Legend Biotech is a global biotechnology company dedicated to treating, and one day curing, life-threatening diseases. Headquartered in Somerset, New Jersey, we are developing advanced cell therapies across a diverse array of technology platforms, including autologous and allogenic chimeric antigen receptor T-cell, T-cell receptor (TCR-T), and natural killer (NK) cell-based immunotherapy. From our three R D sites around the world, we apply these innovative technologies to pursue the discovery of safe, efficacious and cutting-edge therapeutics for patients worldwide.

Legend Biotech entered into a global collaboration agreement with Janssen, one of the pharmaceutical companies of Johnson Johnson, to jointly develop and commercialize ciltacabtagene autolecuel (cilta-cel). Our strategic partnership is designed to combine the strengths and expertise of both companies to advance the promise of an immunotherapy in the treatment of multiple myeloma. Legend Biotech is seeking an Executive Director, Head of External Engagement as part of the Commercial team based in Bridgewater, NJ.

Role Overview The Head of External Customer Engagement is a senior executive responsible for leading the thought leader liaison and clinical educator teams by developing and implementing strategies to enhance a company's relationships with its external clients and stakeholders, drive loyalty, and ensuring a seamless, positive experience across all touchpoints. This role is a strategic liaison, focusing on long-term value and growth rather than just single transactions. This position will be based in Bridgewater and will be a member of the Commercial LT.

Key Responsibilities

Relationship Management: Building and sustaining strong, long-lasting relationships with key client stakeholders, acting as a trusted advisor and the "voice of the customer" within the Strategy Development: Developing and executing comprehensive customer engagement strategies that align with business objectives, focusing on customer retention, satisfaction, and loyalty. Cross-functional Collaboration: Working closely with internal departments such as marketing, sales, product development, and customer support to ensure consistent messaging and a unified, high-quality customer experience. Data Analysis Insights: Utilizing customer feedback, surveys, and data analytics to identify trends, pinpoint pain points, measure ROI, and inform strategic decisions for improvement in products or services.

Advocacy Issue Resolution: Proactively addressing client concerns, managing escalated complaints, and advocating for customer needs internally to ensure the company effectively responds to market initiatives and challenges. Communication Events: Leading the development of external communication strategies, managing channels, and coordinating events or programs (such as loyalty programs or industry forums) to keep customers informed and engaged with the brand. Leadership Team Development: Building and coaching high-performing engagement teams, fostering a customer-centric culture across the organization.

Gather Data and Insights: Use surveys, interviews, reviews, and analytics to understand customer demographics, behaviors, pain points, and preferences. Map the Customer Journey: Identify all customer touchpoints from initial awareness to post-purchase support to pinpoint opportunities for engagement and potential friction points. Provide Exceptional Customer Service: Ensure customer-facing teams are well-trained, empathetic, and empowered to resolve issues quickly across all channels (email, social media, live chat, phone).

Maintain Product/Service Quality: Consistently deliver a high-quality product or service that meets or exceeds customer expectations. Quality is a cornerstone of customer retention. Build a Brand Community: Create online forums, social media groups, or host events where customers can interact with each other and the brand.