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About the role
- Global Customer Innovation Manager advancing omnichannel engagement strategies in pharmaceutical industry. Collaborating across franchises and markets to implement innovative customer engagement solutions.
Responsibilities
- Develop playbooks, toolkits, and learning sessions to upskill affiliates and internal teams on customer engagement excellence.
- Work closely with global franchises, medical teams, and affiliate operational leads deploying omnichannel best practices, including HCP journey design workshops, KPI frameworks, and campaign performance tracking.
- Serve as a bridge between global and local teams to ensure that affiliate needs and market dynamics are reflected in the global CRM and omnichannel strategy.
- Drive alignment on CRM capabilities, features, and enhancements that support an integrated HCP experience and efficient data-driven engagement.
- Lead strategic innovation projects to strengthen customer experience — such as universal HCP identification systems, implementation of new push channels (e.g., email, WhatsApp, in-app notifications), and personalized content delivery.
- Define and monitor key omnichannel KPIs and recommend improvements based on insights and analytics.
Requirements
- Master’s degree in Business, Marketing, Digital, or a related field.
- 5+ years of experience in customer engagement, innovation, or omnichannel strategy — ideally in the pharmaceutical or healthcare industry.
- Strong understanding of HCP engagement models, digital ecosystems, and CRM tools (e.g., Salesforce, Veeva).
- Proven experience leading complex, cross-market projects in a global organization.
- Excellent communication and stakeholder management skills.
- Strategic mindset with hands-on execution ability.
- Fluent in English (additional languages are an asset).
Benefits
- Opportunity to lead impactful projects that directly improve the customer experience and advance healthcare engagement globally.
- Be part of a forward-thinking global team shaping the future of HCP engagement.
- Work in an environment that values innovation, collaboration, and continuous learning.
- Diversity is valued and our offers are open to all, without restriction.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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