The Position As a Senior Customer Excellence Manager, you will drive customer Engagement Excellence by developing a customer engagement strategy that improves customer experience. Moreover, you will be leading the patient journey strategy and solutions to ensure best-in-class customer services in collaboration with medical, Patient Support Program (PSP), marketing, and Digital Data & IT (DDIT) teams. Your main accountabilities will include: You will develop and lead customer engagement strategies to ensure customer centricity and optimize content, channel mix, and customer journey sequencing You will drive customer insights and capturing voice of customer through market research and external engagements to improve customer experience and patient journeys You will develop & lead patient engagement strategy, ensure best-in-class patient experience and support solutions, understanding patient needs across the journey and facilitates an ecosystem of touchpoints for patients looking for help across therapy areas. You will develop digital health solutions strategy & roadmap to the new commercial challenges and engagement models You will orchestrate the creation and roll-out of digital marketing projects, Social Media activation, enabling new digital channels and evolving existing ones Qualifications As a Senior Customer Excellence Manager, you need to be able to demonstrate expertise in marketing strategy, digital channels, market dynamics analysis, and data-driven insights creation. In addition, you need to have a solid knowledge of customer journeys, patient support solutions, omnichannel strategies, social media, as well as people management. To be successful in this role: Bachelor s degree in business, Science, life sciences, or a similar field; Master s degree in marketing or digital marketing is a plus. Minimum 10 years of experience in digital marketing & commercial experience within a multinational organization in the pharmaceutical industry People Management experience is highly preferable Experience with customer services, digital health, and patient support solutions Strong understanding of market research and social media listening Fluent level of English in reading, writing, and speaking Company Industry

• Consulting
• Management Consulting
• Advisory Services

• Helpdesk
• Customer Service
• Telecalling

• Senior Customer Excellence Manager

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