• leads the competitive intelligence practice for Retail Retirement business • manages a team that collects, analyzes, and communicates competitive intelligence • leads deep analysis of competitor product specifications, strategies, and marketing • communicates insights to influence strategy and improve product development decisions • plays a key role in the Retirement Product Strategy Leadership Team • oversees the annuity rate setting and fund review process

• Define and drive the long-term vision and strategic direction for the Technical Support function, aligning it with company-wide business objectives and CX goals. • Develop and execute high-level strategies to enhance support service delivery, operational efficiency, and scalability—positioning Technical Support as a competitive differentiator. • Champion innovation and adoption of best practices within technical support processes, leveraging emerging technologies and industry trends to maintain market leadership. • Lead the AI transformation of the Technical Support function—identifying and implementing AI-powered tools, automation, and workflows that reduce resolution time, deflect volume, and elevate the quality of customer interactions. • Collaborate closely with executive leadership to integrate Technical Support strategies with overall company direction and priorities. • Lead the Technical Support organization to achieve strategic and operational targets, including SLA performance, customer satisfaction, and efficiency metrics. • Drive continuous improvement in support delivery processes with a focus on quality, efficiency, scalability, and reduced customer effort—leveraging AI and data-driven insights to proactively identify gaps and optimize outcomes. • Serve as the primary executive escalation point for critical technical issues and high-stakes customer engagements, ensuring rapid and effective resolution. • Establish, oversee, and report on key performance indicators (KPIs) that measure the effectiveness and efficiency of technical support services. • Lead, inspire, and develop a multi-level organization of senior managers, managers, and individual contributors within Technical Support. • Oversee recruitment, development, and retention of top technical talent, fostering a culture of high performance, accountability, and continuous professional growth. • Promote a culture of collaboration within Technical Support and across CX, Product, Engineering, and Sales functions. • Act as the primary executive point of contact for key customer relationships within the Technical Support domain, ensuring needs and expectations are consistently met and exceeded. • Foster and maintain trusted executive-level relationships with key customers, partners, and stakeholders. • Collaborate with Customer Success, Sales, Product, and Engineering to drive cross-functional initiatives and ensure seamless platform support. • Ensure all Technical Support activities comply with Intradiem policies, procedures, and relevant regulatory requirements. • Conduct all business in accordance with Intradiem's policies and procedures. • Perform all other duties as assigned.

• Own end-to-end activation rates defined as a patient successfully completing onboarding, converting to a paid billing cycle, and receiving their first medication shipment on time • Build, monitor and continuously optimize automated onboarding sequences across email, SMS, and in-app channels • Identify and eliminate friction points in the activation funnel through rigorous data analysis and A/B testing • Partner with Product, Clinical Ops, and Fulfillment to resolve cross-functional blockers that impact on-time medication delivery • Own activation KPIs, set baselines, establish benchmarks, and report on performance weekly • Maintain a living dashboard tracking activation cohorts, drop-off points, time-to-activation, and conversion by acquisition channel • Conduct regular funnel audits to surface where patients are stalling and why to quantify the revenue impact of each gap • Run structured experiments (message content, timing, channel mix, sequencing) to improve activation rates incrementally • Develop patient segmentation frameworks to deliver more personalized activation journeys by diagnosis category, plan type, or acquisition source • Present activation findings and recommendations to senior leadership on a regular cadence • Design and execute multi-channel retention programs (email, SMS, push, direct mail) tailored to patient lifecycle stage • Build churn prediction models in partnership with Data Science to identify at-risk patients before they cancel • Develop win-back campaigns for lapsed patients; measure and optimize reactivation rates • Leverage patient health milestones, refill cadences, and clinical signals to trigger meaningful, timely retention touchpoints • Work closely with Patient Success and Clinical teams to align retention messaging with care quality and outcomes • Own the full retention P&L view: understand LTV, CAC payback, and the financial impact of every retention initiative

Role Description The Commercial Lead for Switzerland is responsible for defining and executing the local commercial strategy for the RevMEd portfolio and launches. This role is accountable for building the commercial organization, driving launch and growth performance, and ensuring strong alignment across Medical Affairs, Market Access, and other key functions. - Proactively identify and address relevant systemic opportunities and barriers, including healthcare structures, competitor dynamics, data gaps, diagnostic challenges, and advocacy needs. - Address HCP-related opportunities such as therapeutic gaps, differentiation, economic value attributes, and clear communication of patient- and physician-relevant benefits. - Oversee the generation of insights from the therapeutic field and translate these insights into a comprehensive, cross-functional commercial strategy. - Ensure the development and implementation of tactics and tools that enable the field force to effectively address customer needs. Responsibilities - Act as the commercial lead for Switzerland, accountable for local commercial strategy, execution, and performance across the oncology portfolio. - Serve as a core member of the Switzerland Leadership Team, contributing to country strategy, launch planning, and key business decisions. - Partner with regional and local Medical Affairs and Market Access teams to translate clinical and economic evidence into compelling value communications tailored to Swiss stakeholders, including HCPs and payers. - Translate regional and global commercial strategies into locally optimized plans aligned with Swiss market dynamics, customer needs, and healthcare system requirements, in close collaboration with the European commercial team. - Represent Switzerland in regional commercial discussions and contribute country insights to shape broader commercial plans and strategy. - Develop and execute country-level brand and portfolio strategies across pre-launch, launch, and post-launch phases. - Drive demand generation and appropriate use through non-promotional and promotional channels, in compliance with local regulations. - Lead forecasting, budgeting, and operational planning for the country in close collaboration with the ED, Commercial Excellence, Business Analytics and Insights, Europe. - Lead commercial launch readiness for oncology products, including customer strategy, segmentation, targeting, and field force planning. - Partner closely with Medical Affairs and Market Access to ensure integrated launch execution and consistent external engagement. - Monitor performance, competitive dynamics, and market trends, adjusting strategy and execution as needed. - Oversee engagement strategy across key stakeholders, including oncologists, treatment centers, and healthcare organizations. - Ensure effective field force deployment and capability building. - Build, lead, and develop the country commercial organization, including sales, marketing, and customer-facing roles as the business scales. - Establish commercial processes, governance, and ways of working as part of the country build-out. - Foster a culture of accountability, collaboration, and performance excellence. - Contribute to regional and country-specific initiatives. - Travel nationally and internationally as required. Qualifications - Advanced degree required, such as MSc, PhD, MD, or PharmD. - 10+ years of experience in pharmaceutical or biotech commercial roles. - Significant experience in oncology commercial leadership in Switzerland. - Proven track record of successful oncology product launches in Switzerland and successful engagement with HCPs and KOLs. - Excellent communication skills, both in person and virtual. - Scientific and solution-oriented mindset, with the ability to operate and execute effectively in a rapidly changing and ambiguous environment. - Strong understanding of the Swiss healthcare system, customer dynamics, and reimbursement environment. - Proven leadership and people management capabilities, with demonstrated success in a small, fast-growing, entrepreneurial commercial environment. - High degree of social competence, with strong capabilities in teamwork, coaching, and situational leadership. Company Description