Executive Director, Customer Engagement and Experience Community Lead

Join us as we transform immunology and deliver medicines that help autoimmune patients get their lives back. argenx is preparing for multi-dimensional expansion to reach more patients through a rich pipeline of differentiated assets, led by VYVGART, our first-in-class neonatal Fc receptor blocker approved for the treatment of gMG, and with the potential to treat patients across dozens of severe autoimmune diseases.

We are building a new kind of biotech company, one that maintains its roots as a science-based start-up and pushes our commitment to innovate across all corners of our business. We strive to inspire and grow our company, our partnerships, our science, and our people, because when we do, we deliver more for patients. 

Executive Director, Customer Engagement & Experience Marketing Community Lead

As the Executive Director, Customer Engagement & Experience Marketing Community Lead, you are accountable for leading the enterprise capability that coordinates HCP and KOL engagement across therapeutic communities and functions. You will set the enterprise customer engagement and experience strategy, establish experience standards, lead the TLL organization, and strengthen cross-functional orchestration to deliver a more connected and consistent “One argenx” customer experience.

Reporting to the VP, HCP Experience, you will partner closely with Therapeutic Community Leads, Indication Strategy Leads, Field Leadership, Medical Affairs, Clinical Development, Digital, Insights, and other enterprise partners to align customer planning, KOL engagement, journey design, and customer insights while maintaining strong connectivity to therapeutic community priorities.

Roles & Responsibilities

Enterprise Customer Engagement & Experience Strategy

• Set and lead the enterprise HCP customer engagement and experience strategy across therapeutic communities, brands, indications, and lifecycle stages.

• Translate HCP Experience priorities into clear engagement principles, experience standards, and cross-community ways of working.

• Maintain the enterprise view of customer needs, journey pain points, engagement opportunities, and experience gaps, elevating customer insights to inform senior decision-making.

• Establish an integrated HCP engagement framework connecting customer insights, journey design, cross-functional planning, TLL / KOL engagement, omnichannel activation, and performance measurement.

• Coordinate engagement planning across Commercial, Medical Affairs, Clinical Development, Field, and therapeutic communities to improve prioritization and reduce fragmented or duplicative outreach.

• Shape journey design, voice-of-customer integration, and experience measures that improve the relevance, consistency, and impact of HCP interactions.

• Define requirements for customer visibility and engagement orchestration tools in partnership with Digital and enterprise technology teams.

TLL & KOL Leadership

• Lead and develop the TLL field organization responsible for strategic thought leader engagement, customer insight generation, and coordination of priority external relationships.

• Set the strategy, operating norms, role clarity, engagement standards, and performance expectations for the TLL capability.

• Partner with Therapeutic Community Leads, Indication Strategy Leads, Medical Affairs, Clinical Development, and Field Leadership to coordinate KOL priorities, congresses, advisory planning, peer-to-peer opportunities, and insight generation.

• Integrate TLL activity and insights into broader customer engagement plans and therapeutic community priorities.

• Advance the strategic utilization of TLL capabilities across the enterprise while maintaining strong field connectivity and compliant engagement practices.

Cross-Functional Orchestration

• Serve as the senior HCP customer engagement and experience leader across the community model, bringing an integrated enterprise perspective into planning and decision-making.

• Build strong partnerships with Neurology, Rheumatology, Emerging Science & Pipeline Strategy, Field, Medical Affairs, Clinical Development, Market Access, Patient Experience, Digital, Insights, Legal, Regulatory, and Compliance.

• Align priorities and resolve engagement conflicts around shared HCPs and KOLs, escalating major issues or trade-offs as needed.

• Scale best practices across therapeutic communities and strengthen enterprise visibility, coordination, and customer experience quality.

Team & Capability Building

• Lead, coach, and develop the Customer Engagement & Experience team and TLL organization, including direct reports and network of empowered teams.

• Build organizational capability in customer insight generation, customer planning, journey design, strategic relationship management, TLL / KOL engagement, experience standards, and cross-functional orchestration.

• Create development opportunities through strategic planning, customer engagement, cross-functional collaboration, and enterprise HCP experience work.

• Foster a culture of customer-centricity, accountability, collaboration, innovation, excellence, and strong compliance.

Skills & Competencies

• Deep understanding of HCP customer experience strategy, customer engagement, thought leader engagement, and commercial execution in specialty, rare disease, biologics, or similarly complex markets.

• Strong ability to design and embed enterprise engagement models across therapeutic communities, functions, brands, indications, and lifecycle stages.

• Experience leading sizable field-facing or customer-facing teams and developing leaders in a network of empowered teams.

• Strong strategic and analytical thinking, with the ability to translate customer insights, engagement data, and cross-functional input into clear direction.

• Demonstrated expertise in TLL leadership, KOL strategy, customer planning, journey design, voice-of-customer integration, and cross-functional orchestration.

• Strong understanding of omnichannel customer journeys, customer analytics, engagement visibility tools, and continuous improvement.

• Strong leadership presence and ability to influence senior stakeholders, align teams, and lead through ambiguity and change.

Education, Experience & Qualifications

• BA/BS required; advanced degree preferred.

• 15+ years of relevant commercial experience in biotech or pharmaceuticals, including significant leadership experience in HCP marketing, customer experience, TLL / thought leader engagement, or therapeutic area leadership.

• Experience leading sizable field-facing or customer-facing teams in a complex network of empowered teams environment.

• Demonstrated leadership of HCP customer experience, enterprise KOL engagement, customer planning, and cross-functional engagement in specialty, rare disease, immunology, neurology, biologics, or other complex treatment markets.

• Strong understanding of HCP customer journeys, peer influence models, KOL engagement, TLL leadership, omnichannel engagement, and customer experience strategy.

• Demonstrated ability to establish scalable engagement standards and governance, develop talent, and lead through organizational growth, ambiguity, and change.

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For applicants in the United States: The annual base salary hiring range for this position is $259,600.00 - $356,950.00 USD. This range reflects our good faith estimate at the time of posting. Individual compensation is determined using objective, inclusive, and job-related criteria such as relevant experience, skills, demonstrated competencies and internal equity. This means actual pay may differ from the posted range when justified by these factors. Because market conditions evolve, pay ranges are reviewed regularly and may be adjusted to remain aligned with external benchmarks.

This job is eligible to participate in our short-term and long-term incentive programs, subject to the terms and conditions of those plans and applicable policies. It also includes a comprehensive benefits package, including but not limited to retirement savings plans, health benefits and other benefits subject to the terms of the applicable plans and program guidelines.

At argenx, all applicants are welcomed in an inclusive environment. They will receive equal consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other applicable legally protected characteristics. argenx is proud to be an equal opportunity employer.

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