Activités principales : / Key Responsibilities :

• Build strong relationships with KOLs and key customers to create long-term partnerships and identify customer needs – emphasizing priorities on high level of customer interactions.
• Establish partnerships and continuous engagement with local scientific societies.
• Customer Focus: Lead the development of a customer-centric focus that aligns with overall business objectives, identifying key opportunities to enhance engagement and satisfaction.
• Customer Persona Development (in case of local need in absence of Customer Persona created or recommended by Global): Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviors of different customer segments.
• Customer Journey Mapping: Map out comprehensive & actionable customer journeys for each priority segment/persona, identifying key touchpoints and opportunities to engage and add value.
• Customer Engagement Plan: Design and implement a strategic customer engagement plan (Field and HQ interactions) that leverages identified personas and journey insights with detail specific activities, channels, and messages tailored to engage each segment effectively, driving meaningful interactions and building strong relationships.
• Channel Prioritization: Conduct thorough assessments of available go-to-market channels, evaluating their effectiveness in reaching target customer segments. Make strategic choices about the most impactful Channel to prioritize and select on alignment with customer preferences and needs, ensuring efficient and impactful reach through selected channels’ tactics implementation.
• Call Plan by Channel: Develop detailed call plans for each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates.
• Glocal Context Elaboration: Articulate a “glocal” strategy that balances global brand strategies with local market nuances. This involves adapting global engagement initiatives to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant.
• Development of digital content strategy and channel mix.
• Execute Glocal campaign (adapting content, localizing…) by channel, persona and adoption.
• Within franchise plans, drives and executes marketing and sales strategy through a combination of office based digital and in field activities for a product, service, therapeutic area, franchise, or portfolio, through Customer needs identification and Omnichannel collaborative approach. Activities require a cross-functional approach with Sales, and Medical teams.
• Plan and organize local programs, symposiums, congresses.
• Guarantee A&P adherence and execution.
• Support on Budget planning, Strat Plan (Demand Model).
• Performance Tracking and Marketing effectiveness.

Compétences :

• Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey.
• Technical proficiency: Experience with digital engagement tools, applications for Customer insights, and familiarity with Agile methodologies
• Language Proficiency: Strong communication skills in English. Excellent communication.
• Customer Engagement Strategy Execution: Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty
• Experience in Customer Engagement: Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.
• Agile Project Leadership: Demonstrated ability to manage projects using Agile methodologies, effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment.
• Regulatory compliance: Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare.
• Strategic and Analytical Thinking: Ability to leverage insights and data to develop and execute effective customer engagement strategies
• Leadership in a Customer Centric Environment: Demonstrated ability to lead by example, fostering a “Customer First” culture within the team and across the organization.
• Customer Centric Mindset: A deep commitment to understanding and prioritizing the customer’s needs and preferences.
• Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.
• Adaptability and Creativity: Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers
• Open for innovative digital trends in pharma
• In-depth understanding of the market, competition, and future trends

Formation / Expérience professionnelle nécessaire

• Bachelor’s degree with medical background.
• 2 to 3 years in product management and marketing,
• Customer facing roles highly recommended.

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