aware of their responsibilities within the engagement.
• Support and participate in strategic processes by taking initiative to identify opportunities, expand impact, and evolve the role as business needs emerge.
• Lead inter-agency discussions, calls and alignment meetings to drive stakeholder alignment, resolve conflicting perspectives, and secure timely decisions and commitments.
• Understand customers business, brands, organizational structure, and processes.
• Develop and coordinate engagement content (agendas, pre-reads, discussion guides, and follow-ups) to enable productive SME-led discussions, capture actionable voice-of-the-customer insights, and document decisions, owners, and next steps.
• Develop and present, as needed, internal and customer-facing executive summaries on the status, progress, risks, decisions, and outcomes of this high-visibility initiative.
• Identify opportunities to bring value to our customer's businesses, and grow business organically.
• Manage, coach, and grow team members.
• Be willing and able to travel up to 25%.
• Perform other duties as assigned.

Experience and Education:

• Bachelor's degree in a relevant discipline and/or PMP certification is preferred or equivalent experience.
• Requires 8+ years' experience.
• Experience leading customer advisory boards, KOL programs, or customer forums.
• Experience capturing and translating voice-of-the-customer insights into prioritized recommendations, action plans, and measurable outcomes.
• Project management experience preferred.
• Experience with developing cross channel assets is a plus.
• Experience managing smaller events/event planning is a plus.
• Prior retail pharmacy experience is a plus.

Skills and Abilities:

• Customer orientation and management with strong relationship leadership at both group and individual levels.
• Meeting design and facilitation
• Insight synthesis and prioritization.
• Outcome orientation and value tracking
• Teamwork, collaboration, and relationship building.
• Ability to lead, inspire action, and drive initiatives successfully through influence without direct authority.
• High judgment and discretion when managing sensitive customer dynamics and differing viewpoints.
• In- depth knowledge of buying group relationships.
• Expertise in Community Pharmacy Solutions programs and services.
• Strong presentation and communication skills with the ability to build consensus and secure alignment among key stakeholders.
• Flexibility
• Planning & problem solving
• People management
• Strong organizational and decision-making skills.
• Self-starter mentality with a proactive approach to recognizing opportunities and expanding scope/responsibility.

#LI-MP1

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

.