Senior Director - Europe Medical Information & Contact Center Lead

About the role

Eli Lilly Cork is recruiting a Senior Director to lead Europe's Medical Information and Contact Center. The role covers the full lifecycle of medical information services, from localizing scientific content to delivering it to healthcare professionals and patients across 15+ markets through digital channels and a multilingual contact center. It reports to the AVP of Global Medical Information and Contact Center Transformation.

Key responsibilities

• Define and run a multi-year Medical Information strategy for Europe, aligned with global strategy, and champion a digital-first approach with AI-ready content
• Build a European governance model that balances global consistency with local regulatory, language and cultural requirements, and act as the EU subject matter expert on the future of Medical Information
• Enable automation and continuous improvement of content creation, and set up European content governance covering review cycles, version control, translation management and localization of global content
• Own the digital channel strategy for Europe (self-service portals, HCP-facing virtual assistants) and lead the deployment of AI-powered inquiry tools in line with EU AI Act compliance
• Lead the European Contact Center, including vendor strategy, quality standards, pharmacovigilance adverse event capture and SLAs, and set up escalation pathways to MSLs or Medical Directors
• Lead and develop a high-performing team, recruit talent combining scientific expertise with digital/data literacy, and champion diversity and inclusion
• Build a data-driven function using inquiry analytics, sentiment and engagement metrics, and track KPIs such as content quality, self-service containment and first-contact resolution

Required profile

• Advanced degree in life sciences, pharmacy, medicine or a related field (PharmD, PhD, MD)
• 7+ years of progressive pharmaceutical experience, including at least 3 years in leadership within Medical Information, Medical Affairs or a closely adjacent function
• Experience managing large, matrix organizations and working in a global-local matrix across European affiliates
• Preferred: direct experience with AI/GenAI in pharmaceutical content or customer engagement, and a track record of leading digital transformation in Medical Affairs or Medical Information

Required skills

• Strong communication skills, able to simplify complex topics for stakeholders and leadership
• Ability to partner and influence across multi-functional stakeholders
• Experience leading through transformation with strong adoption and data-driven impact

What we offer

• Anticipated salary of EUR 93,000 - 136,400, depending on education, experience, skills and location
• Possible company bonus for full-time equivalent employees
• Healthcare, pension and life assurance benefits, subsidised canteen, onsite gym and travel subsidies
• Flexible hybrid working, in-house people development, educational assistance and wellbeing initiatives