Global Customer Experience Senior Manager H/F
Global Customer Experience Senior Manager H/F
Ipsen Pharma (SAS)
Summary / purpose of the position:
The Global Digital team helps Ipsen functions and businesses leverage technology, data and advanced analytics to boost performance. We directly support Ipsen strategic priorities through the delivery of differentiating Digital projects and solutions and the building of critical Digital and analytics capabilities.
Within the Global Digital team, the Customer Experience team is supporting global and local asset/ brand teams design an integrated omnichannel engagement strategy and plans and builds the right capabilities in line with brand/business priorities and customers’ content and channel preferences.
Within the Global Digital team, the Digital Health team focuses on Commercial innovation – “Beyond the Drug” solutions that accelerate patient diagnosis, enhance the value of our products, and provide a better experience for patients, caregivers, and HCPs.
Reporting to the Global Customer Experience Strategy Director, the Global Customer Experience Senior Manager is responsible for (1) leading key Customer Experience projects in collaboration with key brands/ affiliates (2) supporting capability building (3) developing best practices and guidelines.
Main responsibilities / job expectations:
Lead a broad range of global Customer Experience projects as defined in the Customer Experience Roadmap
In partnership with Asset/Brand teams and Affiliates to ensure they are fully aligned with business needs and expectations.
Take the ownership of end-to-end project management including scoping, resourcing and feasibility assessment, team alignment, planification, implementation, and tracking. You will ensure to deliver on time and on budget. Examples of projects are: Global/ Local omnichannel Customer Experience design support, Global/ Local campaign design support, Global/ Local content strategy support
Develop and maintain relationships with internal key stakeholders
Be a proactive part of capabilities building through on-the-job project delivery, coaching global and local teams, and the facilitation of change/training initiatives
Support overall Customer Experience capabilities identification and building
Work closely with the Customer Experience team to understand and prioritise capability needs/gaps amongst affiliates
Lead key capability building projects, deploy and train users on tools and platforms that enable world-class customer engagement (e.g.; New channels)
Develop best practices and guidelines
Leverage different projects to further enhance and develop the Omnichannel Customer Experience services and capabilities catalog. You will be expected in this context to identify best practices and optimize them as appropriate
Partner with current external vendors and identify new ones for bringing new expertise and enriching our current journey on Customer Experience.
Communicate and evangelize the Customer Experience vision and the end-to-end framework across the organization
Participate in transversal Digital team initiatives
Knowledge, abilities & experience:
Education / Certifications:
Bachelor or master degree level
Required: At least 5 years of experience in pharma business environment
Required: Digital or omni-channel experience
Required: Project Management/PMO/Change Management
Ideal: Healthcare or Consulting experience
Ideal: Marketing, commercial brand team experience at global or affiliate leve
Fluent in English; French is a plus.
Key Technical Competencies:
Familiarity with key omnichannel enabling capabilities such as Insights/Analytics, Segmentation/Targeting, Content Strategy/Planning, Customer/Campaign journey and Channel mix/orchestration.
Awareness/knowledge of the various healthcare industry regulations, stakeholders, and their needs and concerns
Strong project management skills, ability to prioritize and focus, to juggle multiple projects in parallel
Interpersonal and facilitation skills to drive alignment and engagement with the partners/stakeholders; influence without formal authority.
Team player, ability to work in a matrix organization, resilient.
Self-starter and autonomous - ability to take ownership and to propose solutions and drive the change, results-driven.
Good verbal and oral communication.
Firm believer in customer experience and ability to evangelize and inspire global and local teams
Dans le cadre de ses recrutements IPSEN s’engage au respect de l’égalité de traitement des candidats, indépendamment du sexe, de l’âge, de l'orientation sexuelle, de l'origine ethnique, de la couleur de la peau, de la nationalité, du handicap ou de l'appartenance à un syndicat.