Customer Engagement Manager

Job Description:

Customer Engagement Manager

Position Overview

The Customer Experience Manager is responsible for developing and implementing strategies that enhance customer interactions across all touchpoints. This role focuses on understanding customer needs, optimizing customer journeys, and driving initiatives that deliver exceptional experiences aligned with business objectives. The position demands excellence in execution of tactics to ensure compelling growth, combining strategic vision with meticulous implementation to drive customer satisfaction and business success.

Key Responsibilities

• Develop and execute the Integrated Growth Plan (IGP) with a focus on customer experience excellence, demonstrating passion for creating exceptional customer experiences that ultimately benefit patients

• Participate actively in cross-functional launch planning teams, contributing to strategy development and ensuring customer voice integration. Support the creation of launch materials, coordinate customer-facing activities, and assist in implementing successful product launches.

• Determine growth potential through data-driven analysis of customer segments and prioritize initiatives, accordingly, using forward-thinking approaches to anticipate future trends in customer expectations

• Define and implement core brand/disease initiatives that resonate with target audiences, consistently seeking new opportunities to improve customer journeys

• Create comprehensive omnichannel campaign journeys that deliver seamless customer experiences, fostering collaboration across teams to ensure integrated approaches

• Develop digital content strategies and optimize channel mix to maximize customer engagement, embracing innovative technologies and platforms

• Define and implement modular content and disease solutions tailored to specific customer personas, demonstrating creativity and adaptability in addressing diverse customer needs

• Track performance metrics and marketing effectiveness with high exigence on KPIs, continuously striving for improvement and setting ambitious benchmarks

• Manage budget planning and control (Strategic Plan, A&P) to ensure efficient resource allocation, making data-driven decisions while maintaining customer focus

• Consult on Go-to-Market models that prioritize customer-centricity, advocating for user-centered design approaches in all customer-facing initiatives

• Drive excellence in tactics execution, ensuring meticulous attention to detail and consistently high-quality deliverables

• Identify opportunities for user journey improvements and process optimization based on customer feedback, demonstrating analytical thinking and creative problem-solving

• Lead cross-functional collaboration to ensure consistent customer experiences across all touchpoints, building trust and fostering open communication

• Drive research, design, prototyping, and validation of customer experience solutions, taking thoughtful risks to develop innovative approaches that address customer needs

Required Qualifications and Experience

• Bachelor's degree in Marketing, Business, or related field; MBA preferred

• 5+ years of experience in customer experience management, preferably in pharmaceutical or healthcare industries

• Demonstrate strategic thinking by connecting customer needs to business objectives while building and maintaining strong customer relationships

• Apply project management skills to handle multiple priorities effectively within cross-functional launch planning and execution teams

• Demonstrated success in developing and implementing customer-centric strategies that drive business growth and successful product launches

• Experience in setting high standards and delivering measurable improvements in customer satisfaction metrics and launch performance indicators

• Strong understanding of digital marketing platforms and emerging technologies that enhance customer engagement throughout the product launch process

• Proven ability to collaborate across functions and lead cross-functional teams toward shared customer goals

• Experience in analyzing customer data and translating insights into actionable strategies

• Knowledge of innovative methodologies such as scrum, lean start-up, nudge, and design thinking

• Track record of taking thoughtful risks to develop creative solutions that address customer needs

• Excellent project management skills with ability to prioritize multiple initiatives, including coordinating launch activities and events

Cross-Functional Collaboration

Works closely with Medical Affairs, Brand Teams, Sales, Digital, Public Affairs, Marketing, Transformation Office, and Finance to ensure integrated customer experiences that drive business growth while delivering meaningful value to customers and patients.